Alida

MARCH 19, 2019

Big data is big business. Enterprises are spending billions on big data. But executives are realizing that this type of transactional customer data isn’t enough. They’ve been using it to drive decision making for years now.

Customer Insights 189

Customer Insights Data Customers Customer Centricity 189

Alida

JULY 27, 2023

Discover the power of storytelling in maximizing the business impact of customer insights. Learn how to craft compelling research debriefs.

Data 244

Data Customer Insights How To Customers 244

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. As a consequence, many companies receive large volumes of customer data via phone calls.

Customer Insights 208

Customer Insights Feedback Social Media Survey 208

Alida

MARCH 3, 2022

And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience. In 2020, every person generated 1.7 megabytes per second.

Customer Insights 246

Customer Insights Tips Customers Data 246

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights.

Customer Insights 62

Customer Insights Chief Customer Officer Effort Score Leadership 62

Alida

SEPTEMBER 30, 2019

On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency.

Customer Insights 169

Customer Insights Brands Customers Data 169

SAP Customer Experience

NOVEMBER 7, 2023

How the Customer Data Platform is Redefining Retail By Peter Gergen, Solution Architect CX Currently, there is a transition from traditional retail experiences, characterized by generic product placements, impersonal offers and often frustrating checkout lines, to individually tailored customer experiences with a special focus on customer interests. (..)

Retail 73

Retail Customer Insights Customers Data 73

CloudCherry

AUGUST 13, 2019

There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Photo by Adam Le Sommer.

Data 218

Data Net Promoter Score Effort Score Analytics 218

Retently

MARCH 20, 2024

In data collection, Computer Assisted Telephone Interviewing (CATI) is a time-tested method, blending the dependability of phone surveys with smart software to boost reach and efficiency. On the other end of the line, the responders are the source of the valuable insights that CATI surveys aim to capture.

Survey 78

Survey Data Analysis Software 78

Integrate.ai

OCTOBER 1, 2020

I’m excited about the shift from data to Signals because it represents an opportunity for businesses to improve customer experience through modern data practices, while meeting their own privacy needs and those of their customers. Used well, consumer data can inform those better choices in a number of ways.

Customer Insights 52

Customer Insights Data Consumers Connections 52

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights. Chat analytics is the process of finding useful data points in chat conversations and support tickets. What is chat analytics?

Customer Insights 114

Customer Insights How To Analysis Analytics 114

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

Totango

JUNE 1, 2021

Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data. Understanding Customer Success Data. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Centercode

JANUARY 8, 2021

Protecting Data and Ensuring Privacy. And they go hand in hand with demands for more data privacy: consumers want more control over their data and to make sure that data is protected. The post How Customer Insights Are Shaping Tech for 2021 appeared first on Centercode.

Customer Insights 98

Customer Insights ROI Data Consumers 98

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

Data 52

Data Leadership Innovation Industry 52

Kerry Bodine

MAY 3, 2019

Typical surveys ask customers to provide the feedback on scales that range from 1 to 10, 1 to 7, and (less effectively) from 1 to 5. Rob’s answer was simple: The data crunchers got statistically better results when they included the zero. But ensure that both NPS and journey analytics are part of your customer insights program.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

Typical surveys ask customers to provide the feedback on scales that range from 1 to 10, 1 to 7, and (less effectively) from 1 to 5. Rob’s answer was simple: The data crunchers got statistically better results when they included the zero. But ensure that both NPS and journey analytics are part of your customer insights program.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Integrate.ai

OCTOBER 1, 2020

I’m excited about the shift from data to Signals because it represents an opportunity for businesses to improve customer experience through modern data practices, while meeting their own privacy needs and those of their customers. Used well, consumer data can inform those better choices in a number of ways.

Customer Insights 52

Customer Insights Data Consumers Connections 52

Beyond Philosophy

MAY 7, 2022

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data. Today, we have big data.

Data 52

Data Analytics Social Media Analysis 52

Customer Bliss

JUNE 1, 2017

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. Real-time data is a problem for customer experience. There’s also a summary of the report here. What can we learn?

Data 177

Data Technology Leadership Consulting 177

Oracle

OCTOBER 15, 2018

If you can tap into this type of data, you can adapt your experiences accordingly to make sure you’re catering for mindsets as well as what your customers actually want. Step 1: Set up a cross-functional data team. First, create a team of data scientists who understand both data and business.

Data 190

Data Analytics Touchpoint Consumers 190

Forrester's Customer Insights

NOVEMBER 21, 2023

In our 2023 Data Literacy and Culture Survey, we uncovered key insights about the state of data culture in organizations. Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, datasets, and insights.

Culture 60

Culture Data Competitive Advantage Survey 60

Playvox

JANUARY 12, 2022

The macrotrends of staffing pressures , flagging loyalty, and omnichannel service are driving the demand for new solutions that help alleviate blind spots and uncover customer insights to the benefit of service teams as well as product, IT, marketing, and sales. We call it Customer AI. Responsible.

Customer Insights 52

Customer Insights Self Service Contact Center Analysis 52

Peter Lavers

SEPTEMBER 20, 2017

This is the first of two blog posts on the Customer Insight Leader blog, in which I set out why data is the new Marketing battleground and (in my second blog) how analytics are the weapons guidance systems needed to win the battle.

Customer Insights 53

Customer Insights Data Marketing Conference 53

Blake Morgan

APRIL 25, 2023

Is your leadership strategy guided by data or simply a shot in the dark? Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. Diana Brown, SVP of Sales Operations and Customer Experience at XPO, involves leaders with the data through feedback loops.

Leadership 52

Leadership Metrics Customer Insights Feedback 52

CX Journey

SEPTEMBER 24, 2015

Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. Does that ring true with your role?

Customer Insights 80

Customer Insights Analytics Analysis Data 80

CSM Magazine

JULY 21, 2023

Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues. The New World Powered By Data These front lines of customer service are morphing into rich mines of data ripe for exploration, offering a wealth of insights into customer behaviour, preferences, and satisfaction levels.

Customer Insights 52

Customer Insights Social Media Groups Chatbots 52

Blake Morgan

MAY 23, 2023

   Most customer experience data strategies include two types of insights: qualitative and quantitative. Qualitative data tells the stories behind the customers, and quantitative data shares trackable metrics of customers’ actions and a brand’s performance.

Data 59

Data Customer Experience Metrics NPS 59

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Now is the time to ensure your customer experience strategy includes data driven personalization.

Data 78

Data Customer Service CRM Customer Service Strategies 78

SurveySensum

NOVEMBER 22, 2023

It is crucial to protect your customers’ data privacy and security by handling personal information responsibly. Focus on encouraging open and honest feedback by assuring customers of anonymity. It can make customers more comfortable sharing their thoughts, even if they have concerns or criticisms. And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

SurveySparrow

SEPTEMBER 27, 2023

It’s no magic; it’s the power of data. Or, perhaps you might have wondered “Hey, how can big data improve customer experience?” ” In reality, big data holds the key to providing better customer service and enhancing customer satisfaction. What is Big Data?

Data 52

Data Customer Experience Loyalty Programs Social Media 52

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. And how do you make the most of the data available at your fingertips, ensuring it is turned into useful information that can drive change within the business? The changing customer insight landscape.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Published on: April 11, 2018.

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Customer Insights 68

Customer Insights Software How To Touchpoint 68

Optimove

OCTOBER 13, 2018

What is Customer Insight Marketing? Customer insight refers to having a deep understanding of your customers, their behaviors, their preferences and even their needs. Customer Insight Marketing Analysis, Strategy and Tools. You need to have the right customer insight tools at your disposal.

Customer Insights 40

Customer Insights Marketing Retail Fashion 40

Forrester's Customer Insights

FEBRUARY 26, 2024

With the rapid advancement of genAI technology available to businesses even without highly specialized skills, internal data quality is now the primary limiting factor standing in the way of genAI enablement.

Data 55

Data Technology Government B2B 55