Emotion Analytics is at the Heart of Customer Experience Innovation


And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Research indicates that over the next five years, the emotion analytics market will register a 60.8%

How Chat Analytics Differs from Voice Analytics

Customer Service Life

Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics. Chat Analytics.

Insight-Driven Marketing – The Intention/Reality Gap

Peter Lavers

It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. The report got me thinking about the intention/reality gap of insight-driven marketing, and sparked a blog, which can be read at: .

ROI from your investment in speech analytics? Absolutely!


While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution.

Study: The Health of the Contact Center

in the form of increased market share and revenue. speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. VoC) analytics and advanced reporting–that transforms the contact center into a.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations


This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences.

Mintigo: Advanced Predictive Analytics for Marketers

Natalie Petouhof

One of the most important aspects of marketing is to be able to have better discernment around the leads. Not Your Grandfather’s Predictive Analytics: Using the power of predictive analytics, Mintigo discovers your ideal customer profile, targets the prospects with the highest propensity to buy, and engages them with the right message through the right channels. Mintigo provides predictive analytics for both Marketo and Eloqua.

Digital Marketing & Web Analytics: Where to Advertise?

CallSource Insights

Determining how to be noticed on digital mediums, and how to successfully market to and track the consumers who find you online, is vital to your business’ success. Making data-based decisions is always an important factor; this is true for your online marketing attribution as well as your offline attribution. Digital Marketing and Web Analytics. To implement an effective digital strategy, you need to track your digital marketing and web analytics.

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Small Call Centers Go Big with Speech Analytics Click to Tweet. For many small to midsized contact centers, speech analytics has been out of reach.

Enterprise Uses of Speech Analytics (whitepaper)


Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Analytics. More than 1,000 marketing and. analytics software provider. analytics. of analytics, companies can. management, voice-of-the-customer (VoC) analytics and advanced reporting–that transforms the contact center into a customer. and text analytics.

Measuring Marketing Effectiveness

Peter Lavers

When speaking about the power of converging different technical disciplines to yield customer insights, it’s common for the conversation to focus on converging analytics & research for proposition insights. Most, if not all, marketers will be familiar with the concept of a purchase funnel.

Speech Analytics and AI Is a Winning Combination


Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. As the pace of business has accelerated, the demand for real-time speech analytics has increased. The future of this process is analytics-enabled QM (AQM).

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging


Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Market Research.

8x8 Launches Speech Analytics and Integration Framework


How fast they are able to respond to each other, partners and customers, the time it takes to bring new products and capabilities to market or using automation to drive scale—speed is the new battleground. Speech Analytics for Contact Centers. Analytics Features.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. such as context aggregation and analytics-based insight to figure.

What is Marketing Operations?


What is Marketing Operations? Marketing Operations is the science and art of optimizing efficiency and effectiveness of the Marketing organization. The purpose of marketing operations is to increase organizational efficiency, agility, and value. 7 Deadly Sins of Marketing.

Properly Track the Results of Your Marketing: Google Analytics Channel Groupings Explained

CallSource Insights

Understanding how they are grouped is essential to properly tracking your marketing campaigns. Google Analytics classifies website visitors into the Default Channel Groupings which are the most common sources of website visitors to any website.

4 Strategies to Boost Your Email Marketing

Joe Rawlinson

Email marketing is still one of the most successful ways to convert readers, nurture leads, and raise revenue for your business. Here are 4 strategies to boost your website’s email marketing: Study your audience. Avoid sending a generic marketing email with a “Dear Customer” greeting.

The Market for Speech Analytics Will Grow 30% in India


I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. In my view, it is becoming standard table stakes not just for the BPO market—which in many cases is being demanded by U.S.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. sales or marketing change in the past 12 to 18. analytics to inform change but admit to.

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 billion by 2023, rising at a market growth of 17%. At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels.

Ventana Research Requests Input for Customer Analytics Market Research


Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement. In today’s intensely competitive markets, companies must strive to meet customer expectations during every interaction—and customer analytics can help.

Customer Insight Leader: Customer Data is the new Marketing Battleground

Peter Lavers

This is the first of two blog posts on the Customer Insight Leader blog, in which I set out why data is the new Marketing battleground and (in my second blog) how analytics are the weapons guidance systems needed to win the battle. Latest Thinking Marketing Strategy

Smarter Analytics with Adobe Launch


Analytics implementations can be difficult to develop and maintain without the proper tools. Some businesses try to implement analytics calls on individual buttons or other user behaviors in their frontend codebase. AEM Analytics Blog User Experience Web Development

The Health of the Contact Center: Are You Ready for 2019?

in the form of increased market share and revenue. speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. VoC) analytics and advanced reporting–that transforms the contact center into a.

Marketing Intern


Additionally, we were named a "Cool Vendor in Analytics" by Gartner as well as one of "Charlotte's Best Places to Work" and the 2nd fastest-growing company in Charlotte by the Charlotte Business Journal. As a Marketing Intern with Stratifyd, Inc.

52 Reasons to Embrace Marketing Operations


52 Reasons to Embrace Marketing Operations Gary Katz. What is a Marketing Operations mindset? Marketing Operations = greater capacity to create the future & reinvent Marketing from within. Marketing Operations drives this effort. Scalable marketing.

How Your Content Marketing Effectiveness Measures Up

Joe Rawlinson

Getting quality content marketing on to your website is just half the battle. There are several ways to measure the effectiveness of content marketing , the most obvious being through data analysis such as Google Analytics. Marketing Tips guest post

Setting Up Your Google Analytics Filters

CallSource Insights

How to setup some of the most common Google Analytics filters and how you can use them to customize your own view filters and organize your traffic for marketing success. Setting up Google Analytics is simple: you add the script to the right place on your website and you are good to go.

How to Successfully Implement Customer Journey Analytics – Part 1


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.

Thanks to AI and RPA, the WFO Market Surges


Thanks to AI and RPA, the WFO Market Surges. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 The two market leaders, NICE and Verint, which together accounted for 75.5 percent of the total company GAAP revenue in the WFO suite market in the first half of 2018, each experienced strong revenue growth. Based on our ongoing analysis of this market, the first half of 2018 has been good overall for the majority of WFO vendors.

Customer-Centric Marketing: Step-Up Performance


Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Marketers put themselves in the customers’ shoes to sell to them better.”

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report


DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity


Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Each of these market challenges represents substantial opportunity for vendors and end users. Speech analytics has reached maturity after 14 years in the commercial market. Currently, there are two types of speech analytics solutions.

Guest Post: How Cloud-Based Predictive Analytics Gives Companies a Competitive Marketing Advantage

Natalie Petouhof

Tweet Monitoring and fine-tuning analytics are becoming essential to stay competitive in today’s marketplace. Case in point: Business intelligence analytics software sales will reach $18.3 By 2020, the market will be worth $22.8 billion and analytics will be mainstream, Gartner forecasts. This means your competitors will be using analytics. Optimize Your Marketing. Online marketing ROI.

Is it Time to Do Away with Market Research Departments?


What’s your gut response to the title question about eliminating Market Research Departments? Yes, if it is the traditional market research department. Who better than market research to help in its analysis? 10 Steps to Reinventing Your Market Research Department.

Introducing Conversation Analytics: Clarity on every call


Today, we launch our Conversation Analytics suite to unlock the wealth of undiscovered insights that are contained within every single call. This is the mission objective of our Conversation Analytics suite. James Boyle | Head of Digital Marketing, Flight Centre.

What are the top ways we should use speech analytics to get the maximum benefits?


Question: We are just getting started with speech analytics. Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management uses speech and text analytics solutions to review up to 100% of interactions, 100% of the time, in 100% of channels.

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets


Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages. The global customer journey analytics market size will reach $12.22