Opentalk 2017: Turning Big Data into Big Decisions


Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions.

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.

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


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.

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.

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.

Opentalk 2017: Turning Big Data into Big Decisions


Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions.

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). Product-centric business models are dying. Customer empowerment means that people now decide for themselves who to trust and via which medium.

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? The big question? Who should lead the entire customer experience?

How Human Resources Can Add Value to Customer Experience Excellence


How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences.

Creating World-Class Customer Experience Teams


Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. The Formation of Customer Experience (CX) Teams. Customer experience is not a trend.

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. . Know your customer expectations.

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. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Not All Data is Important for Your Customer Experience Strategy


In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this: Talking Head: Big data is the future. Big data. TH: Let’s collect data.

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

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.

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.

How Can You Develop A Customer-Centric Culture In The Call Center?

Dialer 360

Customer-centric isn’t about offering the best customer service. Usually, it is providing the best experience. Even though, the strategy is based on putting with the customer first. Their customer-centric strategy with results. Customer Service

Everything You Want to Know About the Benefits of Customer Centricity


Nowadays, every business owner claims, customers’ needs are most important in business. The top KPIs are conversion rate, ROI, revenue growth rate or customer profitability score. So, is talking about customer happiness a trendy only? Sales centricity: the bad and the ugly.

5 Top Customer Service Articles For the Week of June 20, 2016


Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! The author shares nine specific tactics and strategies that these companies excel at to achieve customer centricity.

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.,

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

Natalie Petouhof

With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics.

Halo Smart Labs Develops a Smarter Smoke Alarm: IoT at It’s Best

Natalie Petouhof

Tweet Having lived in Louisville, Kentucky I have experience my share of tornados. Inability of traditional smoke detectors to connect to data centers about weather issues such as tornados, earthquakes, and floods. Often, companies forget to map the lifecycle of the customer from.

New Report: Few Companies Have Evolved Into a Digital Organization

Natalie Petouhof

It’s really a mindset of how a business is run and how decisions are made and whether or not departments understand their individual contribution to the customer experience as it fits into the overall, brand customer experience.

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.

B2C 163

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

Which brings us to what marketers are now talking about – the omnichannel customer experience. I’d suggest that this doesn’t do justice to the seismic changes that the omnichannel customer experience will demand of businesses in the next ten years.

The 7 Deadly Sins of Customer Experience

CX Journey

Is your company committing the 7 Deadly Sins of customer experience? Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. Are there more than seven sins in customer experience?

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.

3 Ultimate Factors of Business Performance


Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

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.

3 Ultimate Factors of Business Performance


Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

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.

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.

6 Digital Experience Mission-Critical Trends


6 Digital Experience Mission-Critical Trends Lynn Hunsaker. Generations X, Y, Z are digital natives who demand digital experience. What’s needed more than technology or business rules for digital experience success is visionary leadership. Push Experience.

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.

Unstructured Data: Where the Voice of the Customer Lives


When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Here are five sources of unstructured data your company should mine for priceless information about your customers.

3 CX Stats That May Change How You Think About Digital Transformation


Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX).

How to Be 2 Steps Ahead in Anticipating Your Customer Needs


Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. To do so, you’ll need to know: Who your customers are.

Driving Business Growth with Repeat Customers: #BusinessSecrets by Mr. Vivek Sridhar, Sr. Director – Global Learning Operations & Customer Success, Simplilearn

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. The dynamism of delivering customer experience is probably why I chose to be in this arena.

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls


Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Data Analytics: From reactive to predictive response. The Truck Roll Challenge.

Is it time to become a Customer ‘LUD-ite’ – guest post by Stephen Hewett


It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too!