ShepHyken

SEPTEMBER 9, 2022

This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years.

Marketing 198

Marketing Sales Engineering Analytics 198

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

ShepHyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. Then you describe your general marketing efforts as customer experience marketing.

Marketing 191

Marketing Customer Experience Customer centricity Advertising 191

CSM Magazine

DECEMBER 3, 2024

No matter what sort of business you’re in, Artificial Intelligence (AI) is most probably already assisting you with marketing your products and services. However, as AI developers continue to produce tools for a variety of business tasks, you may not be aware of some of the newest tools produced with marketers in mind.

Marketing 52

Marketing Chatbots Analytics Advertising 52

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you dont react to the customers past behavior.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. Besides offering timely support, brands will use live chat for marketing and improving customer experience through value-added services like appointment booking, reminders, delivery notifications, etc.?.

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

OctopusTech

JULY 25, 2024

Videos are becoming an increasingly important part of SEO marketing strategies. Incorporating videos into your content strategy can help boost your site’s search rankings, increase user engagement, and add another dimension to your online marketing. This is one of the main reasons to focus on SEO video marketing.

Marketing 126

Marketing Real estate Engineering Analytics 126

CSM Magazine

FEBRUARY 25, 2025

The NFT (Non-Fungible Token) market has grown into a multi-billion-dollar industry, transforming digital ownership and redefining how assets are traded. Despite their meteoric rise, the NFT market faces volatility, regulatory uncertainties, and concerns over sustainability. Major Sectors in the NFT Market 1.

Real estate 52

Real estate Marketing Entertainment Finance 52

ShepHyken

JULY 11, 2022

Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers. My Comment: Content marketing is more than a marketing strategy. That’s marketing and CX.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Analytics 48

Analytics Coaching Employee engagement Quality management 48

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.”

Call Center 376

Call Center Technology Banking Contact Center 376

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications. The following diagram gives a high-level illustration of the use case.

Government 100

Government Banking Accountability Engineering 100

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Assess how they’re going to harness analytics to make the right decisions.

B2C 346

B2C Customer centricity Feedback Upselling 346

C3Centricity

NOVEMBER 26, 2024

It’s a transformational shift essential to gaining a lasting competitive edge in today’s market. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Banking 116

Banking Feedback Customer retention Marketing 116

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). CX Teams Are Usually Part of Marketing. However, if you’d have to put them into one area, then marketing seems a good option.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

ShepHyken

FEBRUARY 9, 2025

5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. I have added my comments about each article and would like to hear what you think too.

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

PeopleMetrics

JANUARY 23, 2025

And while CX professionals and market researchers have always worked hard to connect metrics to actions, AI now makes that process faster, smarter, and more focused. AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments.

Metrics 118

Metrics Surveys SaaS Wait times 118

ShepHyken

JUNE 4, 2019

They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers. There are many areas in which marketers no longer have control of a company’s brand.

Advertising 293

Advertising Marketing Analytics Sales 293

ShepHyken

SEPTEMBER 15, 2020

Quotes: “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”. About: Geoff Webb is the Vice President of Products at PROS , where he works with technology, marketing and go-to-market teams.

B2C 319

B2C B2B Self service Sales 319

TeleDirect

DECEMBER 25, 2024

Increased opportunities to expand into global markets. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Use analytics to monitor performance and optimize processes. A 24/7 call center ensures: Seamless support for customers worldwide.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

DECEMBER 25, 2023

Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.” ” “Customer experience analytics are too important to be the job of just analysts. ” About: Akin Arikan has 20 years of experience in analytics.

Multichannel 236

Multichannel Analytics Feedback Metrics 236

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. By using existing solutions and AWS technical teams, Rocket significantly reduced the time to market, allowing for swift deployment.

Analytics 118

Analytics First call resolution Banking Interactive Voice Response 118

AWS Machine Learning

JUNE 26, 2024

Capital markets operation teams face numerous challenges throughout the post-trade lifecycle, including delays in trade settlements, booking errors, and inaccurate regulatory reporting. We commonly see the application of screen scrapping solutions with OCR in capital market organizations.

Marketing 116

Marketing APIs Banking Entertainment 116

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. With marketing and advertising to attract new customers being one of the biggest challenges facing small businesses today , it’s more important than ever to retain existing customers by delivering exceptional customer service.

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

ShepHyken

JANUARY 15, 2021

Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools. Word of mouth is a massively important marketing tool, so you’ll want to make sure your customers are helping to spread the word about your company.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

TeleDirect

MARCH 13, 2025

Market Research and Surveys : Conducting customer satisfaction surveys and gathering market insights. Access to Advanced Technology Top call centers utilize AI-driven chatbots, CRM software, and analytics tools to optimize performance and improve service quality. Q5: How does AI improve call center efficiency?

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

TechSee

NOVEMBER 27, 2024

Proactive Support   Predictive analytics can anticipate customer needs and potential issues, allowing business leaders to proactively offer solutions and prevent problems before they escalate. Real-World Results Businesses that cultivate a customer-centric culture often witness increased market presence and customer loyalty.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

TeleDirect

JANUARY 7, 2025

Youre expanding into new markets or time zones. Advanced analytics and reporting to monitor performance and identify trends. Key Indicators: Your customer support team is unable to keep up with the growing workload. Seasonal spikes or promotional campaigns are overwhelming your current resources.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

ShepHyken

MAY 31, 2019

A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line. You can also use analytics data to better understand your customer demographics, interests and behaviors.

Customer Experience 304

Customer Experience Feedback Construction Personalization 304

PeopleMetrics

JANUARY 31, 2025

AI-driven text analytics scans millions of customer comments across surveys, social media, and reviews to surface what matters. No algorithm can replace a CX or market research professional who understands the industry, company culture and strategy. AI surfaces insights, but humans decide on which insights to take action on.

B2C 98

B2C B2B Airlines Surveys 98