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.

Turning Big Data Into Big Rewards


This article originally appeared in Chief Marketer and can be read in full here. Marketers are flunking the “big data test.” Overwhelmed by the full spectrum of data sources to analyze, “big data” often translates as “big problems” or “big headaches” for CMOs.

Guest Post: The Relationship Between Cloud ERP and Big Data

Natalie Petouhof

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data. Big data is popular amongst business intelligence and analytics applications.

Leveraging Big Data to Fine Tune Customer Experiences


Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. Allows you to add data sources quickly.

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.

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.

Opentalk 2017: Turning Big Data into Big Decisions


Turning Big Data into Big Decisions. The problem with this data is that it points to lagging indicators. Gather the data. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?


This is likely a reflection of the general market in call recording. In this age of the customer and the era of “big data” be sure to check your vendor contracts closely to ensure you own and have access to the data that you are capturing. Don’t be a data hostage!

5 Ways Big Data Can Improve the Customer Experience


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


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.

Demystifying Big Data's Next Conquest: Physical Security

Customer Interactions

Big Data is a big business. Companies everywhere are tapping into Big Data to transform themselves. Still, for all its notoriety, Big Data is hard to pin down. Ask 10 different experts what Big Data is and you’ll get 10 different answers.

Halloween Scares & Solutions for Marketing


So what does that have to do with marketing? Apart from the obvious effort of many companies to include the pumpkin shape, flavour or aroma in almost every product they make, at least in the US, marketing too has its scary moments doesn’t it? What scares you marketers the most, or to put it another way, what keeps you up at night? Big data and analytics, with how they will impact predictive modelling and the marketing mix. Global marketing.

You’ve Got Data? Well Don’t Start There!


Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data.

Big Data Is Turning 20 – Let’s Celebrate with Tough Love


Back in 1997, Michael Cox and David Ellsworth first coined the term “big data” as we understand the term today. For Cox and Ellsworth, “big data” names the challenge of visualizing extremely large amounts of computer data that (in those days) exceeded the capacities of local systems. Since then, big data has only gotten bigger. So in light of this landmark birthday, we’ve got some tough-love advice as big data hits adulthood.

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


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.

Mintigo: Advanced Predictive Analytics for Marketers

Natalie Petouhof

One of the most important aspects of marketing is to be able to have better discernment around the leads. There’s no faster way to prioritize a company’s leads, tackle new markets, and cross-sell new products. Data includes thousands of attributes such as technologies in use, social influences, department sizes, and firmographic data. Most traditional lead scoring is just based on firmographic data.

Salesforce Unveils Next Generation Marketing Cloud; Now Any Journey Is Possible

Natalie Petouhof

And Salesforce has announced their next generation marketing cloud. Markets are conversations – or so say the guys that wrote the book The Cluetrain Manifesto. Fox Foundation harness the Salesforce Marketing Cloud to connect with customers in a whole new way.

Should the Chief Marketing Officer (CMO) Oversee the Whole Customer Experience?

Natalie Petouhof

The big question? With the shift to digital marketing, electronic commerce, social media and mobile interactions, brings a massive transformation to how brands and organizations engage prospects and customers. The plethora of data requires a data management and utilization strategy.

7 Digital Transformation Trends to Watch While You Digitize Your Business


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?

From the Field: Salesforce Unveils Marketing Cloud Lightening

Natalie Petouhof

Tweet Customer Service is the New Marketing. As the lines between sales, service and marketing continue to blur, marketers are taking a leadership role in delivering a unified customer experience. Salesforce conducted a recent survey report , reporting that the majority of high-performing marketing teams (58 percent) are driving customer experience initiatives across the business, compared to 8 percent of under-performers. Why is customer service is the new marketing?

Maximizing Personalization to Differentiate Brands While Increasing ROI, & Loyalty Customer Experiences

Natalie Petouhof

Personalization at scale has long been a desired capability of many Marketers. If a brand was able to do this, they would not only increase their ROI on their marketing campaigns, but also increase the customer experience, and as a result increase customer loyalty.

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


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.

Debunking Natural Language Processing: Detecting Events


For those in the customer experience space, understanding consumer behaviors in relation to specific events can be extremely valuable information as it can power development, marketing and commercial decisions.

Apply for a SuperNova Award – Become a Recognized Leader in Digital Business

Natalie Petouhof

VP and Principal Analyst Covering Customer-facing Applications To Create Great Customer Experiences Informed by Data and IOT.

The Organization Customer Disconnect

Up Your Service

The irony of this period of Big Data is that many organizations are becoming even more disconnected from their customers. Much of Big Data is about customer behavior: what they bought, how they bought, what devices they used, how many pages they looked at, etc.

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

i] Dual-task interference in simple tasks: Data and theory. Tweet The need for customer experience to improve is not a myth. In fact, here’s why.

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.

4 Factors that Drive Great Customer Experience And Commerce

Natalie Petouhof

Basically, brands are guessing at where to spend their marketing and ad dollars to provide the highest return on investment. drnatalie, VP and Principal Analyst, Covering Marketing, Sales, and Customer Service to Great Amazing Customer Experiences. Tweet We just finished some new research that shows the correlation to customer experience and commerce / revenue. Below are some of the highlights of the research and a link to a snapshot of the paper is here.

#OracleCloud Summit 2016 Trends, Updates & News

Natalie Petouhof

MY POV: My overall take away is that Oracle has built / are building the most comprehensive cloud offering – Data as a Service (DaaS), Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (Iaas).

ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)

Natalie Petouhof

Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management (see Figure 1) [1] : Delivering a brand promise instead of a product or service requires new approaches. Tweet.

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Marketing Manager


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.

How Context Drives Great Customer Experience

CX Chronicle

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – . It includes big data and historical data, letting you have a complete view of who your customers are and where they are in their customer journey.

Calling all CIO’s and CTO’s: Better Customer Experiences Need You


Integration, scale, data, and adoption. Customer Experience Management is a Big Data Problem. This truly is a big data problem. To solve a customer’s issue, you need the right data. Susan Ganeshan is Clarabridge’s Chief Marketing Officer.

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These 8 Technologies Are Transforming the Contact Center


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.

Delivering Superb Customer Experience Management Across the Web, Mobile and Commerce

Natalie Petouhof

This report offers insights into four of Constellation’s primary business research themes, Next-Generation Customer Experience, Digital Marketing Transformation, Matrix Commerce and Data to Decisions.

From The Field: Oracle CX Conference 2016 Report

Natalie Petouhof

With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services. One of the big drivers for software is getting the customer experience right.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

sensors, smart ‘things’, device to purchase, artificial intelligence). • Data to Decisions – Using data to make informed business decisions. big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently. Tweet I’m judging the 2016 Constellation SuperNova Awards !

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming. • Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content!

NBCUniversal Launches One-Stop Shop for Data-Driven Ad Targeting

Natalie Petouhof

NBCUniversal wants to make it easier for advertisers to use data to target audiences more precisely across TV, digital and social media. is introducing a new division called Audience Studio, which is dedicated to helping marketers employ data for ad targeting purposes by tying together four different ad buying products NBCU has introduced over the past few years. Does Audience Studio Have a Data Management Platform? Tweet What is Audience Studio?

Data Rich, Insight Poor

Ann Michaels and Associates

Most companies would say they are data-driven. You gather as much data as possible in order to make strategically based decisions regarding marketing, branding, budget, and new product ideas. Because more data equals more insights, right?