Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. But data can’t see this.

Big Data’s Big Problem

Beyond Philosophy

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data. I have written before about the big hole in big data , which is the lack of emotional data collected in all these bytes of information.

Setting Big Data Free


The post Setting Big Data Free appeared first on Blueworx. Blog AI Big Data Customer ExperienceArtificial intelligence, also known as AI, is woven throughout the economy.

Big Data Boom: How to Capture and Leverage Insights

The Northridge Group

To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?

Transforming the Customer Experience with Big Data

CX Journey

What is big data? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. What is the right data? Data must be analyzed.

4 Ways Data Analytics Transforms the CX

The Northridge Group

advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

Digital Transformation Revolution

Revation Systems

Innovations such as the cloud, artificial intelligence (AI), internet of things (IoT) and big data have already dramatically altered the customer experience in many, if not all, industries.

The CX Circle: Insights from Everybody Lies

The Center for Client Retention

To finish out the CX Circle year, we chose to read Everybody Lies: Big Data. New Data. When we first picked up the book, we thought it would be primarily about personal data and how it can be used to target certain individuals and learn about them.

These 8 Technologies Are Transforming the Contact Center


Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. This Big Data application is intended to track, evaluate, and measure activities and sentiment at every step of the customer journey. Another great match for Millennials—for whom gamification’s instant recognition and gratification are big pluses—and Baby Boomers are fans as well.

Blockchain Futurist Conference, Toronto - Pix, Thoughts and Larry King

Jon Arnold

Overall, there was lots of energy in the crowd, and while the show producers fell short in many areas, they sure packed the place with big names, and the venue had the right mix of exciting new technology and a Gen Y/Z party vibe. Cloud Communications Big Data Unified Communications

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Looking for Blockchain or Cryptocurrency Developers?

Jon Arnold

Cloud Communications Big Data Internet of ThingsHere's my question - do you need an experienced, scalable development team for blockchain or cryptocurrency projects? I don't often do things like this, but my followers will know that I've recently been exploring this space - here and here - both for applications to the collaboration space, but also the broader blockchain opportunity.

Guest Blog: The Evolving Nature of Digital Customer Experience – Are You Ready for the Future?


Dutta Satadip, Director, Customer Success, Americas, Google says “I believe that Machine Learning will have a big impact on the future of customer experience. As Andrew Watson puts it “ten years ago, companies had to focus primarily on delighting the most lucrative customer segment, whereas today we have the ability to craft a relationship strategy with all types of personalities, communication styles and preferences, and other data points.” Big Data.

5 Top Customer Service Articles For the Week of March 12, 2018


There will be the ones you expe ct along with some big surprises. Five Organizations that Are Using Big Data to Power Digital Transformation by Conner Forrest. ZDnet) Big data can be a great asset in achieving digital transformation.

The Customer is Changing: Decipher the Clues


This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. There is so much value in “small” quality management data.

Join Us - Fonolo's Next Google Hangout - Top Call Center Metrics

Jon Arnold

Contact Center User Experience Big DataI've been following Toronto-based Fonolo for years, and they continue to stay on the leading edge of contact center technology. CEO Shai Berger hosts occasional Google Hangout panel discussions, and I'll be on the next one, taking place on May 31 at 3pm EST. We'll be joined by Daniel Hong from Forrester, and Kevin Brown of Banner Health. This is a live broadcast, and to register, all the details are here.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)


Analytics Customer Experience Analytics Customer Journey Speech Analytics Text Analytics Whitepapers analyzing conversations benefits of speech analytics big-data solutions CJA Customer Experience customer insights Customer Journey Analytics customer-centric CX great customer service IA identifying customer needs identifying customer needs and wants identifying customer trends improves customer journey analytics Interaction Analytics uncover customer insights

The 3 Contact Center Applications That Pay for Themselves


IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. DMG defines robotic process automation as the use of software to process transactions, manipulate data, trigger responses, initiate actions, and communicate with other digital systems to automate the completion of high-volume, repetitive, and non-cognitive tasks. Thank you for your interest in DMG Consulting’s publications.

Data for the Sake of Data? Never!

CX Journey

Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Is the Contact Center Going the Way of the PBX?

Jon Arnold

You don't have to look far on my blog to see what I've already written about the conference, but for No Jitter, it just seemed that a number of learnings from Enterprise Connect pointed to that big question. Contact Center Cloud Communications Big DataThat's the question posed for my latest No Jitter writeup, and it stems from several takeaways from last month's Enterprise Connect 2018.

Next Speaking Spot - MoNage - Emerging Communications and the Digital Workplace

Jon Arnold

Big Data Collaboration Unified CommunicationsRegular blog followers and/or subscribers to my newsletter will know that I've been speaking at and supporting Jeff Pulver's MoNage conference from the beginning. My history with Jeff goes back much further, and with MoNage still fairly new, it's small - but highly focused and definitely gaining momentum. Feel free to search my blog about my earlier talks at MoNage, but it's time to talk up the Spring 2018 event.

The Biggest VoC Problem. and How to Solve It

CX Journey

The problem is all of the data that listening generates. The biggest problem with all of the data is that it doesn't get used. That's a big problem. analytics big data constituencies data voice of business voice of customer voice of employee voice of market voice of partner

The Breadth of Customer Insight

CX Journey

In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. As I've written in the past , you may need to be a Data Scientist, Psychologist, Artist, Storyteller, Sales Coach, Economist, and People Leader.

Contact Centers: The Secret to Business Intelligence

Contact Center Pipeline

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best.

Cloud Contact Center Data Augmentation: Customer Intelligence Like You’ve Never Seen it Before

Bright Pattern

We have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like never before. data augmentationThe currency of the contact center is information.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. Like all data, though, wearable technology has its limitations.

Guess Who? They Know everything!

Beyond Philosophy

Seth Stephens-Davidowitz is an economist, data scientist and an author. His book, Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are , explores how big data reveals the biases we have and how we think.

12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

Big data, analytics, AI and IoT continue to be hot topics, and in this 2-part blog I argue that customer data is the new marketing battleground , and that analytics are the new weapons guidance systems.

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Avoiding Bot Biases in Customer Experience

Taylor Reach Group

AI systems have become supercharged at doing just this very thing at high speeds, and with as much data as is available. However, their ability to maximize insights from big data was only marginally successful; unfortunately, there were not enough hamsters to turn the wheel.

5 Technologies That Reduce Customer Effort


Big data. Big data can be used in many ways to provide proactive service. In addition, big data can help brands understand their customers’ habits, such as buying preferences. With the help of insights provided by big data, live chat may be used to reduce customer effort. The technologies used in modern contact centers are instrumental in delivering great customer experiences.

Be Honest: Are You Communicating Effectively?

Beyond Philosophy

Leverage Big Data for all it’s worth. Take all those hundreds of thousands of bits of data, and start getting to know who your customers are, what they want, and how they communicate.

AI: 4 Key Benefits for the Customer Experience


By working closely with big data and even principles of behavioral psychology, artificial intelligence can help brands find their target audience more effectively and transform the quality of the customer experience. Using customer data, the chatbot is able to provide information such as a passenger’s check-in time or baggage allowance. Using data effectively to deliver proactive service is therefore a major benefit of AI.

Shocking! Yahoo’s data breach

Beyond Philosophy

That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market.

Amazon’s Latest Experiment – Will It Work?

Beyond Philosophy

Be Warned: You Can’t Rely on Big Data! The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

Big data can be used to research past behavior. However, the data must include the emotional influences as well to be accurate, at least for predicting how a Customer Experience can influence future behavior.

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management

Peter Lavers

Giant leaps have been made in the disciplines of customer insight that businesses must embrace – Data Science, Big Data, Artificial Intelligence (AI), Cognitive Marketing, etc.

In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. By Brad Baumunk , President and COO.

How to Use Social Media to Support Your Customers


As a business technologist specializing in Intelligent Automation, Kevin has innovated at RBC, adding value for contact centers with unique perspectives on global development, big data design thinking, and delivery. Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses.

Customer Segmentation in the Cognitive Age

Peter Lavers

Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! It also fuels the Data List Broking industry, which seeks to provide highly targeted prospect lists based on such characteristics.

Digital Learners, SXSW EDU, Student Activism & More


” What happens when “Big Data” goes to school and students are turned into numbers ? Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “The problem is that there are parents, politicians, lawmakers, and even some educators who continue to promote an educational model and prepare students for a world that no longer exists.”