5 Ways Big Data Can Improve the Customer Experience


Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. 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.

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience


This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service.

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


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.

How Context Drives Great Customer Experience

Horizon CX

Organizations know how crucial the level of customer experience is in the pursuit of business goals. Most, if not all, businesses aspire to deliver a customer experience that can be described as such. Context ensures continuity of the customer experience.

Avoiding Bot Biases in Customer Experience

Taylor Reach Group

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? AI systems have become supercharged at doing just this very thing at high speeds, and with as much data as is available. Data derived from this process stream can be sketchy.

Should the Chief Marketing Officer (CMO) Oversee the Whole Customer Experience?

Natalie Petouhof

Tweet Customers, Value Chain and The Customer Experience Imperative Should the CMO oversee the whole customer experience? This is not your grandpa’s CRM. The big question? Who should lead the entire customer experience?

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

Tweet The need for customer experience to improve is not a myth. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. Science has shown the business need for great customer experiences is a fact, not a myth.

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

Peter Lavers

I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). Customer empowerment means that people now decide for themselves who to trust and via which medium.

Delivering Superb Customer Experience Management Across the Web, Mobile and Commerce

Natalie Petouhof

Tweet In this research, we look at trends to take ordinary experiences and deliver superb experiences that keep brand promises by delivering superb customer experience management across the web, mobile and commerce. Digital Disruption Changes How Brands Engage Customers.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service). IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy. examples: big data, predictive analytics) .

Salesforce Unveils Next Generation Marketing Cloud; Now Any Journey Is Possible

Natalie Petouhof

With the next generation Journey Builder brands are empowered to create journeys that blur the lines of CRM and span the Salesforce Customer Success Platform – connecting journeys across sales, service, marketing and custom apps.

Halloween Scares & Solutions for Marketing


Understanding customers and the customer experience with particular emphasis on the impact of social and digital. Big data and analytics, with how they will impact predictive modelling and the marketing mix. Following on from the opportunities of Big Data, the next concern is Marketing Accountability and its ROI. Leveraging digital/social/mobile technology and linking it to CRM. Knowing what to do with data. Engaging customers.

Microsoft Acquires FieldOne Systems LLC To Create Better Customer Service Experiences Via IOT and Analytics

Natalie Petouhof

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide?

Microsoft Dynamic’s Strategic Alliance with Lithium

Natalie Petouhof

Tweet It’s true – to deliver on a brand promise of excellent customer experience, it takes a village. Microsoft Dynamics will integrate Lithium’s social interactions and community data into Microsoft Dynamics CRM. This partnership will allow Microsoft Dynamic’s customers to nurture better relationships with their customers, especially because and peer-to-peer communities are critical to building customer loyalty.

From The Field: Oracle CX Conference 2016 Report

Natalie Petouhof

Tweet What we saw at the conference was a full suite for customer experience. With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services.

Reality Check: Will Customer Journey Analytics Be the Next CRM?

DMG Consulting

Reality Check: Will Customer Journey Analytics Be the Next CRM? The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. DMG Consulting defines CJA as both a strategy and an application; it captures, measures, analyzes, and evaluates the quality and outcome of the customer experience throughout all interactions for all customer-facing touch points, channels, and activities.

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I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

sensors, smart ‘things’, device to purchase, artificial intelligence). • Data to Decisions – Using data to make informed business decisions. big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. Covering Customer Facing Applications that Drive Awesome Customer Experience.

From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community Digital Strategy

Natalie Petouhof

Tweet Is social CRM dead? Depends on what you consider social CRM to be. With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. What does the future of CRM hold?

Productivity Drives Customer Engagement

Natalie Petouhof

Wondering how to get the ROI out of your CRM software? One is productivity and it’s affect on customer engagement. 1) What brands need is a design principle that allows organizations to manage their customer-facing activities in a single experience, with no need to export or switch, drastically reducing the time to completion and saving time by automating fundamental tasks. How Does Productivity Affect Customer Engagement? Customer Experience.

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

Microsoft Convergence EMEA Conference Announces New Innovations in #IOT and Digital Transformation Solutions

Natalie Petouhof

So companies can reach out and better connect with customers. Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. Their focus has been on transforming their CRM offerings to leverage the full power of Microsoft – harnessing the strength of the intelligent cloud to help companies deliver amazing customer experiences across the breadth of sales, service, marketing and social engagements.

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.

Top 15 CRM Software Awards 2015/16

CSM Magazine

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. The Top 15 Award winners, in alphabetical order, are: ISM Top 15 CRM Enterprise Winners. Amdocs CES CRM – by Amdocs Limited. Infor CRM – by Infor. Microsoft Dynamics CRM – by Microsoft Corporation. Oncontact CRM v. Oracle Siebel CRM – by Oracle Corporation. Pega CRM – by PegaSystems.

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Why Customer Experience Excellence Requires HR Engagement


Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers.

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.

How Context Drives Great Customer Experience

Tenfold - Contact Center Blog

Organizations know how crucial the level of customer experience is in the pursuit of business goals. Most, if not all, businesses aspire to deliver customer experience that can be described as such. It includes big data and historical data, letting you have a complete view of who your customers are and where they are in their customer journey. Realizing the ideal CX would remain an abstract concept without contextual customer data.

Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy(Part 2)

Natalie Petouhof

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Determine which customers are falling behind in onboarding.

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.

7 Top Priorities for the Future of Customer Engagement


Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Remember that however service is delivered—by a human or by a machine—the customer is still interacting with your brand.

Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?


Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is to extract insights to support more accurate decision making. The Data Science Landscape. The Story of Data.

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.

Verint Speakers: Combatting Fraud and Understanding Your Customers


CRM Magazine – Roundtable Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. March 2; Webinar.

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12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

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Customer Segmentation in the Cognitive Age

Peter Lavers

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. Market vs. Customer Segmentation. AI and Cognitive Analytics CRM Latest Thinking

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


The Big Four accounting firms are at the forefront of developing blockchain technology. Those firms also have analysts working on big data projects, using technology and analytics to harness the mass amounts of business and consumer information moving through cyberspace. All in all, accounting professionals who are familiar with collecting, organizing and mining data in their own practices will have seriously attractive services to offer their clients.

#OOW16 – #IOT Is Really Asking Your Business What Outcomes Are You Looking For?

Natalie Petouhof

Static Analytics – which drives the use of real-time, big-data analytics. This is where the customer or employee experience is affected. When those experiences are transformed, the real value and ROI of the connected enterprise will come to life.

Customer Effort: Don’t Make Your Customers Work For You


First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. So how can you reduce customer effort? Empower customers through self-service.

No Medals for Complaint Complacency


Fast forward to 2016 and a little life experience has made me a much more constructive and, usually, courteous complainer. They are an opportunity to make it right for one customer and better for everyone else. By: Dale Roberts, VP of Professional Services for Clarabridge. Glass.

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.

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX


The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Every company that is serious about being customer-centric and listening to customers must invest in a VoC software platform that helps them collect customer feedback, quickly understand what it means, and act on it.