Beyond Philosophy

AUGUST 29, 2016

In other words, understanding the emotions your experience creates are the key to understanding why customers do what they do. Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

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. Let’s take my recent adventure buying a Jeep.

Big data 284

Big data Journey mapping Consulting Consulting 284

COPC

APRIL 1, 2024

Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. This level of personalization ensures that customers feel understood and valued.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Help Scout

FEBRUARY 18, 2019

Specifically, customer service agents need analytical reading skills. What is analytical reading? Analytical reading is a high-level cognitive skill. This is the crux of analytical reading versus what could be called surface reading. Here’s an example of analytical reading in action. Karen Blume.

Analytics 40

Analytics Coaching Engineering Contact Center 40

Enghouse Interactive

APRIL 30, 2021

How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Overcoming the barriers to EI.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Vonage

MARCH 26, 2018

The ROI of emotive CX. Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). 63% of people said they are more likely to buy from a brand or customer service agent they had a positive emotional connection towards.

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

JivoChat

JULY 21, 2021

You might solicit information about your customers and their purchase plans through chat or email surveys. Or, consider seeking customer feedback through Google, Facebook, or Yelp reviews. Your customers are likely busy people. Look for an omnichannel solution to meet your customers where they are.

Chatbots 52

Chatbots B2C CRM Customer retention 52