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: .

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.

ROI from your investment in speech analytics? Absolutely!

Callminer

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.

Enterprise Uses of Speech Analytics (whitepaper)

DMG

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?

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.

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.

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

Lumoa

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

Customer-Centric Marketing: Step-Up Performance

ClearAction

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.”

Smarter Analytics with Adobe Launch

iCiDIGITAL

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

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

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.

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.

52 Reasons to Embrace Marketing Operations

ClearAction

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.

Introducing Conversation Analytics: Clarity on every call

Infinity

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.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations

ShepHyken

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.

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.

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

DMG

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.

Everything You Need to Know about Text Analytics

Lumoa

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

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.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

DMG

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.

Artificial Intelligence and the Customer Experience

About Harris Insights & Analytics Harris Insights & Analytics, is one of the world’s leading. public opinion, market research and strategy firms that. delivers market and societal intelligence for transformational.

Marketing Manager

Stratifyd

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

Challenges of Unlocking Recording Data for Speech Analytics

OrecX

According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value. Marketing intelligence.

Adobe Leading the Industry for Customer Analytics Solutions

iCiDIGITAL

Adobe leads the Customer Analytics field according to the recent Q2 2018 Forrester Wave report. Adobe Analytics allows you to self-explore the data as well as using advanced analytical capability to automate insight discovery, all within a nice UI. .

‘Top 50 Marketing Thought Leader’ Reveals Latest Trend

Beyond Philosophy

I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” In our bland world everything is the same to many marketers who still only focus on the 4P’s (Price, Place, Product and Promotion) and use this as a crutch. Marketers need to recognize that human decision making is far more complex than this.

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.

2018’s marketing takeaways in 120 seconds

Infinity

We’ve seen micro-marketing scandals with Cambridge Analytica, successes with Easterseals Southern California’s (ESSC) ingenious “Change the Way You See Disability” campaign, and the GDPR black cloud which has invited marketers to re-think their uses of big data and targeted marketing campaigns.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

Are real-time analytics essential for AI-based speech analytics solutions?

Tethr

At the recent CUSTOMER CONTACT WEEK event in Las Vegas, nearly every potential customer we spoke to seemed to be very focused on a handful of speech analytics features—but, when pressed, often had a hard time explaining why those features were necessary to deliver business value.

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop 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 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

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.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 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 12th annual Speech Analytics Product and Market Report. After 14 years in the commercial market, speech analytics has reached maturity, but the solutions have not become commoditized.

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 take action with Call Center Analytics

Customer Relationship Metrics

Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. “Understanding call center analytics is becoming necessity for high-performing leaders.”

Marketing Operations Manager

Stratifyd

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

Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. Marketing feel pressure to help achieve revenue targets.

5 More Benefits of Speech Analytics

Monet Software

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. Speech analytics will track patterns where such questions come up frequently, so it’s possible for agents to provide information about this issue at the time of purchase. Looking for more reasons to add speech analytics to your contact center?

The Top Advanced Reports to Look at in Google Analytics

CallSource Insights

Consistently improve your marketing with essential data. The best reports exist to answer a specific question tied to your marketing. Today we are answering more of these questions and which advanced Google Analytics report to view.

Minimizing contact center analytics’ “big brother” perceptions

DMG

Question: We are adding speech, text and desktop analytics solutions in our contact center. Answer: Helping agents understand how contact center analytics can contribute to their success is key. While it is true that contact center analytics provide managers with greater insight into what agents say, type and view during their workday, this is only a small part of what these applications offer.