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.

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?

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.

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.

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.

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 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.

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.

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.

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

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.

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.

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.

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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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.,

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

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.

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.

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.

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

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

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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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.

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.

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

Shocking! Yahoo’s data breach

Beyond Philosophy

That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market.

Amazon’s Latest Experiment – Will It Work?

Beyond Philosophy

Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns. Be Warned: You Can’t Rely on Big Data!

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management

Peter Lavers

I was working with a major marketing agency ten years ago, and in response to the Credit Crunch I published a report entitled “The Importance of the Customer Experience in a Down Economy”. It’s often their peers & networks that they choose to trust more than brand & marketing messages.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., Big data can be used to research past behavior. The Internet of things is going to have as big an impact upon our daily lives as the introduction of the Internet itself did.

Command Customer’s Attention: The Secrets Uncovered!

Beyond Philosophy

This concept has obvious connections to branding and marketing. However, marketing and branding are only part of the overall experience a Customer has with you (albeit an important one, particularly as it pertains to attention getting). Big Data’s Big Problem.