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. Frost and Sullivan, the growth consulting firm, predicted that by the year 2025, global traffic would be measured in 100 Zettabytes. Big Data is helpful.

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.

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How Context Drives Great Customer Experience

Horizon CX

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – . Organizations know how crucial the level of customer experience is in the pursuit of business goals. Context ensures continuity of the customer experience.

Capgemini Acquires Innovation and Design Consultancy Fahrenheit 212 to Drive Digital Innovation Offerings

Natalie Petouhof

Capgemini Turns Up the Heat: Based in New York City and London, Fahrenheit 212 will contribute its specialized capabilities for innovation strategy and consumer-centric design to the broader offerings of Capgemini Consulting. It will accelerate Capgemini Consulting’s ability to define new products, services and experiences for clients, while Fahrenheit 212 gains access to international implementation strengths and the Group’s global network of Applied Innovation Exchanges.

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.

Accueil: Where and How Does Humanity Impact Customer Experience?

Beyond Philosophy

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. To understand customers, the enterprise needs to think in human, emotional terms. Blogs Customer Experience

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. Improving the customer journey is a particular focus of the new generation of contact center WFO suites and an area of great investment. . About DMG Consulting LLC.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG Consulting

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. Thank you for your interest in DMG Consulting’s publications. 4/21/2017. By Donna Fluss. Introduction.

Join Us This Summer for WebinarStock!


This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Thursday, July 25th Customer Experience. Thursday, July 26th Customer Experience.

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys.

Teradata Influencer Summit Highlights

Natalie Petouhof

Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle #5: Consulting, Big Data Consulting, Analytics Consulting, Managed Services. Companies that used to compete on selling cars are really COMPETING ON THE “experience or what it feels like to drive/ own the car.” Tweet Herman Wimmer, Co-President kicks off the event.

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 


Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

Customer Experience Challenges According to 15 CX Experts


Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Let’s find out what the field professionals actually experience.

Choose the Right Customer Experience Data to Make a Difference


Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What is the right customer experience data to measure?

Driving Holistic Customer Engagement Excellence


As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

From the Field: Capgemini Analyst Conference #capgemniAD16

Natalie Petouhof

Net new customers are over 200 and a 35% increase in the client base in North America. Capgemni’s Digital Business Model: It includes not only the “what” but the “how” of customer experience, including digital customer experience, digital organizational and people and digital operations. In terms of the “how”– what digital seems to mean are areas like social & mobile, data, IoT, cyber security and cloud.

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. The best contact center investments are those that contribute to cost reduction, productivity improvements, and a great customer experience.

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

Beyond Philosophy

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? 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. Michael Lowenstein, Ph.D.,

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

IoT Leadership Forum Helps Customers Digitally Transform Their Business

Natalie Petouhof

How Can Companies Learn About IoT, Cloud Computing and Creating Awesome Customer Experiences? For large enterprise customers with complex environments, IoT implementations bring both challenges and an abundance of opportunities to transform their business. To help customers on their journey, we began hosting the Azure IoT Leadership Forum on our Redmond campus last May. Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences.

Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Dive into the innovation, strategies and tactics you’ll need to success in Today’s Ecommerce environment – from increasing customer satisfaction to boosting productivity and cutting costs. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. The big one.

Capgemini Joins Forces with Blueprint to Offer Advanced Requirements Management Capabilities for Financial Services

Natalie Petouhof

Blueprint, an innovator and global leader in accelerating and de-risking large, complex IT projects, and Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced a resale agreement increasing the ability for strategic customer growth worldwide. Capgemini will continue to leverage Blueprint’s wide array of requirements management capabilities both for its internal product development and for its customer implementations.

Capgemini Collaborates with Celaton on Artificial Intelligence in the Cloud

Natalie Petouhof

Capgemini, consulting, technology and outsourcing services, has announced a new global collaboration with Celaton , a specialist Artificial Intelligence (AI) company, to license and use its inSTREAM, cognitive learning technology. This minimizes the need for human intervention and ensures that only accurate, relevant and structured data enters business systems. It is an important element in ensuring the delivery of maximum value to its customers. Tweet.

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Capgemini Announces Expanded Collaboration with Amazon Web Services

Natalie Petouhof

Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). How Big is the Team? The Capgemini migration factory for AWS, in Chennai and Bangalore, will support customers’ migration of enterprise applications to the AWS Cloud. said: “ We are delighted to be working with Capgemini as they expand their commitment to AWS customers including a dedicated migration factory.

Marketing Maturity Mobilizes Customer Experience Mojo


Marketing Maturity Mobilizes Customer Experience Mojo. Customer experience excellence depends to a great extent on marketing having its act together. And in many companies, the customer experience management team reports directly to the CMO.

Who's Your Customer Experience Custodian?

CX Journey

Who is the customer experience custodian in your organization? The customer experience custodian was just one of the topics we discussed. As you probably know by now, I'm always happy to talk to anyone about customer experience and employee experience.

11 Customer Experience Flaws that Predict a Company?s Failure

CSM Magazine

Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3%

Be Honest: Are You Communicating Effectively?

Beyond Philosophy

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. 1 – Understand your customer.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires. But customers are not rational! Like all data, though, wearable technology has its limitations.

Shocking! Yahoo’s data breach

Beyond Philosophy

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. Destroying Brand Experience, One At A Time.

Guess Who? They Know everything!

Beyond Philosophy

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level. Listening to what customers say is important.

More Than Just Number-Crunchers: How Accountants Provide Value-Added Services


Large accounting firms have part-time CFO services ready for hire, but smaller groups, including specialized CFO consultancies and independent contractors, are also getting in on the part-time CFO game. Your growing firm gets an experienced financial leader at the helm, while the accountant gets an executive assignment that could lead to consulting work on taxation, business strategy, technology, and regulatory matters. Includes a free demo and 1 free hour of customization services.

Amazon’s Latest Experiment – Will It Work?

Beyond Philosophy

Ordinarily, anything that eliminates a pain point is a step in the right direction as far as the customer’s experience is concerned. But, as I said, I am not sure people will ultimately prefer the cashierless experience. Be Warned: You Can’t Rely on Big Data!

Command Customer’s Attention: The Secrets Uncovered!

Beyond Philosophy

Everyone wants your Customers’ attention. These ubiquitous pleas for attention can be overwhelming and crowd out your bid for your Customers’ attention. Appealing to the innate need to avoid pain has enormous implications for the remainder of your Customer Experience as well.

5 Top CX Trends For Survival in the Age of the Customer


The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Are you following these 5 critical customer experience trends?

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. Customers. Migrate employees, and support them, in their evolution as customer agents and counselors.

A Guide to Navigating the Digital Hype


Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. This means wasted resources and potentially lost customers.

#SXSW: Emerging AI with a Focus on Greater Experiences


Having thousands of attendees ask for the same information can be an experience destined to disappoint the customer. But Abby provides a personal experience, though she doesn’t always get it right (bots aren’t always the best mind readers) but she learns as she goes.

New Report: Delivering Top Experience Management across the Web, Mobile and Commerce

Natalie Petouhof

Tweet In this new report we look at some of the key concepts for defining the elements required for superb experience management in the digital business disruption era. The perception that creating a superb customer experience is easy, is the downfall of most organizations.

Customer Satisfaction is Declining in the UK. Is the US Next?

Beyond Philosophy

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. User Experience: Is an organization easy to do business with?