Beyond Philosophy
SEPTEMBER 25, 2017
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. Either one can destroy value.
Aspect
AUGUST 26, 2019
There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information.
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Totango
SEPTEMBER 1, 2022
In addition to relying on outdated data, the traditional QBR model fails to take advantage of the latest tools for agile innovation in digital technology, AI, and big data analytics. Today’s competitive SaaS company needs a digital, data-driven, AI-powered approach to QBRs for SaaS. Reimagining the SaaS QBR .
Totango
DECEMBER 16, 2020
One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.
Totango
DECEMBER 1, 2021
An agile approach brings the full power of big data analytics to bear on customer success. As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity. 7 Steps to Bring Agile Innovation to Customer Success. Follow a Clear Plan on Governance and Decision making.
Robert Davis
OCTOBER 12, 2017
Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. Understanding how to use the data to effectively improve the customer experience and KPI achievement still comes down to your people.
VocalCom
JULY 30, 2018
In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. By defining a few key customer profiles, for example, your brand can create a customer journey map for each and determine the best ways to satisfy each person’s preferences.
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