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

Beyond Philosophy

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not.

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. What is the right data? Data must be analyzed.

14 Worthy Customer Experience Reads for 2014

CX Journey

The 14 posts listed here seemed to resonate with readers this year; I''m sharing them again because I think they provide some great refreshers to carry you into 2015 and the next leg in your CX Journey. 18 Reasons to Map Customer Journeys Have you started journey mapping yet?

Command Customer’s Attention: The Secrets Uncovered!

Beyond Philosophy

We did a journey map last year and took care of all of these concerns.”. Journey maps only outline the process, the rational parts of an experience. Journey maps do not address how the process, how the whole Customer Experience makes your Customer feel.

Who's Your Customer Experience Custodian?

CX Journey

Big data/analytics are some of the key areas of investments marketers are recommending for businesses to differentiate. analytics customer experience journey mapping trendsWho is the customer experience custodian in your organization?

In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. can make for a more complex customer journey for your customers.

Why Customer Experience Management is Important

Fonolo

Then map out important characteristics and segment them under relevant profiles. Step 2: Create a “Customer Experience Map”. This map can reveal insights such as to why consumers showcase a higher degree of brand loyalty when they take a specific path to purchase.

Reality Check: Will Customer Journey Analytics Be the Next CRM?

DMG

Reality Check: Will Customer Journey Analytics Be the Next CRM? The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. CJA is succeeding in driving investments in journey mapping and analytics to help companies understand what their customers and prospects are doing at every touch point. The challenge is that obtaining a complete view of all customer journeys and activities is much harder than it sounds.

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Four Top Trends for Contact Centers

Taylor Reach Group

Business rules tied to applications, and informed by big data and data mining, can drive proactive interactions with or without an agent involved. . This is a big undertaking, which explains why only a small percent of organizations have deployed true omnichannel date.

The 7 Deadly Sins of Customer Experience

CX Journey

I just hosted a webinar about the 7 Deadly Sins of Journey Mapping. Who will use the data and how? I''m talking about personas, journey mapping, and voice of the customer. Imagine: their model is data-based!

Weathering the Negativity Storm

CX Journey

Above the high col, the rough footpath we had followed disappears, and we wander with drenched map and compass across slick rock in pea-soup clouds and steady rain to the obscured summit.

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. The field vendors servicing this company’s clients have access to Voice of Customer data and insights through a login to my company’s portal.

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

Comm100

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.

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

CX Journey

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.

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? 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.