Clarabridge

OCTOBER 25, 2017

One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures and products. Journey analytics combines big data technology, advanced analytics, and functional expertise to help companies perfect their customer journeys.

Analytics 40

Analytics Feedback Big data Banking 40

Avaya

MAY 9, 2017

The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Perhaps most daunting of all, it means companies working to truly know and understand their customers. It means enterprise leaders having a firm grip on the big data that infuses their organizations.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

C3Centricity

DECEMBER 1, 2020

The Age of the Customer and the Fourth Industrial Revolution. In one of their older Customer Experience reports Forrester claimed that we are now in the “ Age of the Customer “ This was music to my ears when I first read it, because as you know I’m a customer champion. Click To Tweet.

Marketing 71

Marketing Big data Customer centricity B2C 71

Call Design

SEPTEMBER 21, 2021

An engaged workforce is more expressive and engaging throughout the customer service experience, creating a stronger connection with the customer and improving client relations. Here are effective ways to use gamification within your contact centre to improve the quality of customer service. Data Analytics.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Which brings us to what marketers are now talking about – the omnichannel customer experience. So, is omnichannel just well-connected multi channel?

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. Without question, digitization represents massive customer experience, operational, and revenue opportunities. The Impact of Doing Digital Right.

Enterprise 63

Enterprise Big data Analytics Technology 63

Avaya

MAY 23, 2017

Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Let me know what you think.

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42