Turning Big Data Into Big Rewards

Clarabridge

Marketers are flunking the “big data test.” According to Gleanster Research, as many as eight out of 10 CMOs at large enterprise organizations believe they could be doing a far better job of using data to make better and more informed marketing decisions. The reality is one of the biggest hurdles to making data-informed improvements to your business remains one of the most basic—how do you manage and interpret the incredible wealth of data now available?

Performance Management Bridges the Divide Between Big Data and Big Knowledge

Aspect

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. The big challenge is to distill the most important elements of this disaggregated, unmanageable information into a form that can be easily understood by the agent, supervisor and manager, so it ultimately becomes personal knowledge that results in positive action.

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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. Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips. What is the right data?

Using Big Data to Create Exceptional Customer Experiences

VocalCom

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all databig and small—can be applied in some manner to drive sales and improve customer service. Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences. Customers’ behavior patterns are another key source of big data that your company must consider.

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.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Turning Big Data into Big Decisions. Tomasz notes that most companies look at post-experience metrics such as the fraction of tips over the total bill, the number of reservations made on OpenTable or exit survey results. 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.

Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Turning Big Data into Big Decisions. Tomasz notes that most companies look at post-experience metrics such as the fraction of tips over the total bill, the number of reservations made on OpenTable or exit survey results. 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.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Responsible for mining and interpreting data that will be used as a basis for improving the company’s performance.

Why Technology Won’t Help You Understand Your Customers

C3Centricity

In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. The Current Situation with Data.

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

Talkdesk

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. So how can your team use big data to provide top-notch customer service? Data Analysis.

Lost Art of Asking Questions Is Priceless

Contact Center Pipeline

Voice of the Customer big data call center contact center customer feedback customer surveys VoC voice of the customerProper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right questions is, in many ways, priceless. My overly curious eleven-year old asks a lot of questions. Her never unending barrage of […].

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

C3Centricity

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. The Current Situation with Data. Data is everywhere and most organisations are drowning in it! And this can only be done by asking the right questions of your data and information.

Are Smart Things Really Smart or is it Just Smart Marketing?

C3Centricity

Smart Data. And this is thanks to the increased use of data, or as we now like to term it Big Data, and algorithms to analyse it all. . Data gives us information about what to do, or more precisely, AI now controls many of the processes in which we are involved.

How Context Drives Great Customer Experience

Horizon CX

Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team. 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. With a unified system, calls made to that call center would be routed automatically to the most qualified agent based on contextual data.

Digital Transformation Revolution

Revation Systems

Innovations such as the cloud, artificial intelligence (AI), internet of things (IoT) and big data have already dramatically altered the customer experience in many, if not all, industries. In fact, Frost & Sullivan conducted a survey that noted when “navigating digital transformation globally, 32 percent of IT professionals cited security concerns as their top challenge.”

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. It was fascinating to read all of the statistics and differences between self-reported data and “actual” data. They are good tools to support decisions made by big data insights.

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. Big Data is how we’ll make sense of it all, which is why the industry is expected to reach $102 billion by 2019. Greater data and smarter analytics have already impacted the healthcare and manufacturing industries.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG Consulting

DMG Surveys. I would like to participate in future DMG Surveys. Using Interaction Analytics to Improve the Customer Journey (whitepaper). 4/21/2017. By Donna Fluss. Introduction. Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Data for the Sake of Data? Never!

CX Journey

Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

The Customer is Changing: Decipher the Clues

NICE inContact

This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. There is so much value in “small” quality management data. In the age of big data, insights around workflow processes and creating better documentation can be lost. The ability to drill down into the calls that matter also reduces reliance on the post-call survey.

Medallia Agrees: Surveys Are Not Enough

Clarabridge

Clarabridge works with hundreds of organizations that started their CEM program with surveys. Our common refrain has been: “Your surveys are good, but at some point they stop working.”. Medallia agrees, go here to hear Amy Pressman, President and Co-Founder of Medallia, tell you that surveys don’t work. Only when you capture all this data in one customer experience hub can you uncover the real truth behind the customer’s experience.

Microsoft Convergence EMEA Conference Announces New Innovations in #IOT and Digital Transformation Solutions

Natalie Petouhof

Intelligent social with machine learning capabilities powering sentiment analysis, as well as the ability to process significant streams of data to detect social posts that are most likely to be customer service cases or new leads. Tweet The purpose of the digital transformation capabilities? So companies can reach out and better connect with customers. Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide.

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . This latest release features a new state-of-the-art user interface that supports advanced visualization, data exploration, and analysis of employee and company-wide performance, providing critical executive insights that support time-sensitive decision making and actions. Tweet Why is this announcement so important? Verint ® Systems Inc.

From the Field: Salesforce Unveils Marketing Cloud Lightening

Natalie Petouhof

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. Leverage data science to analyze information from the web and data throughout marketing, sales and service to predict customer behavior. Tweet Customer Service is the New Marketing.

New Report: Few Companies Have Evolved Into a Digital Organization

Natalie Petouhof

Data Access & Collaboration Tools: accessing data and collaboration tools to drive innovation and share intelligence across the organization. Digitized Practices: Digitized operations, data-driven decision- making and collaborative learning are essential practices for organizations’ adaptability and long-term resilience. In our survey, 80% of digital organizations believed that their core operational processes were automated and digitized.

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

Natalie Petouhof

Data on customer engagement, purchases, system usage, customer demographics, and customer sentiment in the form of Net Promoter Scores (NPS) and surveys all feed into the Bluenose engine. Constellation’s Analysis of the Competitive Positioning: Early adopters of customer success management didn’t have a cloud platform that provided instant data like the CSM systems that are available today. Tweet Welcome back to part two of my vendor profile on Bluenose.

Need Customer Surveys? Call Centers Can Help!

Outsource Consultants

Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons: Big data and social analytics are usually lagging indicators. Surveys provide a positive engagement with your customer. Surveys can collect and prioritize new ideas. Need Customer Surveys? The post Need Customer Surveys?

Organizational Agility Hampered by Data Quality

Verint

A recent Insurance Networking News article by Nathan Golia ( @NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was the greatest challenge to advanced analytics.”. But when done right, the use of quality data analytics can lead to “increased engagement, improved production by existing advisors and reduced attrition.”.

How To Spot Product Trends Or Issues Using Contact Center Data

MiaRec

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more.

Join Us This Summer for WebinarStock!

Callminer

Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. In 2019, Forrester Research predicts customer service organizations will have to leverage three components of their contact center for success: automation, data, and agents. Check out the links and info below to see why AI is such a big deal in the modern business realm. This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th.

Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?

Calabrio

Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is to extract insights to support more accurate decision making. The Data Science Landscape. The Story of Data.

Top 10 Tips for Creating a Successful Customer Survey

CSM Magazine

Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Conducting a customer survey isn’t difficult and by using your creativity together with a great survey maker tool you’ll soon be unearthing some valuable customer insights. Here are my top 10 tips for creating a successful customer survey.

Capgemini Releases the World Retail Banking Report 2016: Customer Experience

Natalie Petouhof

The comprehensive survey data in this report, gathered from polls of 16,000 customers in 32 countries, as well as over 140 industry executives around the world, is designed to assist banks in understanding the current competitive landscape and mapping out their strategic responses. Tweet Capgemini and Efma today released the 2016 World Retail Banking Report (WRBR).

Why You Should Treat a Web Survey as a Brand Experience

Maru Group

I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping. Tailor the survey experience. As I see it, these principles – particularly personalization – should always extend to the survey experience. To customize the survey experience, the questions themselves should be programmed to only be shown when relevant.

Why You Should Treat a Web Survey as a Brand Experience

Maru Group

I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping. Tailor the survey experience. As I see it, these principles – particularly personalization – should always extend to the survey experience. To customize the survey experience, the questions themselves should be programmed to only be shown when relevant.

5 CX Myths That Can Destroy Brand Reputation

Horizon CX

Big Data and CX. The Myth: In order to improve customer experience, you have to invest in big data processing. You’ve probably already heard quite a lot about big data. Basically, this term refers to the huge amounts of data that internet users create on a daily basis and that can’t be processed using traditional methods because of the volume, variety, and velocity ( the three Vs of Big Data ).

Tips for Designing a Closed-Loop Feedback Process

CX Journey

Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. And that means it actually begins with the survey or the listening post from which the feedback is derived. Let's focus on surveys as the feedback channel. First and foremost, you'll need to design surveys that provide you with actionable feedback. Do You Employ Actionability Thinking in Survey Design?

7 Tips to Improve the Customer Experience and Reduce Costs

CCNG

Anticipate Needs – Organizations that consistently stand out as leaders in driving a differentiated experience, leverage the data, trends, and insights from all of their customer touch points to proactively anticipate and address current and future, unspoken needs.

CCNG 195

Guess Who? They Know everything!

Beyond Philosophy

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. Seth Stephens-Davidowitz is an economist, data scientist and an author. His book, Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are , explores how big data reveals the biases we have and how we think.

5 Ways to Better Understand Your Customers

VocalCom

In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Traditional surveys should also include free response sections that invite the customer to provide additional comments. When collecting information on your customers, always pay close attention to all demographic and ethnographic data. Analyze all data sources.