Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? In the time spent by much greater minds pondering this question from a broader viewpoint, machine learning continues to make its way into all facets of the customer experience. By: JD Fairweather.

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

PeopleMetrics

JANUARY 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. And when you're facing something big, you may find it overwhelming. But let’s get you off that cold linoleum floor and discuss how to best use customer feedback. But let's not forget they’re bricks!

Big data 83

Big data Feedback Benchmark Customer centricity 83

ShepHyken

NOVEMBER 29, 2019

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. How to leverage technology for a better customer experience.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

Avaya

NOVEMBER 14, 2018

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. Technology solutions are also rapidly evolving to meet the needs of brands that are striving to make customers feel valued and meet their rising expectations.

Big data 63

Big data Contact Center Technology Customer Experience 63

Beyond Philosophy

MAY 27, 2023

However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience.

Big data 195

Big data Accountability Customer Experience Personalization 195

ShepHyken

FEBRUARY 18, 2020

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives.

Big data 290

Big data SaaS Employee engagement Customer Experience 290

Mindtouch

MARCH 3, 2017

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. Numbers Aren’t the Whole Story.

Big data 48

Big data CRM Metrics Marketing 48

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D. The post J.D.

Customer Experience 126

Customer Experience Benchmark Best practices Big data 126

Talkdesk

JULY 28, 2017

The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions. For example, the feedback is gathered in customer support, then pushed up through sales and marketing before finally being sent to product where a change is made to the product.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions. For example, the feedback is gathered in customer support, then pushed up through sales and marketing before finally being sent to product where a change is made to the product.

Big data 40

Big data Metrics Customer centricity Feedback 40

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

Real Blue Sky

NOVEMBER 16, 2022

The elves at Real Blue Sky have researched brands across the land to glean how they’re using AI to enhance the customer experience. Twelve Ways AI Can Make Your Customers’ Holiday Journey Merrier You probably know the lyrics to the Twelve Days of Christmas by heart! And these personalized experiences are achieved with AI.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52

Real Blue Sky

NOVEMBER 16, 2022

The elves at Real Blue Sky have researched brands across the land to glean how they’re using AI to enhance the customer experience. Twelve Ways AI Can Make Your Customers’ Holiday Journey Merrier You probably know the lyrics to the Twelve Days of Christmas by heart! And these personalized experiences are achieved with AI.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52

Real Blue Sky

NOVEMBER 16, 2022

The elves at Real Blue Sky have researched brands across the land to glean how they’re using AI to enhance the customer experience. Twelve Ways AI Can Make Your Customers’ Holiday Journey Merrier You probably know the lyrics to the Twelve Days of Christmas by heart! And these personalized experiences are achieved with AI.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52

Beyond Philosophy

SEPTEMBER 19, 2020

This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organizations seeking customer-driven success. Customer Science to me in the integration between a number of existing disciplines; Behavioral Science, Technology (AI) and Big data.

Finance 396

Finance Big data Consulting Consulting 396

PeopleMetrics

APRIL 29, 2016

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. TH: Let’s collect data. Which data do you want to collect? Replying Head: Yes, future.

Customer Experience 70

Customer Experience Big data Feedback Customer centricity 70

Peter Lavers

JULY 17, 2017

I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). I was working with a major marketing agency ten years ago, and in response to the Credit Crunch I published a report entitled “The Importance of the Customer Experience in a Down Economy”.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. But, that data is necessary to guide strategy. appeared first on Shep Hyken.

Marketing 483

Marketing Advertising Big data Personalization 483

CX Advantage Walker

APRIL 11, 2018

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. The post The Analytical Leader: Understanding Customer Experience Requires Thick Data appeared first on CX Advantage.

Analytics 76

Analytics Customer Experience Big data Customer centricity 76

REVE Chat Blog

FEBRUARY 12, 2020

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. . What is customer experience (CX) in Banking? . It is pretty simple.

Banking 76

Banking Customer Experience Chatbots Big data 76

Quadient

JULY 21, 2022

Customer Experience Management Maturity. Dit vereist dat klantencommunicatie en digitale interacties uit een gecentraliseerde strategie voor customer experience management (CXM) komen, op basis van een compleet inzicht in wat klanten denken, voelen en zich gedragen. j.shah-thiel. Thu, 07/21/2022 - 14:48.

Customer Experience 40

Customer Experience Management Journey mapping APIs 40

Connect

NOVEMBER 6, 2019

Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that struggle to thrive. What is great customer experience then, in 2019 and beyond, and what can companies do to ensure that their customer experience strategy is a driver of growth, rather than a pain point?

Customer Experience 40

Customer Experience Big data Technology 40

GetFeedback

SEPTEMBER 6, 2018

Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

Customer Experience 68

Customer Experience Employee engagement Surveys Big data 68

ShepHyken

DECEMBER 12, 2016

Is Your Digital Marketing Strategy Ready for an AI Intervention? Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy.

Customer Service 255

Customer Service Chatbots Metrics Contact Center 255

Kayako

JANUARY 3, 2019

Increasingly, small and medium businesses have a ready-to-go customer experience strategy. It’s still a relatively new field but that’s not to say it’s an easy strategy to develop. This is why it’s so important to have a strong customer experience strategy. Luckily for you, it’s not too late to start.

Customer Experience 62

Customer Experience Analytics Big data Personalization 62

Beyond Philosophy

FEBRUARY 5, 2022

Big Data creates big problems. Most organizations have no idea to use the customer insights they have collected. In many ways, measurement is killing your Customer Experience. We invited Founder and CEO Ryan Stuart , @rstuart85 , of Kapiche , a customer insights platform to discuss this problem.

Customer Experience 39

Customer Experience Consulting Consulting Big data 39

TechSee

SEPTEMBER 15, 2022

As a result of this partnership, organizations will now be able to share expert information and deliver visual CX as a part of their digital transformation strategy. Their mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. About TechSee.

Big data 109

Big data Consulting Consulting Contact Center 109

Taylor Reach Group

MARCH 26, 2018

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. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

ClearAction

APRIL 3, 2015

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. Improve customer experience by eliminating CX functional boundaries.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Quadient

JULY 21, 2022

La maturità del Customer Experience Management. Spinte dalla necessità di offrire una customer experience (CX) di qualità maggiore, molte aziende hanno iniziato a trasformare i propri processi comunicativi per entrare in contatto con i clienti tramite i canali da loro preferiti. j.shah-thiel. Thu, 07/21/2022 - 14:55.

Customer Experience 40

Customer Experience Management APIs Big data 40

Verint

MAY 29, 2015

However, what is described above isn’t a totally unreachable utopia—it is the result of a smarter customer engagement strategy.

Big data 44

Big data Personalization Customer Service Management 44

Answer Dash

SEPTEMBER 19, 2017

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Challenges Involved With Implementation: Putting raw data to work through a cognitive AI program is not without it’s challenges.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

ClearAction

JUNE 8, 2015

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. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. Offer good service."

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

NobelBiz

SEPTEMBER 21, 2021

Most customer relationship managers and contact center owners strive for the objective of addressing each client personally, rather than to a customer base as a whole. What are the key levers available today for a more customized customer connection? Why should businesses prioritize this goal?

Contact Center 52

Contact Center Personalization Customer Experience CRM 52

Beyond Philosophy

SEPTEMBER 19, 2019

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. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Big data 283

Big data Consulting Consulting Customer Experience 283

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. It’s still a relatively new field but that’s not to say it’s an easy strategy to develop. This is why it’s so important to have a strong customer experience strategy.

Customer Experience 48

Customer Experience Analytics Big data Personalization 48

ShepHyken

MARCH 12, 2018

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. New Report: Which Brands Deliver the Best Customer Experience? Done right, the investment into CX pays big.

Customer Service 99

Customer Service Big data Technology Customer Experience 99