How to Successfully Implement Customer Journey Analytics – Part 1

Pointillist

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. By Swati Sahai.

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Text analytics represents the present and future.

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics

ForeSee

When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.

How to Successfully Implement Customer Journey Analytics

Pointillist

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start.

Agile Working for Analytics Teams Needs a Cu?lture Change

CX Journey

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. agile analytics culture data insights

Agile Working for Analytics Teams Needs a Cu?lture Change

CX Journey

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. agile analytics culture data insights

4 Vital Business Upgrades Made Possible by Call Analytics

Voxjar

If, in the past, the strategy was used simply as a way to close sales and little more, today it’s able to transcend its traditional purpose by taking on a more active role in generating business analytics that often prove crucial in driving performance.

The 3 most important skills for Data Scientists

Peter Lavers

So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. These included data, analytics & statistical modelling teams (who would now be called Data Science).

How to Free your Enterprise Marketing Data from System Silos

Hero Digital

When you consider your paid media, website CMS and analytics, marketing automation, CRM, social media, purchase transactions, and customer support, that number easily stretches into the dozens for enterprise companies. Marketing & CX Strategy Data & Analytics

Data-Driven Marketing Insights Start With Collaboration

Hero Digital

Part of the problem is that most of the big analytics solution providers promote a misperception that generating these all-important insights with their tools is easy. The Google Analytics homepage claims its users can “get insights only Google can give you.”

Contact Center Customer Experience Best Practices

Callminer

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Customer Experience Resolutions

CX Journey

analytics customer experience employee experience journey mappingImage courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right.

Generating Insights for Better Product Development - Part 1

CX Journey

This is also another marketing area badly in need of holistic customer insight rather than assuming only research or only analytics will do). As with all these stages, multiple sources of information are worth reviewing (data, analytics, research, MI).

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Generating Insights for Better Product Development - Part 2

CX Journey

For the second part of this two-part series on insight generation for product development, I return to that "brown paper" exercise. behavioural analytics and research). analytics customer experience data insights journey map root cause

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 3

Noble Systems

Exercise creativity. Leverage Analytics to Track Behavior & Goal Attainment. Analytics plays an important role in gamification success. On the backend, analytics provides the mechanism for tracking and measuring agent behaviors to determine progress and goal attainment.

What Does it take to Achieve a Successful Digital Transformation?

Aspect

As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. Investing in new technologies without empowering your people to use them effectively is an exercise in futility.

Have You Done These 3 Things to Improve Your CX?

Beyond Philosophy

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. For a more detailed account of how Target achieved this exercise, read the full story here. #2: Having a great Customer Experience is no accident.

The Best Time of Year to Improve CX: Customer Conferences

Verint

Above all, planning the conference should be more than an exercise in “finding and fixing” last year’s glitches. Voice of the Customer Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience customer engagement optimization employee engagement Customer journeys Engage Customer Feedback Collaboration process improvement customer engagement customer focus customer journey map customer experience management customer conferences

Top 3 Customer Experience Predictions for 2019

CSM Magazine

Voice technology has allowed consumers to interact with products in new ways and enhance the quality of their experiences, but to keep up with growing needs, brands will have to adapt and evolve their view of voice as a foundational part of their product or service, not just an exploratory exercise.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. Your Internet-connected Fitbit device allows your insurance company to track how much exercise you get and therefore alter your Insurance policy rates based upon your activity.

Proven Customer Support Tools for Startups With Plans to Scale

aircall

Technical setups and fixes can be performed by knowledgeable representatives in a matter of minutes, saving clients from mental breakdowns, and your team from lengthy linguistic exercises. Periscope — Actionable Analytics.

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

4 Ways to Deliver Content that Chatbots Love

Mindtouch

For the answers, dig into search query reporting, top case drivers, and website analytics. This data can come straight from Google Analytics, third-party tools, or the reporting function within a standalone knowledge management solution.

What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget.

5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

That exercise led me to a variety of Slack applications, of which there are many. This is the power of speech and text analytics. The text of this article originally appeared on the ICMI blog on December 5, 2018.

CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess

ClientSuccess

My mornings tend to begin with a little exercise and a lot of coffee. It’s by far the best book I’ve read on how to identify the one thing you need to achieve and how to think analytically to achieve it.

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Are you familiar with all the different ways your customers interact with your business?

What is the difference between Customer Support and Customer Success?

CustomerSuccessBox

Customer support is people intensive while customer success is analytics focused. However, to improve customer success, the focus should be on analytics. It is like exercising regularly and eating a balanced diet so that your visits to your doctor is reduced.

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed

Comm100

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Social media data and analytics courses: Social Media Monitoring from Udemy. Empathy Exercise.

AI and ML are Taking Digital Marketing to the Next Level

C3Centricity

Unlike normal analytical processes, using AI needs developers and users to start with the end in sight. One area that will certainly need a tremendous amount of human input is in speech analytics. I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA.

6 Contact Center Features That Make Customer Experience Effortless

Talkdesk

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. Voice Analytics.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. Your Internet-connected Fitbit device allows your insurance company to track how much exercise you get and therefore alter your Insurance policy rates based upon your activity. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. Their program has plateaued and now they don’t know what to do.

4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Customer Service Life

Use focus groups and journey mapping exercises to gain an intimate understanding of each issue and the ways they impact actual customers. This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post.

Enter the Super-Agent: Three ways AI enhances the agent experience

Comm100

There are currently 2 primary types of agent-facing AI : analytics tools that help paint a picture of the customer by combing through terabytes of data stored across multiple systems, and conversational applications that help agents better understand and handle customer inquiries. AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it sound like agent-facing AI is just a fad.

5 Contact Center Tech Upgrades to Consider in 2019 - AnswerDash Mentioned in the Leading CX Tech

Answer Dash

That exercise led me to a variety of Slack applications, of which there are many. This is the power of speech and text analytics.

How We Set Up a Data Warehouse and Built a Business Intelligence Strategy for Marketing Insights

CallSource Insights

Business intelligence is a comprehensive analytics solution for all of your data that helps your team better understand the levers that impact the customer journey. Those tools include Xplenty , Panoply , and MODE analytics.

APIs 52

In Digital Transformation, Initial Business Discovery is Key

Avaya

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. We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?”

How and Why to Map Your Stakeholders

CX Journey

Plus, it’s not enough for insight or analytics leaders to generate insights , they need to be able to act on them. Leaders (including data/analytics/insight leaders) will easily recall others they work with often. This is where the exercise looks like a BCG.

Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

He did several exercises with volunteers and had the whole room rolling with laughter by the end of the session. to tell better stories and move the needle- Finally, I had the opportunity to present with my colleague, Ruth McCullen , FCR’s Director of Client Analytics.