CX Journey

JULY 10, 2014

What is big data? 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. Data must be synthesized. Data must be operationalized. I know it''s not. Geoffrey Moore.

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

ClearAction

APRIL 3, 2015

Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

GetFeedback

SEPTEMBER 6, 2018

And when customers are happy, employees are happy. How employee engagement and satisfaction impact end customers. Consider data from of the top industry leaders in employee experience: Starbucks. 87% of customers’ affinity toward Starbucks is because of the way the company treats its employees.

Customer Experience 68

Customer Experience Employee engagement Surveys Big data 68

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

Mindtouch

FEBRUARY 16, 2017

None of this places any reliance on the feedback of the customer. Go big or go home. With the e-commerce environment today and the ubiquitousness of data and access, the 4Ps must become the 5Ps , adding “people” to the mix. People emerges as both customer experience and employee engagement. That’s all changing.

Real estate 48

Real estate Big data Upselling Self service 48

Fonolo

NOVEMBER 17, 2020

Consumers want a place to give quick feedback, vent, and interact with their favorite brands. Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement. Big Data is Getting Bigger. 4. Customer Feedback.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ProProfs Blog

JANUARY 30, 2020

This customer engagement stat tends to establish that customers refrain from expressing their mood to companies 19% of the time during a support process. This stat describes that if you’ve really worked on active engagement with your customers, they will leave awesome feedback for you. Source: Verint ) Tweet this. In 2018, 46.5

B2B 204

B2B Banking Personalization Employee engagement 204