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Transforming the Customer Experience with Big Data

CX Journey

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 Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips. What is the right data?

5 Ways to Better Understand Your Customers


In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Ask customers for direct feedback. Sometimes, the best way to solicit raw feedback is by asking direct questions. Traditional surveys should also include free response sections that invite the customer to provide additional comments. Lastly, companies with retail locations should always ask for feedback in person.


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Choose the Right Customer Experience Data to Make a Difference


Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. Every industry, and every company, will have different types of data to look at. What is the right customer experience data to measure? It is tempting to start with surveys since they are the most traditional source of feedback.

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

Customer experience in banking refers to the cumulation of all the interactions that a customer perceives along the entire customer journey when interacting with a bank or any financial institution. . As per the PwC survey , 15% of banking customers were mobile-dominant.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. Interaction analytics collects data from free-form, open-ended dialogues; it can also mine customer data from the web and social media to extract information about customer sentiment.

Nurture Partner Relationships: Tough Jobs Require Strong Partners

CX Journey

I know this is a big responsibility I place on her shoulders, but Jaimee and I have shared challenging terrain before, and I know she’s up to the task. Partner feedback become background noise, something we’ll “get to” when we have the time. These partners deserve a voice, as well, and that voice should be acted upon tactically and woven into the corporate strategy just like we do with customer and employee feedback.

Customer Success Defining Trends in the year 2022


If you are still unfamiliar, Customer Success is all about being proactive in reaching out to customers and improving their experience at every point in their customer journey. It is necessary because the amount of data that requires sifting through now is inhuman.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). By empowering agents and removing friction from their daily lives, companies hope to give agents access to the knowledge, customer data, and systems facility that they need to successfully do their jobs and, as a result, remove friction from the customer experience. Introduction.

CX / VoC: DIY or Hire a Guide?

CX Journey

The mountains we are targeting will take us out of the big city and into the hinterlands. A data analyst? Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools.

Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

CX Journey

I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ Sometimes the customer concern that impacts the NPS is far out of the technician’s control – for instance, the company is too big, the client doesn’t like a product, or the account is a business “Hostage” trapped by a high cost of changing vendors. Don’t just send them a survey via email.