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

Beyond Philosophy

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Have you used Big Data in your business?

Big data 284
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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. If you liked this article, you might also find these intriguing: The Big Hole in Big Data. Ignore this at Your Peril: How Customers Decide.

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Do You Use the Right Measures for Your CX?

Beyond Philosophy

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Metrics 312
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Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

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Customer Experience Challenges According to 15 CX Experts

Lumoa

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture.

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What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

These clues affect our emotions, shape our attitudes, and guide our actions. He says we need to begin to understand customer emotions and what stimulates them. You might recall that I recently discussed Customer Science on a podcast. It appeals to me because it uses a data-driven approach.

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Contact Center Performance: How To Turn Operations Around When Things Are Going Bad?

NobelBiz

Today, speech analytics is the product of huge investment to thoroughly analyze vast quantities of conversations and find crucial information that leads to a better understanding of the customer’s words, intentions, and behavior. These systems may also identify and analyze customer emotions during a call.