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.

Big Data Analytics Creates Smart Contact Centers

Ansafone

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

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.

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.

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.

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?

Turning Big Data Into Big Rewards

Clarabridge

Marketers are flunking the “big data test.” According to Gleanster Research, as many as eight out of 10 CMOs at large enterprise organizations believe they could be doing a far better job of using data to make better and more informed marketing decisions.

Leveraging Big Data to Fine Tune Customer Experiences

Avaya

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. Allows you to add data sources quickly.

Guest Post: The Relationship Between Cloud ERP and Big Data

Natalie Petouhof

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data. Big data is popular amongst business intelligence and analytics applications.

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.

Big Data - Getting Smarter with Customer Engagement

Verint

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Defining Big Data

Customer Interactions

Recently, NICE’s Dr. Bob Banerjee was interviewed for an article on Big Data for the new ASSA ABLOY Future Lab website. But first, what exactly is Big Data? We are moving toward that with big data.” That is the beauty of Big Data.

CX Being Led by Humans, Not Bots—Hear More from Avaya at AI & Big Data Expo

Avaya

Hear all about Digital Transformation of Customer Experiences from Avaya at the AI & Big Data Expo North America, the leading Artificial Intelligence & Big Data Conference & Exhibition, November 28-29 at the Santa Clara Convention Center, Silicon Valley.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Turning Big Data into Big Decisions. The problem with this data is that it points to lagging indicators. Gather the data. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

In this age of the customer and the era of “big data” be sure to check your vendor contracts closely to ensure you own and have access to the data that you are capturing. Don’t be a data hostage! We are well within the “ Age of the Customer ”.

In the World of Big Data, Old School Customer Service Never Goes Out of Date

Up Your Service

Yet despite all this new “big data” and the insights it can deliver, customers all over the world still appreciate “Old School Customer Service”. The post In the World of Big Data, Old School Customer Service Never Goes Out of Date appeared first on UP Your Service.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Turning Big Data into Big Decisions. The problem with this data is that it points to lagging indicators. Gather the data. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

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.

Big Data in physical security

Customer Interactions

Recently, NICE’s Dr. Bob Banerjee was interviewed for two articles on Big Data for the new ASSA ABLOY Future Lab website. But how is Big Data currently being utilized in the realm of physical security? ” So where does Big Data come into play?

Optimizing Sales Compensation using Big Data

Customer Interactions

Sales compensation is a world swamped with data. ICM applications must accommodate a wide variety of data from upstream systems, facilitate processing, and deliver results through multiple channels and formats in order to support activities such as territory management, quota setting, modeling, forecasting, commission calculation, and on-demand reporting and analysis

How to Best Use Customer Feedback: 3 Ways to Act on Big Data

PeopleMetrics

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. Here are three best practices to help you turn big data into action.

Big Data and Predictive Analysis: What Every Small Business Needs to Know

Abby Connect Virtual Receptionists

Big data is not just for the big companies. Big data has been around for quite some time, but it may seem like an elusive jargon to you. With explosion of real-time data applications, it is but obvious that a huge amount of data is accumulated in various applications. Large businesses were quick to realize the value of this treasure trove and deployed various data analytics techniques to discover trends and gain insights

PSAP, Meet Big Data

Customer Interactions

Many other sensors and data sources will probably also be routed to PSAPs, such as LPR, gunshot detection, hazmat alerts, weather alerts, telematics, and even social media. While these sources of Big Data hold a lot of promise, they will create major challenges too. This ability to correlate different data sources is where Big Data technologies will play a role.

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.

Demystifying Big Data's Next Conquest: Physical Security

Customer Interactions

Big Data is a big business. Companies everywhere are tapping into Big Data to transform themselves. Still, for all its notoriety, Big Data is hard to pin down. Ask 10 different experts what Big Data is and you’ll get 10 different answers.

A New Big Data Lesson

Customer Interactions

In the last couple of years there has been a recurring theme on media press sites covering technology, of companies compromising the security and belittling the value of their customers information – whether it be dangerous (i.e. bank cards) or personal. The recent headline that drew my attention was on BBC News - “Social apps ‘harvest smartphone contacts’”. According to the report, the Twitter App on the iPhone has been copying entire address books from the phone to another third party company

Big Data Is Turning 20 – Let’s Celebrate with Tough Love

Mindtouch

Back in 1997, Michael Cox and David Ellsworth first coined the term “big data” as we understand the term today. For Cox and Ellsworth, “big data” names the challenge of visualizing extremely large amounts of computer data that (in those days) exceeded the capacities of local systems. Since then, big data has only gotten bigger. So in light of this landmark birthday, we’ve got some tough-love advice as big data hits adulthood.

You’ve Got Data? Well Don’t Start There!

C3Centricity

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data.

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.

3 Ways to Use Big Data to Improve Customer Service in Your Call Center

Talkdesk

Oxford defines “big data” as “extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions.” So how can your team use big data to provide top-notch customer service?

Are Smart Things Really Smart?

C3Centricity

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.

The Big Data Challenge/Opportunity: What it Means for Security

Customer Interactions

But for the most part, we are also in a constant state of data overload. Organizations are similarly challenged by the overflow of Big Data from transactions, social media, records, interactions, documents, and sensors. But the ability to correlate and link all of this data, and derive meaningful insights, can offer a great opportunity. Improved Coordination While analyzing big data is critical, being able to share that information is equally important.

3 Tips to Leverage Big Data and Improve Customer Loyalty

Customer Interactions

In many organizations, retaining loyal customers is often less focused upon than making efforts to acquire new ones. Bearing this in mind, customer experience across key touch points should be enhanced to meet and exceed customer needs throughout the entire customer journey. After all, each satisfied customer is capable of bringing several more your way. Don't start addressing customer experience issues across multiple touch points at once. Start with the ones of highest impact

Do you (really) unlock the value from your Big Data?

Customer Interactions

Last Wednesday I was trying to look for a specific slide in one of the many PowerPoint presentations I have on my laptop, and kept stumbling across new presentations that I had completely forgotten I had there…well, there are tactics that I developed in the past years on how to organize my documents better, however I still from time to time get lost and frustrated when I can’t find what I am looking for, although I’m sure I have it there… somewhere

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights.

4 Technology Trends that Transform Contact Centers

Ansafone

24-7 call center Ansafone Contact Center AI analytics artificial intelligence automation big data statistics tech. Advancements in technology have revolutionized how companies interact with customers.

The Impact of Big Data on the Voice of the Customer

Customer Interactions

Big data and its challenges are not a new phenomenon. Back in 2001 Gartner analyst, Doug Laney defined the challenges surrounding the growth of big data in a research report that he authored (he also presented on the topic at a number of conferences). He described the challenge as being three dimensional; the increase in volume, velocity and variety

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.

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.