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. But data can’t see this.

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.

5 Ways Big Data Can Improve the Customer Experience

VocalCom

Brands nowadays collect a tremendous amount of data on their customers. In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Using big data to better understand how customers feel is therefore critical to connecting with them on an emotional level and winning their loyalty.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Callminer

Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. To get a well-rounded view of customers, contact centers need to collect and analyze data from every channel.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. the noise by simply relying on data points they are most comfortable.

Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

ShepHyken

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Additional research shows that AI marketing will, in fact, be a dominant marketing trend this very year.

Guest Blog: The Evolving Nature of Digital Customer Experience – Are You Ready for the Future?

ShepHyken

As Andrew Watson, Director of Customer Experience & Partner Marketing at Vivint, states “CX professionals have been pioneers in driving the digital backbone that now permeates the entire business ecosystem; inserting themselves into product development, policy making, marketing, operations and more”. Dutta Satadip, Director, Customer Success, Americas, Google says “I believe that Machine Learning will have a big impact on the future of customer experience. Big Data.

7 Digital Transformation Trends to Watch While You Digitize Your Business

Jive

We’ll see the Internet of Things affecting offices, allowing remote access to valuable data. Big Data. The Internet of Things is expected to generate more data than we could possibly process—an estimated 600 zettabytes by 2020. Your competition is going digital. Are you?

The CX Circle: Insights from Everybody Lies

The Center for Client Retention

To finish out the CX Circle year, we chose to read Everybody Lies: Big Data. New Data. When we first picked up the book, we thought it would be primarily about personal data and how it can be used to target certain individuals and learn about them.

Marketing Manager

Stratifyd

As a Marketing Manager with Stratifyd, Inc. In this role you will be expected to develop and own the marketing strategy for all marketing channels, align the strategy with the overall business strategy and leverage marketing assets and resources to drive revenue.

These 8 Technologies Are Transforming the Contact Center

DMG

Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. The cloud has changed the dynamics of this formerly static and dated market. This Big Data application is intended to track, evaluate, and measure activities and sentiment at every step of the customer journey. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below.

Marketing Specialist - Ecosystem

Stratifyd

As a Marketing Specialist with Stratifyd, Inc. In this role you will work with the Marketing Director to develop the strategy for our new Ecosystem network, execute that strategy across social media platforms and event planning, and leverage marketing analytics to grow the campaign.

2018’s marketing takeaways in 120 seconds

Infinity

We’ve seen micro-marketing scandals with Cambridge Analytica, successes with Easterseals Southern California’s (ESSC) ingenious “Change the Way You See Disability” campaign, and the GDPR black cloud which has invited marketers to re-think their uses of big data and targeted marketing campaigns.

Marketing Operations Manager

Stratifyd

As a Marketing Operations Manager with Stratifyd, Inc. In this role you will be expected to develop and own the marketing strategy for all marketing channels, align the strategy with the overall business strategy and leverage marketing assets and resources to drive revenue.

The Biggest VoC Problem. and How to Solve It

CX Journey

The problem is all of the data that listening generates. The biggest problem with all of the data is that it doesn't get used. That's a big problem. analytics big data constituencies data voice of business voice of customer voice of employee voice of market voice of partner

The Breadth of Customer Insight

CX Journey

In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. As I've written in the past , you may need to be a Data Scientist, Psychologist, Artist, Storyteller, Sales Coach, Economist, and People Leader.

SME Target Market Mistakes To Avoid

Salmat

Big data, online, offline, social media, SEO, SEM, eDMs, SMS… We’re just spoilt for marketing choice these days, aren’t we?! But running your marketing campaigns without zeroing in on your target market is like buying a gift for a complete stranger.

Marketing & Social Content Writer

Stratifyd

As a Marketing and Social Media Content Writer with Stratifyd, Inc. The Marketing and Social Media Content Writer will work closely with the Marketing Director to create thought leadership, brand building, and culture campaigns. Experience and/or knowledge of AI, Big Data, Tech.

Marketing Maturity Mobilizes Customer Experience Mojo

ClearAction

Marketing Maturity Mobilizes Customer Experience Mojo. In marketing , maturity matters for the same reasons! power) of everyone in the marketing department, and their collective impact. Customer experience excellence depends to a great extent on marketing having its act together.

5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

Is Your Digital Marketing Strategy Ready for an AI Intervention? Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Each week I read a number of customer service articles from various online resources.

12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

Big data, analytics, AI and IoT continue to be hot topics, and in this 2-part blog I argue that customer data is the new marketing battleground , and that analytics are the new weapons guidance systems.

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Divide And Conquer

Salmat

Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies

Divide And Conquer

Salmat

Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies

Thinking About Data? Here Are 3 Things You Need To Do First

Salmat

Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies

Thinking About Data? Here Are 3 Things You Need To Do First

Salmat

Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity. Customer Insight, Data and Action Generation. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. And, at the same time, the vendor develops valuable data and insights about customer interests, setting the stage for future product development, targeted communication, and service decisions. Michael Lowenstein, Ph.D.,

The Best 5 Strategies To Really Understand Your Customers

Call Center Pros

Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. Focus groups aim at a discussion instead of on individual responses to formal questions and produce qualitative data. Analyze all data sources.

Guest Blog: How AI Can Help the Customer Experience for Your Business

ShepHyken

Data collection for more targeted marketing. The information that the public offers companies through their social media interactions and visits to company websites is providing AI the ability to synthesize the data so marketers can customize more personalized messages to people.

Are softer skills for analysts being neglected?

Peter Lavers

In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. Ever since Google made “ data scientist ” the sexy job title for the decade, both suppliers and users have obsessed with technology and technical skills. How Customer Insight fits with Marketing (joining up processes, shaping propositions & comms). CRM Latest Thinking Marketing

Data Decisions - What To Do With It

Salmat

Every brand, every marketer has gathered huge amounts of data from its customers. Big data has been big news for a while. But the story about what comes next, how this data can actually be used and what the new frontier of data-driven marketing will look like is not clear for many in the industry

Data Decisions - What To Do With It

Salmat

Every brand, every marketer has gathered huge amounts of data from its customers. Big data has been big news for a while. But the story about what comes next, how this data can actually be used and what the new frontier of data-driven marketing will look like is not clear for many in the industry

How Data and Insight are Underpinning the Wimbledon Experience

Peter Lavers

Like most other sectors, sport has gone digital, omni-channel, big data, real-time, and customer empowered. The same data services the needs of many stakeholders. The IBM team systematically captures millions of data points covering every point of every tennis match.

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How to Use Phone Metrics to Make Better Business Decisions

Jive

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. This ranges from easy access to the raw data to automated dashboards that deliver immediate insights.

Guest Blog: 5 Lessons I’ve Learned from Answering Support Tickets

ShepHyken

From big data to the smallest details, you have to know everything. You may not be sure with the returns of your investments in marketing or advertising but here’s something certain, you can never go wrong with investing in customer service.

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

With technological advancements, the market has seen a tremendous shift in consumer behavior. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information.

Time for a Research Renaissance?

CX Journey

With regard to the cause of this "demotion," many cite the rise of executive interest in Big Data and Analytics. It seems that customer research is now often viewed as the poor relation to a more "modern" data analysis solution. analytics data insights market research

Customer Segmentation in the Cognitive Age

Peter Lavers

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. Market vs. Customer Segmentation.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience

ShepHyken

As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future. Later, Google and Amazon were following suit capitalizing on the market demand of chatbots.

Be Honest: Are You Communicating Effectively?

Beyond Philosophy

Email marketing is good? Leverage Big Data for all it’s worth. Take all those hundreds of thousands of bits of data, and start getting to know who your customers are, what they want, and how they communicate.