Big Data Analytics Creates Smart Contact Centers

Ansafone

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

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.

How Big Data Analytics Is Gold for Call Centers?

Etech GS

Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, common questions, and favorite product features are gold mines for marketing, development, and customer engagement.

Leveraging Big Data to Fine Tune Customer Experiences

Avaya

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. The Need for Customer Journey Analytics.

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.

4 Ways Data Analytics Transforms the CX

The Northridge Group

By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile. advanced analytics Big Data Customer Experience data analytics

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Callminer

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call.

Are Smart Things Really Smart?

C3Centricity

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. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

What does it really mean to optimize customer experience?

Nuance

Win in today’s hyper-competitive world by harnessing actionable insights to continuously improve user experience and solution performance. Most organizations […] The post What does it really mean to optimize customer experience?

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

Tweet The need for customer experience to improve is not a myth. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. Science has shown the business need for great customer experiences is a fact, not a myth.

4 Technology Trends that Transform Contact Centers

Ansafone

Advancements in technology have revolutionized how companies interact with customers. 24-7 call center Ansafone Contact Center AI analytics artificial intelligence automation big data statistics tech.

Firstsource Leverages Analytics to Set New Benchmarks

Verint

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges. After addressing these issues, some of the company’s customers saw major cost reductions.

Cross-Channel Analytics Transforms the Enterprise

OvniSource - Ovniblog

Cross-channel Analytics Delivers Customer Engagement Management OnviSource recently announced a new cross-channel analytics, enterprise-wide solution called OnVision. OnVision leverages an entire suite of workforce optimization (WFO) products to deliver insightful information and trend analysis related to customer interactions and experience across all channels and customer touch points.

Microsoft Acquires FieldOne Systems LLC To Create Better Customer Service Experiences Via IOT and Analytics

Natalie Petouhof

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide?

How Artificial Intelligence Impacts the Contact Center

The Northridge Group

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. All of this data provides some excellent context for each unique customer that can be used to create a personalized and differentiated experience.

The Customer is Changing: Decipher the Clues

NICE inContact

No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. for speech analytics.

Debunking Natural Language Processing: Detecting Events

Clarabridge

Events bookmark our perception of time and give us a shared cultural experience. In the previous blog posts , we discussed some of the ways in which Clarabridge uses Named Entity Recognition to find meaning within customer feedback.

Cloud-Based Customer Service and Customer Experience: Verint’s Acquisition of Contact Solutions

Natalie Petouhof

Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service). IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy. examples: big data, predictive analytics) .

7 Digital Transformation Trends to Watch While You Digitize Your Business

Jive

We’ll see the Internet of Things affecting offices, allowing remote access to valuable data. Big Data. The Internet of Things is expected to generate more data than we could possibly process—an estimated 600 zettabytes by 2020. Mobile customer experience.

Halloween Scares & Solutions for Marketing

C3Centricity

Understanding customers and the customer experience with particular emphasis on the impact of social and digital. Big data and analytics, with how they will impact predictive modelling and the marketing mix. Following on from the opportunities of Big Data, the next concern is Marketing Accountability and its ROI. Creating and communicating enduring customer value and how to measure it in the social environment. Engaging customers.

Privacy vs Protection: What Type of Customer Experience Do Consumers Want?

Natalie Petouhof

Can the government force Facebook to create software that provides analytic data on who is likely to be a criminal? ” MY POV: As consumers we have to decide what is more important to our customer experience: privacy and / or protection. These are the things that make up customer lifetime value. Covering Customer Facing Applications that Deliver Awesome Customer Experiences, While Protecting the Privacy and Security of Consumers and Businesses.

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!

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Customer Experience is a BIG Puzzle.

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: Oracle CX Conference 2016 Report

Natalie Petouhof

Tweet What we saw at the conference was a full suite for customer experience. With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services.

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.

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

Customer journey maps provide invaluable insights into a company’s processes but all too often, they’re created in a vacuum with minimal input from customers or customer-facing employees. What’s important to remember is that customer journeys aren’t created; they’re discovered.

The Power of Voice Analytics

Spearline

Competitors in every business sector are striving for Customer experience (CX) excellence which will drive growth. Gartner estimate that more than 90% of customer conversations happen on the phone, therefore telephone conversation is a huge area for CX management.

ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)

Natalie Petouhof

Customer Success Management Field Sees Tremendous Growth. The onus of delivering on the brand promise – providing great experiences with a company no matter when the customer interacts with it – is putting new pressures on brands and software vendors. Tweet.

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I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

sensors, smart ‘things’, device to purchase, artificial intelligence). • Data to Decisions – Using data to make informed business decisions. big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. Covering Customer Facing Applications that Drive Awesome Customer Experience.

Why Customer Experience Excellence Requires HR Engagement

ClearAction

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers.

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

#OracleCloud Summit 2016 Trends, Updates & News

Natalie Petouhof

BTW the Waldorf Astoria has great customer service!!!). B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome? No customers, no business.

A 5-Step Introduction to Journey Analytics

Clarabridge

One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures and products. To map them, it leverages millions of data points across customers, channels, and touchpoints ” – McKinsey. 1- Gather the data.

Data for the Sake of Data? Never!

CX Journey

Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Halo Smart Labs Develops a Smarter Smoke Alarm: IoT at It’s Best

Natalie Petouhof

Tweet Having lived in Louisville, Kentucky I have experience my share of tornados. Inability of traditional smoke detectors to connect to data centers about weather issues such as tornados, earthquakes, and floods. Often, companies forget to map the lifecycle of the customer from.

Teradata Influencer Summit Highlights

Natalie Petouhof

Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture. Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle#3: Cloud for Analytics. Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration.