Fervent Fans Give Customer Feedback to Verint for Turnkey Intelligence


Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million sports and entertainment fans annually.

How to Create a Modern Stadium Fan Experience with a Digital Identity


Sports fans are focused and engaged, with instant mobile access to info and entertainment. Customer Engagement Avaya Avaya Sports and Entertainment fan engagement Fan Experience

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Technology for 21st-Century, Experience-Driven Sports Fan Engagement


It’s team analytics. It’s stadium analytics. Customer Engagement Avaya Avaya Sports and Entertainment fan engagementSensors in their jerseys, shoes, and helmets. Sensors in the turf, the goal box, race car, and golf club.

You’ve Got Data? Well Don’t Start There!


Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements.

The Future of Brand Building is Customer Centricity


Their websites are filled with useful information, entertaining videos and engaging games. Marketing is an old profession. It’s been around for hundreds of years in one form or another.

The Surprising Answer to the FinTech Threat


While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people.

Head to the Big D May 14-17 for the Verint Engage Customer Conference


This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

The Year of On-demand, Personalized Shopping: The Cloud and IOT Abound

Natalie Petouhof

Microsoft shared for the first time several retail innovations using its technology, including a smart shelf and a tablet-enabled shopping cart, and showed how retailers can gather better store analytics. GameStop announced it is working with Microsoft to create an interactive, informative and entertaining shopping experience in an immersive environment. Tweet What’s Happening in the World of Shopping and Customer Experiences?

A Look Back at Engage – Part One


all-you-can-eat buffet and free lounge cover-band entertainment passed into history, Vegas and I parted ways. Speech Analytics Contact Centers Big Data Call Centers EngageFor the first time in my life, I actually enjoyed a trip to Las Vegas.

Local Motor’s Self-Driving Vehicle Taps the Power of IBM Watson

Natalie Petouhof

Olli is essentially designed to deliver interesting, entertaining, intuitive and interactive experiences for riders. Tweet There’s been a lot of talk around self-driving cars and Local Motors, a leading vehicle technology integrator and creator of the world’s first 3D-printed cars, introduced the first self-driving vehicle to integrate the advanced cognitive computing capabilities of IBM Watson. Local Motors is a technology company that designs, builds and sells vehicles.

A Look Back at Engage – Part One


all-you-can-eat buffet and free lounge cover-band entertainment passed into history, Vegas and I parted ways. Speech Analytics Contact Centers Big Data Call Centers EngageFor the first time in my life, I actually enjoyed a trip to Las Vegas.

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.

AI Customer Service: Today’s Most Transformative Technologies


Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent.

Pulse Conference – Top Speaker Recap – Cisco, SAP, AppNexus, and more


Space is limited (to keep it an intimate affair), so don’t miss out on an opportunity to connect in an informal environment with some of this year’s Top-Ranked Customer Success Influencers, eat, drink, and listen to some infectious entertainment by the superstar, Ed Daly. Ashfaq Mohiuddin , VP of Customer Intelligence, Analytics, & Machine Learning, Salesforce.

The Role Of AI In Customer Experience


AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. Data unification is a must for any type of behavioral analytics. Our web analytics and CRM platforms take advantage of this inherent luxury.

17 Surprising Stats About Call Centers


Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Concentrix Analytics Practice Lead.

Trends, Business, and the Future of Sports


Athletes are more entertaining, stats are more revealing, tech is more advanced, and the experience is prime! 5G is in its infancy : 5G’s impact on the sports and entertainment world makes it difficult to identify all potential opportunities.

A Contact Center Expert’s Guide to Improving CX in 2019


Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos.

7 Last Minute Gifts to Spoil Your IT Team this Christmas

Momentum Telecom

A wide field of vision and 360-degree immersion creates realistic interaction, and with an exclusive library of more than 500 titles you are to always be entertained. Voice Analytics. Momentum’s Voice Analytics tool allows you to gain new insight that helps build a healthier team and saves time and resources. Still looking for the perfect gift? We’ve got you covered! BB-9E.

Leveraging Data to Understand Today’s Fans for a Better Stadium Experience Tomorrow


With buzz phrases like actionable analytics, internet of things, advanced machine learning, and information of everything—it is our responsibility to increasingly integrate cutting-edge technology and smart solutions for a smart digital world into our everyday interactions.

How Mobile Banking is Redefining The Customer Relationship


Banks can also track calls and assess engagement with messages using call tracking platforms integrated with CRM systems or other analytics suites. Personalisation, Analytics & The Potential of AI. Those setups integrate with email, analytics platforms, and other digital services.

LavaCon Day 1: Change, Evolution, and More Change


PDFs) doesn’t serve your customer’s objectives and can’t provide the content analytics you need to evolve. Stefan Gentz presented some entertaining data about customer attention spans and how Adobe adapted their technical communication strategy. It’s exciting to be part of LavaCon 2017. This conference has truly earned its reputation for being a go-to event for Content Strategists and TechComm enthusiasts. It’s no surprise that this year’s attendance is the highest ever!

5 Ways AI and Machine Learning Are Automating Customer Service in 2019

CSM Magazine

Modern ticketing tools also add analytics and reporting capability which gives a big picture of the types of tickets, nature of tickets, sources of tickets, and so on. Disney’s theme parks provide rich, entertaining experiences for the entire family.

Security Tech Crosses Over to New Frontiers

Customer Interactions

Security technologies (video surveillance, video analytics, and PSIM) are also crossing over into new frontiers. By integrating a video analytics-based crowd detection application and PSIM, operators are automatically alerted when there’s excessive congestion at any service or access points, so they can immediately address the situation. Technology always seems to evolve in ways that we cannot anticipate.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


With built-in analytics and reports, managers can track agent performance to improve effectiveness all around. Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.

Companies Struggle to Keep Their Customers Happy

CSM Magazine

From the 19 industries covered by this report, only 4 rated higher, LiveChat’s analytics team said. million chats monthly), and Entertainment (avg. LiveChat has published the results of their fourth annual Customer Service Report.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs


In-flight entertainment has been in-demand since commercial flight became routine; Virgin just figured out a way to up the ante by including individual TVs in all headrests. This is a guest post from our friends over at FieldBoom.

2019 Customer Experience Trends

The Center for Client Retention

Artificial Intelligence (AI) tops the list, with a virtual army of app developers working around the clock to help us excite, entertain and educate our clients. Predictive consumer analytics is not new, and neither is Amazon’s use of it.

Stratifyd Spotlight: Sam Stelle


I was really intrigued by [Stratifyd’s] text analytics research. A: My lifelong friend Toma, one of the co-founders, would always talk about the technology behind the core use case of text analytics and it really excited me. They’re super fun and so entertaining.

Out of the House and into the Stadium: The De-Couching Dilemma


I recently attended the Sports and Entertainment Alliance in Technology Conference in Las Vegas. The high value endgame here is analytics. Analytics give us knowledge and insights into consumer behavior. The power to use analytics to elevate the in-person, in-stadium experience.

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP


Swati: When CX teams are trying to analyze where and why things are going wrong, what kind of analytics are they using to inform their decision-making? Is it predictive analytics? Do you see any use of customer journey analytics or even an instance of artificial intelligence being used?

Will cognitive networks enable better conversations in the future?


Our analytics facilitate the identification and root cause analysis of issues, and our reports allow you to benchmark the performance of your telecoms network. 1 Cognitive Network and Service Operations, IBM Telecommunications, Media and Entertainment.

How to Communicate your Way to a Better Customer Experience


They wanted the system of play that had entertained children for hours on end on rainy weekend afternoons. Are you on Slack ? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history."

6 Key Trends Shaping Social Customer Service


Offer customers insight into your brand events and inform them in an entertaining way by creating meaningful, real-time video content. Analytics may also be used to measure average agent response times on individual channels, allowing your company to determine if faster response times are necessary. As social media use continues to grow, customers demand greater brand engagement on these channels.

The Truth Behind Why Your Customers Prefer Self-Service Support


Our work, friends and family, entertainment, and schedule are all accessible through our smartphones. But the real gift is the insight into your customers that simple, off-the-shelf web analytics can provide with online self-service. As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place.

How To Delight Your Consumers And Make Them Promoters?

Dialer 360

Business is getting deeper into predictive analytics. Use of effective reporting and analytics tools that integrated with the communication system. Collaboration, reps take work mobile with access to real-time analytics and customer context.

The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?


We need W-Fi for work; at school; to order our shopping; to control our heating; to stream our entertainment – it literally is an essential part of day to day living. Essentially, Lisa helps to put in place a Social W-Fi and Analytics solution.

Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?


Use balanced analytic approaches. Cultivate analytic marketers. And we are all so overwhelmed by the data tsunami, that we often forget to keep it simple – so KISS your analytics and look for small, steady advances in your information learnings. 11 entertainer.

Stratifyd Spotlight – Anita Sarkar


Sakar was familiar with Stratifyd before joining the company from her time working with Fortune 500 companies and their connection to customer analytics. A: The team seemed so dedicated to continuing to be on the cutting edge of the insights/analytics space.

Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?


Use balanced analytic approaches. Cultivate analytic marketers. And we are all so overwhelmed by the data tsunami, that we often forget to keep it simple – so KISS your analytics and look for small, steady advances in your information learnings. 11 entertainer.