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Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Have you used Big Data in your business?

Big data 284
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ST Webinar [Webinar]

Fonolo

In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. Gartner predicts that in the next two years, 25% of customer service operations will be catered by forms of AI. VPs & Directors of Customer Service.

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Amazing Business Radio: Daniel Fallmann

ShepHyken

Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customersdata. You can predict what the problem is because of customer behavior. Are they watching your videos or webinars?

Big data 198
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Humans vs. AI in Customer Service … It’s Complicated

Fonolo

Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. Register for “The Impact of AI in Customer Experience” here. Webinar: The Impact of AI in Customer Experience. VPs & Directors of Customer Experience. VPs & Directors of Customer Service.

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How to Use Social Media to Support Your Customers

Fonolo

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Webinar: The Impact of AI in Customer Experience. Successful Cases Studies.

Airlines 237
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What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. Is that how your own customer care centre exchanges feel?

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Webinar Preview: What Contact Centers Really Need - Big Analytics, not Big Data

Jon Arnold

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge. The mind boggles.