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Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. Thank you for your interest in DMG Consulting’s publications. 4/21/2017. By Donna Fluss. Introduction.

Capgemini Acquires Innovation and Design Consultancy Fahrenheit 212 to Drive Digital Innovation Offerings

Natalie Petouhof

Capgemini Turns Up the Heat: Based in New York City and London, Fahrenheit 212 will contribute its specialized capabilities for innovation strategy and consumer-centric design to the broader offerings of Capgemini Consulting. It will accelerate Capgemini Consulting’s ability to define new products, services and experiences for clients, while Fahrenheit 212 gains access to international implementation strengths and the Group’s global network of Applied Innovation Exchanges.

Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. of analytics solutions, many decision makers may be trying to cut through.

Join Us This Summer for WebinarStock!

Callminer

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there!

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys.

From the Field: Capgemini Analyst Conference #capgemniAD16

Natalie Petouhof

Net new customers are over 200 and a 35% increase in the client base in North America. Capgemni’s Digital Business Model: It includes not only the “what” but the “how” of customer experience, including digital customer experience, digital organizational and people and digital operations. In terms of the “how”– what digital seems to mean are areas like social & mobile, data, IoT, cyber security and cloud.

The 3 Contact Center Applications That Pay for Themselves

DMG

Thank you for your interest in DMG Consulting’s publications. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. The best contact center investments are those that contribute to cost reduction, productivity improvements, and a great customer experience.

IoT Leadership Forum Helps Customers Digitally Transform Their Business

Natalie Petouhof

How Can Companies Learn About IoT, Cloud Computing and Creating Awesome Customer Experiences? For large enterprise customers with complex environments, IoT implementations bring both challenges and an abundance of opportunities to transform their business. To help customers on their journey, we began hosting the Azure IoT Leadership Forum on our Redmond campus last May. Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences.

Who's Your Customer Experience Custodian?

CX Journey

Who is the customer experience custodian in your organization? The customer experience custodian was just one of the topics we discussed. As you probably know by now, I'm always happy to talk to anyone about customer experience and employee experience.

Capgemini Announces Expanded Collaboration with Amazon Web Services

Natalie Petouhof

Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). How Big is the Team? The Capgemini migration factory for AWS, in Chennai and Bangalore, will support customers’ migration of enterprise applications to the AWS Cloud. said: “ We are delighted to be working with Capgemini as they expand their commitment to AWS customers including a dedicated migration factory.

Capgemini Joins Forces with Blueprint to Offer Advanced Requirements Management Capabilities for Financial Services

Natalie Petouhof

Blueprint, an innovator and global leader in accelerating and de-risking large, complex IT projects, and Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced a resale agreement increasing the ability for strategic customer growth worldwide. Capgemini will continue to leverage Blueprint’s wide array of requirements management capabilities both for its internal product development and for its customer implementations.

Choose the Right Customer Experience Data to Make a Difference

Clarabridge

Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What is the right customer experience data to measure?

Reality Check: Will Customer Journey Analytics Be the Next CRM?

DMG

Thank you for your interest in DMG Consulting’s publications. Reality Check: Will Customer Journey Analytics Be the Next CRM? The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. CJA is succeeding in driving investments in journey mapping and analytics to help companies understand what their customers and prospects are doing at every touch point.

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Capgemini Collaborates with Celaton on Artificial Intelligence in the Cloud

Natalie Petouhof

Capgemini, consulting, technology and outsourcing services, has announced a new global collaboration with Celaton , a specialist Artificial Intelligence (AI) company, to license and use its inSTREAM, cognitive learning technology. This minimizes the need for human intervention and ensures that only accurate, relevant and structured data enters business systems. It is an important element in ensuring the delivery of maximum value to its customers. Tweet.

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The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Dive into the innovation, strategies and tactics you’ll need to success in Today’s Ecommerce environment – from increasing customer satisfaction to boosting productivity and cutting costs. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. The big one.

Marketing Maturity Mobilizes Customer Experience Mojo

ClearAction

Marketing Maturity Mobilizes Customer Experience Mojo. Customer experience excellence depends to a great extent on marketing having its act together. And in many companies, the customer experience management team reports directly to the CMO.

11 Customer Experience Flaws that Predict a Company’s Failure

CSM Magazine

Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3%

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

TechSee

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Data Analytics: From reactive to predictive response.

A Guide to Navigating the Digital Hype

Aspect

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. This means wasted resources and potentially lost customers.

More Than Just Number-Crunchers: How Accountants Provide Value-Added Services

Method:CRM

Large accounting firms have part-time CFO services ready for hire, but smaller groups, including specialized CFO consultancies and independent contractors, are also getting in on the part-time CFO game. Your growing firm gets an experienced financial leader at the helm, while the accountant gets an executive assignment that could lead to consulting work on taxation, business strategy, technology, and regulatory matters. Includes a free demo and 1 free hour of customization services.

5 Top CX Trends For Survival in the Age of the Customer

360Connext

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Are you following these 5 critical customer experience trends?

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Customers. Migrate employees, and support them, in their evolution as customer agents and counselors.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. Results will continue to plateau as long as people only look at the rational parts (Product, Price, Promotion, and Placement) of a Customer Experience.

New Report: Delivering Top Experience Management across the Web, Mobile and Commerce

Natalie Petouhof

Tweet In this new report we look at some of the key concepts for defining the elements required for superb experience management in the digital business disruption era. The perception that creating a superb customer experience is easy, is the downfall of most organizations.

Innovation Is What Makes Us Great

DMG

Consider recent newsworthy developments in blockchain technology, autonomous cars, artificial intelligence, machine learning, natural language understanding, gene therapy, custom targeted drugs, robotics for medical devices and business, low-cost communications, video everywhere, and even the now-ubiquitous smartphone. The world of customer service is one of the major beneficiaries of all of this innovation. Donna Fluss is president of DMG Consulting.

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Every company that is serious about being customer-centric and listening to customers must invest in a VoC software platform that helps them collect customer feedback, quickly understand what it means, and act on it.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs

Kayako

Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. To do so, you’ll need to know: Who your customers are.

SOASTA Ushers in New Era of Innovation in Digital Performance Management

Natalie Petouhof

Tweet SOASTA, a leader in performance analytics, announced the Winter 2016 release of its Digital Performance Management (DPM) Platform. The new release introduces a series of enhancements and services to help digital businesses meet the growing demand for the ultimate measure of performance – the customer experience. “We’re We’re in the era of Digital Performance Management, and it requires a new mind set, with new solutions designed to deliver great user experiences.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. The issue is not with the organization’s desire to improve but instead with the team’s understanding of the underlying concepts that influence a Customer Experience.

The Next Act: The AI-Enabled Contact Center

DMG

My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.) The Next Act: The AI-Enabled Contact Center.

Digital Transformation Initiatives for Contact Centers

DMG

Companies that undertake an enterprise-wide digital transformation must appreciate that their contact center is an essential component of their new customer paradigm and digital future, and should therefore undertake the four initiatives below, in addition to other organization-specific goals that will also have to be accomplished. In some cases, every aspect of the application, from the technology to how it interacts with customers and what is says, is dated.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. ANALYTICS RECEIVES AN ENCORE.

Contact Center AI – What’s out there?

Comm100

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. Capturing Customer Data.

3 Ultimate Factors of Business Performance

ClearAction

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.