Beyond Philosophy

JUNE 11, 2015

If you have someone paying one price and another customer with a coupon paying a different price, the perception of the brand is becoming fractured. Be pragmatic in terms of technology and analytics. Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Tethr

NOVEMBER 13, 2020

You’ve seen them before in a product, support or customer service email or on a piece of content you’ve just read. and senior software engineer, machine learning and analytics at Tethr. Tonal sentiment analysis alone seeks to answer the question: “Is the customer happy?” Those were the days, eh?

Analytics 64

Analytics Airlines Engineering Construction 64

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Eptica

NOVEMBER 12, 2019

In general, it tends to be biased towards brands that make people feel pleasant or “happy” Usually, this translates into high NPS scores for companies that are service-focused (such as Virgin Atlantic and Zappos) or service-related (like Southwest Airlines and Amazon). People can be contradictory and complex.

Metrics 74

Metrics Airlines Best practices Analytics 74

Pointillist

OCTOBER 22, 2018

The most impactful uses of artificial intelligence help you to better understand the different types of customer data gathered and make better sense of it. Use AI-based Text Analytics to Analyze Customer Feedback. Text analytics adds context and color to the information you receive through your customer experience metrics.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40