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.

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.

Setting Big Data Free

Blueworx

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?

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

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. the noise by simply relying on data points they are most comfortable.

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.

5 Ways Big Data Can Improve the Customer Experience

VocalCom

Brands nowadays collect a tremendous amount of data on their customers. In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Using big data to better understand how customers feel is therefore critical to connecting with them on an emotional level and winning their loyalty.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Callminer

Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. To get a well-rounded view of customers, contact centers need to collect and analyze data from every channel.

The Evolution of Customer Service: Landline to AI

Contact Center Pipeline

Technology AI big data call center chatbots contact center robotic process automation RPA self-serviceBack in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way to contact customer service was by calling… from your landline.

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.

7 Digital Transformation Trends to Watch While You Digitize Your Business

Jive

We’ll see the Internet of Things affecting offices, allowing remote access to valuable data. Big Data. The Internet of Things is expected to generate more data than we could possibly process—an estimated 600 zettabytes by 2020. Your competition is going digital. Are you?

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.

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

voip 52

What does it really mean to optimize customer experience?

Nuance

Customer experience big data call center analyticsWin in today’s hyper-competitive world by harnessing actionable insights to continuously improve user experience and solution performance.

4 Top Technology-Driven Nonprofit Trends

Jive

Deep dive into Big Data. Collecting data isn’t a new practice for nonprofits. The trouble is, what to do with the data once you have it? Naturally, that depends on what you’re trying to accomplish with your data. Technology leads the latest nonprofit trends.

Predict why customers engage? It’s no fantasy

Nuance

Customer experience Artificial Intelligence big data call center call deflection customer satisfaction customer service IVR multichannel customer service omnichannel customer service prediction web customer service

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.

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.

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

DMG

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.

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.

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

ShepHyken

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.

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 Customer is Changing: Decipher the Clues

inContact

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.

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

ShepHyken

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.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG

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

DMG

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).

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.

Transforming the Enterprise and Call Center with Intelligent Automation (IA)

OvniSource - Ovniblog

artificial intelligence big data call center contact center customer experience customer experience management customer journey customer satisfaction intelligent automation workforce optimization automation5 Capabilities Intelligent Automation (IA) Solutions Must Deliver to Align with Customer Demands We live in a world that is connected, mobile and demanding.

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

Data Unification – Don’t Confuse Your Customers

OvniSource - Ovniblog

The Data Unification Dilemma Although there may be many internal discussions about enterprise-wide data unification, putting it into real-world practice is often neglected. The post Data Unification – Don’t Confuse Your Customers appeared first on OnviSource. big data customer experience data unification data silos

Cross-Channel Analytics Transforms the Enterprise

OvniSource - Ovniblog

big data contact center customer experience customer satisfaction enterprise social media speech analytics text analytics workforce optimization analytics cross-channel analytics enterprise analytics omni channel analyticsCross-channel Analytics Delivers Customer Engagement Management OnviSource recently announced a new cross-channel analytics, enterprise-wide solution called OnVision.

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.

Divide And Conquer

Salmat

Big Data. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.

Divide And Conquer

Salmat

Big Data. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.

Thinking About Data? Here Are 3 Things You Need To Do First

Salmat

Big Data. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.

Thinking About Data? Here Are 3 Things You Need To Do First

Salmat

Big Data. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.

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.

SME Target Market Mistakes To Avoid

Salmat

Big data, online, offline, social media, SEO, SEM, eDMs, SMS… We’re just spoilt for marketing choice these days, aren’t we?! But running your marketing campaigns without zeroing in on your target market is like buying a gift for a complete stranger.

Data Decisions - What To Do With It

Salmat

Every brand, every marketer has gathered huge amounts of data from its customers. Big data has been big news for a while. But the story about what comes next, how this data can actually be used and what the new frontier of data-driven marketing will look like is not clear for many in the industry

Data Decisions - What To Do With It

Salmat

Every brand, every marketer has gathered huge amounts of data from its customers. Big data has been big news for a while. But the story about what comes next, how this data can actually be used and what the new frontier of data-driven marketing will look like is not clear for many in the industry

“Smart” contact center solutions that use artificial intelligence

DMG

Machine learning is a method of data analysis that uses statistical algorithms to detect patterns and predict future outcomes without explicit programming. When the application ingests new data, it assimilates the information to “learn” and iteratively adapt its actions.