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 ».

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.

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.

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.

5 Ways Big Data Will Improve Customer Service

Provide Support

5 Ways Big Data Will Improve Customer Service. In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. In this article, we will show you 5 ways how big data improves customer service.(.).

Transforming the Customer Experience with Big Data

CX Journey

What is big data? and how is it used to deliver a great customer experience? 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.

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. The Need for Customer Journey Analytics. Experience is everything.

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. Customer Experience

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.

5 Ways Big Data Can Improve the Customer Experience

VocalCom

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.

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.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

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.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

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.

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

Avaya

I’ve been on the road the past several weeks, listening to organizations describe the digital transformations they are trying to implement to improve their customer experiences.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Callminer

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call.

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.

Guest Blog: The Evolving Nature of Digital Customer Experience – Are You Ready for the Future?

ShepHyken

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . The continual advancement of digital technology is nothing new, yet providing an outstanding customer experience is now becoming more impossible to do without incorporating the latest digital elements into it.

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.

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.

4 Ways Data Analytics Transforms the CX

The Northridge Group

By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile. advanced analytics Big Data Customer Experience data analytics

Are Smart Things Really Smart?

C3Centricity

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?

Guest Blog: Which Road Is Your Customer Experience On?

ShepHyken

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Find out now how your customer’s journey is?

What does it really mean to optimize customer experience?

Nuance

Win in today’s hyper-competitive world by harnessing actionable insights to continuously improve user experience and solution performance. Most organizations […] The post What does it really mean to optimize customer experience?

Guest Blog: How AI Can Help the Customer Experience for Your Business

ShepHyken

This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. The way businesses relate to customers is evolving exponentially. Data collection for more targeted marketing.

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.

Calling all CIO’s and CTO’s: Better Customer Experiences Need You

Clarabridge

He’s one of the most credible customer experience analysts I’ve talked to in the last 5 years. I can’t imagine trying to help a customer and trying to remember which of the 20 systems houses the information I need about them to be helpful. Integration, scale, data, and adoption.

APIs 56

4 Factors that Drive Great Customer Experience And Commerce

Natalie Petouhof

Tweet We just finished some new research that shows the correlation to customer experience and commerce / revenue. The Four Factors that Drive Superior Customer Experience Engagement. Know who the most profitable customers are online. brands were very effective in knowing who their most profitable customers are. Know where (which channels) their high value customers are coming from. Know which high value products customers are interested in.

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.

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.

4 Technology Trends that Transform Contact Centers

Ansafone

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

Maximizing Personalization to Differentiate Brands While Increasing ROI, & Loyalty Customer Experiences

Natalie Petouhof

So getting personalization right not only makes the customer feel like you know them, you care about what they care about, but also you are paying attention. Of course this can be difficult with large customer bases. Un-optimal customer experiences.

5 Top Customer Service Articles For the Week of March 12, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. You compete against anyone that has provided your customer a great experience.

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 Artificial Intelligence Impacts the Contact Center

The Northridge Group

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. All of this data provides some excellent context for each unique customer that can be used to create a personalized and differentiated experience.

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.

7 Digital Transformation Trends to Watch While You Digitize Your Business

Jive

We’ll see the Internet of Things affecting offices, allowing remote access to valuable data. Big Data. The Internet of Things is expected to generate more data than we could possibly process—an estimated 600 zettabytes by 2020. Mobile customer experience.

Digital Transformation Revolution

Revation Systems

The Enterprisers Project defines digital transformation as, “The integration of digital technology into all areas of a business, fundamentally changing how businesses operate and deliver value to customers.”

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.