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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. Either one can destroy value.

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Performance Management Bridges the Divide Between Big Data and Big Knowledge


As contact center Big Data continues to grow with new sources such as desktop analytics and higher expectations of results such as Customer Journey Mapping, the argument for a top notch Performance Management tool becomes increasingly compelling.

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5 Top Customer Service Articles for the Week of July 1, 2019


Digital disruption, IOT, AI, big data, sophisticated and mysterious algorithms, bots…and the list goes on. Six Steps to Successful Customer Journey Mapping by Natalya Bucuy. My Comment: Journey mapping is a powerful exercise that all companies should practice. The new language was scaring the pants off me.

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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. But siloed raw data doesn''t help anyone, so figure out what''s available and make sense of it.

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3 Ways to Use Big Data to Improve Customer Service in Your Call Center


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.” Big data is of special interest to businesses that wish to gauge their consumers’ preferences and ideas regarding customer service.

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QBR in SaaS: Is the traditional QBR dead?


In addition to relying on outdated data, the traditional QBR model fails to take advantage of the latest tools for agile innovation in digital technology, AI, and big data analytics. Today’s competitive SaaS company needs a digital, data-driven, AI-powered approach to QBRs for SaaS. Reimagining the SaaS QBR .

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New Trends in Customer Success You Need to Know About


One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.