Storyminers

JULY 6, 2020

At Netomi, we deeply care about improving the customer experience. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Thought leaders come in all shapes and sizes. This is especially true in the customer service industry.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

MARCH 11, 2024

In this blog, we’ll explore the major types, their purpose, how they work, and some examples to help you understand better. What you get from them is a snapshot of public sentiments. Now, I know what’s lurking in your minds… How do polls work? So, what’s a poll? It’s simple.

Survey 52

Survey Trends Groups Measurement 52

SurveySparrow

OCTOBER 13, 2023

How can we use this stream of information to improve customer satisfaction , streamline operations, and increase efficiency? In this blog, we will explore the concept of feedback looping, including its significance, real-world examples, and the transformative impact it can have on businesses. Too much to handle?

Feedback 52

Feedback Examples Social Media e-support 52

Gainsight

OCTOBER 19, 2018

Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. Notice how many of your surroundings are made of plastic. developer acumen to deliver them. developer acumen to deliver them. Look around you.

Customer Success 100

Customer Success Data Strategy Analysis 100

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. But what lies beyond the contact center is critical to your ability to improve contact center performance and CX. By Stephanie Ventura. The pressure to reduce contact center costs is immense.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. The CSAT score allows customer experience teams to measure how consumers feel about their brands and monitor changes in perception over time. How is a CSAT Score Calculated?

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

Natalie Petouhof

AUGUST 15, 2022

Just to be clear, in case the above title suggests a modern-day pulp romance novel, the full title should clear things up: “Empathy in Action – How to Deliver Great Customer Experiences at Scale.” Until you properly understand your business problems and what’s causing them, you’ll never pick the right technology solution.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? But how do you do it well? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Thematic

DECEMBER 5, 2018

To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. Thus, there’s lots of opportunity and room for improvement. 3 benefits to improve customer retention with analytics. Think again. What is customer retention?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Why Is It Important to Balance Cost, Quality and Customer Service? What Does This Latest Release Feature?

Innovation 40

Innovation Gamification Management Comparison 40

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Congratulations to this year’s winners: Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Wouldn’t it be nice if companies already knew the context when we reached out? Is that too much to ask for?

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

NetBase

MAY 1, 2019

But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Our new Social Media Reporting Series will explain the importance of reporting on your analytics insights, and how NetBase makes it easy to do. Here’s an overview of what we’ll cover.

Social Media 43

Social Media Report Analysis Analytics 43

Totango

OCTOBER 25, 2022

In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure. Then we’ll examine how a customer success team is organized and how different customer success roles fit into your organizational chart.

Customer Success 93

Customer Success Chief Customer Officer Customer Centricity Sales 93

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Businesses always look to implement new and unconventional ideas to improve customer satisfaction, which enhances the CSAT score. A higher CSAT score indicates better customer service.

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

AWS Machine Learning

JULY 31, 2023

If you are a business analyst, understanding customer behavior is probably one of the most important things you care about. It also enables you to evaluate the models using advanced metrics as if you were a data scientist. We explain the metrics and show techniques to deal with data to obtain better model performance.

Metrics 79

Metrics Analysis Training Data 79

Grade.us

MAY 28, 2019

I won’t repeat them for the sake of simplicity. When you go through this guide, it should be obvious which tools perform multiple functions. It's most commonly used for blogging but supports other types of web content including media galleries and online stores. You need creative and marketing tools. Which tools work best?

Tools 37

Tools Marketing Social Media Advertising 37

Bold360

DECEMBER 1, 2016

Because a broad and somewhat diverse feature set makes the selection process complex, we reached out to a panel of customer experience and customer service pros and asked them to answer this question: “What are the biggest mistakes companies make evaluating & purchasing customer experience software? In fact, sometimes it can seem.

Software 40

Software Customer Experience Company CRM 40

AWS Machine Learning

APRIL 24, 2023

In the world of machine learning (ML), the quality of the dataset is of significant importance to model predictability. Although more data is usually better, large datasets with a high number of features can sometimes lead to non-optimal model performance due to the curse of dimensionality.

Data 67

Data Analysis Training Report 67

AWS Machine Learning

DECEMBER 20, 2022

The last few years have seen a tremendous paradigm shift in how institutional asset managers source and integrate multiple data sources into their investment process. Our use case is to analyze the stock price predictive power of an external dataset and identify its feature importance—which fields most impact the stock price performance.

Analysis 94

Analysis Financial Effort Score Data 94

Grade.us

JULY 17, 2018

They want, no, they expect you to change with them. It's a problem agencies seem to run into on a regular basis. The local marketing strategies they're using used to work. Then suddenly, the effectiveness of these strategies begins to decline. Their client's marketing shows signs of fatigue. It's easy to miss. Where did things go wrong?

Strategy 20

Strategy Marketing Chatbots Social Media 20

Pointillist

JULY 25, 2018

Learning how to choose the best customer journey analytics platform is just the start. Learning how to choose the best customer journey analytics platform is just the start. In either case, you likely have questions around what use cases to pick, how to create a project team and how to prepare your data.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

APRIL 17, 2019

These range from data quality problems, data governance issues, data ownership barriers, customer identity matching and data schema incompatibilities, as well as the duplication of data across sources. But standing in your way are existing customer data management challenges.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Pointillist

JULY 25, 2018

Learning how to choose the best customer journey analytics platform is just the start. Learning how to choose the best customer journey analytics platform is just the start. In either case, you likely have questions around what use cases to pick, how to create a project team and how to prepare your data.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43