Kerry Bodine

JANUARY 10, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Journey analytics is one step in the right direction. What is journey analytics ? So it’s no big surprise that our post on how to use said template is also our top blog post of 2018.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Analytics 121

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

QuestionPro Audience

JUNE 26, 2018

billion by the end of 2018 – representing an increase of 15 percent over the previous year. The article suggests that smarter applications and predictive analytics could make Big Data more effective, or as it states: “Big businesses have absorbed Google-style tech, but are only just beginning to adopt Google-style thinking alongside it.”.

Technology 249

Technology Innovation Trends Consumers 249

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Analytics 52

Analytics Customer Relationship Management CRM System 52

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. Here’s a closer look at key AI innovations that made a splash in 2018. 2018 saw us asking tough questions about whether robots would take our jobs.

Innovation 105

Innovation Chatbots Healthcare Brands 105

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

NetBase

OCTOBER 5, 2018

So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. It’s clear there’s a lot of room for brands to increase their use of CX analytics.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry The customer service industry is experiencing the biggest digital shift ever - with industry leaders and pioneers scrambling to adopt automation, leverage analytics, expand channels, and integrate front office operations with back-office processes.

Trends 140

Trends Customer Service Customer Service Strategies Analytics 140

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics. Using Descriptive, Predictive and Prescriptive Analytics to Make Decisions / Take Actions.

Analytics 93

Analytics Loyalty Analysis Data 93

Wootric

DECEMBER 21, 2018

We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. . While our R&D efforts focused on analytics, our core survey platform has been growing — both in terms of volume and in new features. A more robust, connected survey platform.

Analytics 67

Analytics Survey e-support Analysis 67

InMoment XI

DECEMBER 2, 2018

Market Research and Analytics Companies. In addition, the company was recently named a 2018 Top Workplace by the Salt Lake Tribune. “We View Article.

Technology 200

Technology Customer Experience Analytics Report 200

Bob Hayes

DECEMBER 20, 2018

All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, artificial intelligence and machine learning tools and methods that are commonly used and even a post on the problems with the Net Promoter Score claims. Click image to enlarge. Click image to enlarge.

Net Promoter Score 81

Net Promoter Score Data NPS Analytics 81

Grade.us

NOVEMBER 16, 2018

Digital analytics are essential to measuring your marketing efforts. 2018's Best Digital Analytics Blogs. Follow these blogs to stay up-to-date with the latest analytics trends. Google Analytics Products. Blast Analytics & Digital Marketing Tips. Blast Analytics & Digital Marketing Tips.

Analytics 29

Analytics Resources Tools eBook 29

NetBase

MARCH 4, 2020

So, it’s no wonder that brands are seeking uncomplicated access to social analytics insight. As Andrew Brown, VP Insights and Analytics at H&L Partners shares, capturing insight that keeps his agency (and its clients) nimble is a game changer. Social analytics has helped them zoom in on what audiences are actually doing.

Analytics 60

Analytics Social Media Analysis Consumers 60

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics. Using Descriptive, Predictive and Prescriptive Analytics to Make Decisions / Take Actions.

Analytics 74

Analytics Loyalty Analysis Data 74

inQuba

NOVEMBER 16, 2018

[Johannesburg] 20 November 2018 – South African Customer Experience and Journey Analytics SaaS provider inQuba has been covered by international analyst group Gartner in its Market Guide for Voice-of-the-Customer Solutions 2018 for its Voice-of-the-Customer (VoC) platform. Contact us Contact us. Request a demo.

Marketing 58

Marketing Analytics Customer Journeys Report 58

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. If have haven’t performed a social media audit for the third quarter of 2018, now is the time to get to it. For this you need real-time social media analytics tools with sentiment analysis capabilities , and you should be in the habit of consulting them.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

Optimove

DECEMBER 18, 2018

2018 brought twice as many pink-hued lightbulbs, shining a light on 500 attendees, 12 workshop leaders, and 15 speakers sharing, absorbing, and discussing the current and future state of CRM. And as we begin wrapping up 2018, we reflect on our 4 th Optimove Connect, hoping we accomplished just that.

Connections 53

Connections Conference CRM Consumers 53

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. Data and analytics capabilities. Customer Experience in 2018 Will Cater Toward Achieving Emotional Loyalty. The post 2018 Customer Experience Predictions appeared first on SurveyGizmo. Data sourcing.

Customer Experience 58

Customer Experience e-support Customers Study 58

Alida

SEPTEMBER 21, 2018

Sparq’s new text analytics tool allows Cassie and her team to leverage open-ended feedback more frequently and get and analyze richer feedback. GoDaddy is leveraging a couple of new features on the Sparq platform to support this DIY approach. Don’t let CX stagnate.

Innovation 145

Innovation Feedback Customers Engagement 145

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. Because the average consumer isn’t so average anymore.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Thematic

OCTOBER 1, 2018

Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? What is text analytics? Text analytics is the process of extracting meaning out of text. How is text analytics used by companies? Some text analytics background….

Analytics 76

Analytics Analysis Training Feedback 76

CSM Magazine

APRIL 26, 2022

Funding to further enhance its leading technology and bring 360-degree data analytics solution to new markets. Conjura , the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding. The round was co-led by Act Venture Capital and MiddleGame Ventures , with participation from Tribal VC.

Analytics 52

Analytics e-support Analysis Financial 52

Alliance by IFS

DECEMBER 14, 2017

As a recognized leader in field service management software , Astea was proud to sponsor “The Future of Field Service 2018 ” special edition of Field Technologies Magazine. Predictive analytics will also play a key role in improving the quality and timeliness of service calls.

Analytics 50

Analytics Software Technology Meeting 50

AWS Machine Learning

MARCH 8, 2023

In this post, you will learn how Marubeni is optimizing market decisions by using the broad set of AWS analytics and ML services, to build a robust and cost-effective Power Bid Optimization solution. He has over 25 years of technology experience and has joined AWS in 2018. He holds a Ph.D. in Electrical Engineering and a B.S.

Analytics 72

Analytics Marketing Training Data 72

Help.com

SEPTEMBER 11, 2018

According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” Customer service is not supposed to be reactionary. If you didn’t get that memo until now, don’t worry.

Customer Expectations 182

Customer Expectations Interaction Customer Service Analytics 182

Magellan Solutions

MARCH 1, 2018

Here are some business process outsourcing predictions for 2018: PH BPO nears ‘plateau’ as industry matures. Aside from call center jobs, other BPO specializations that are in-demand this 2018 include finance, accounting, and information technology. million Filipinos. BPO will continue to drive PH office space demand.

Industry 63

Industry Call Center Competitive Advantage Customer Service Representative 63

NetBase

MAY 20, 2019

We’re here to help marketers prove they’re putting their brand’s money where the engagement is with analytics tool tips that they can implement immediately. Capturing relevant analytics to support a brand’s social media spend is challenging in itself, made so much more so when the rules of the road are in a constant state of flux.

Analytics 58

Analytics Banking Airlines Comparison 58

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72