Beyond Philosophy

OCTOBER 20, 2022

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior.

Self Service 78

Self Service Contact Center Banking System 78

C3Centricity

MARCH 15, 2018

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 206

Data Retail Analysis Analytics 206

West Monroe

NOVEMBER 14, 2022

Listen to Mike Treash, COO, and Patrick Stevenson, head of data & analytics, talk about the health plan’s pursuit of The Golden Record—a source of truth for all data related to their members. Vice President of Data and Analytics Strategy at Health Alliance Plan (HAP). Created with Sketch. powered by Sounder.

Healthcare 98

Healthcare Hospitality Consumers Case Study 98

Brandwatch CX

FEBRUARY 23, 2024

They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers?

B2B 59

B2B Brands Social Media Wireless 59

Integrity Solutions

FEBRUARY 1, 2024

While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers. This is one of the reasons Mike Esterday and I were motivated to write our new book, Listen to Sell.

Sales 106

Sales Self Service Training Connections 106

Thematic

FEBRUARY 11, 2024

Both companies compete head to head with each other for customers. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers.

Conference 62

Conference NPS Hotels Self Service 62

SurveySparrow

OCTOBER 3, 2023

Imagine you’re staring out at a boundless ocean of data. Now, you won’t have the time to reach every book, but you want to understand the themes and ideas contained within. You select a few books strategically, ensuring they represent different genres, authors, and styles. What is Sampling?

Survey 52

Survey Study Groups CRM 52

CloudCherry

MARCH 7, 2018

In this digital age, data resides at the core of everything. Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. While we have all heard about Big Data, the term Dark Data is not quite as well known.

Customer Experience 186

Customer Experience Hotels Guidelines Customers 186

Experience Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

Customer Experience 169

Customer Experience How To Data Feedback 169

Brandwatch CX

FEBRUARY 23, 2024

They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers?

B2B 52

B2B Brands Social Media Wireless 52

Fox Metrics

AUGUST 14, 2020

Big data has become a valuable part of the business. Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4

Analytics 93

Analytics Data Social Media Analysis 93

Alida

JULY 28, 2016

The following is an excerpt from the e-book Big Data and Beyond. The big data hype is officially dead. In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. The rise of big data.

Data 100

Data Social Media Analytics Entertainment 100

Beyond Philosophy

SEPTEMBER 25, 2017

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 I have a big problem with Big Data.

Data 113

Data Customer Journeys Customer Service Representative Consulting 113

Experience Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

Customer Experience 125

Customer Experience How To Data Feedback 125

BirdEye

FEBRUARY 13, 2024

With nearly 50% of people being unclear about the benefits of chiropractic care, the importance of chiropractor marketing cannot be overstated. A recent Birdeye study highlights that almost half of consumers search for healthcare providers online, revealing a crucial opportunity. Table of contents Why do chiropractors need marketing?

Marketing 59

Marketing Social Media How To Healthcare 59

Support EXP

JANUARY 11, 2024

Credit union leaders taking stock of 2023 and poised to seize the opportunities of a new year must deal with this harsh reality: you’re not finding and strategically applying the insights in your data – and your competition IS! And it’s true that unhappy customers have always told their friends and family about unpleasant experiences.

Data 52

Data Competitive Advantage Financial Social Media 52

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Then ChatGPT happens.

Customer Experience 64

Customer Experience Chatbots Self Service Touchpoint 64

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

CloudCherry

DECEMBER 1, 2018

It’s really hard to drive change that impacts the business from just a few customer responses. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. They obviously want to provide supreme and excellent service on a daily basis.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

It’s really hard to drive change that impacts the business from just a few customer responses. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. They obviously want to provide supreme and excellent service on a daily basis.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

C3Centricity

OCTOBER 16, 2019

The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too.

Marketing 120

Marketing Customer Centricity Consumers Groups 120

West Monroe

NOVEMBER 14, 2022

Listen to Mike Treash, COO, and Patrick Stevenson, head of data & analytics, talk about the health plan’s pursuit of The Golden Record—a source of truth for all data related to their members. Those were the big growth engines in southeast Michigan. It's unique because we’ve got the provider and the payer.

Healthcare 52

Healthcare Hospitality Retail Consumers 52

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. Tune in to the episode to learn more!

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

Thematic

SEPTEMBER 14, 2022

When executed well, it guides product development teams to find the right problems to solve for their customers. Product discovery also ensures that teams avoid wasting time and company resources attempting to serve the wrong customers, solve the wrong issues, or build the wrong solutions. But we're getting ahead of ourselves!

Net Promoter Score 62

Net Promoter Score Analytics Software Survey 62

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. increase in customer satisfaction, a 5.4x They provide the essential tools and resources for front-line teams to deliver exceptional products and services to customers. improvement in quality SLAs met, and a remarkable 11.7x

Examples 52

Examples Financial Competitive Advantage Resources 52

Inbenta

DECEMBER 21, 2023

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. We, at Inbenta, decided to take a look at our customer’s sessions to detect and analyze self-service trends. The results were quite eye-opening and hope you find the insight useful. What’s the difference?

Chatbots 52

Chatbots Self Service Ecommerce Insurance 52

SurveySparrow

APRIL 1, 2021

“Data analytics had the biggest impact on my business. Earlier, even after keeping a rack full of record books, he still made mistakes. Because data analytics software does this work and does it quite brilliantly. So, with no further ado, let’s help you on your data analytics journey. .

Analytics 52

Analytics Data Analysis Technology 52

CSM Magazine

SEPTEMBER 1, 2023

You work on your laptop the whole day. So, it’s no wonder that our apps are evolving to become more and more efficient for our use. In a lot of ways, these apps are revolutionizing the academic sphere and paving the way to new heights. You find that you don’t have time and you probably have a hefty academic workload. It’s practical and fast.

Knowledge Base 52

Knowledge Base Course Tools Technology 52

Gainsight

JULY 13, 2022

For the longest time, Pulse focused on customer success teams, but not anymore. For the longest time, Pulse focused on customer success teams, but not anymore. Building products with data-driven product roadmaps and improved product experience is critical to durable growth, so Product professionals are critical to the future of Pulse.

Roadmap 59

Roadmap Conference Analytics Strategy 59

Confirmit

JANUARY 27, 2020

I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry.

Industry 52

Industry Social Media Analytics Customer Insights 52

Kustomer

AUGUST 8, 2022

In this episode of Customer Service Secrets, Gabe Larsen is joined by co-founder of ExecVision Steve Richards, to discuss customer quality and assurance, as well as guidance to provide reps with customer service coaching. Data Is Not The Issue. Make Sure Your Agents Have the Resources to Improve.

Customer Service 98

Customer Service How To Call Center Contact Center 98

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. RAG is a popular technique that combines the use of private data with large language models (LLMs).

Knowledge Base 115

Knowledge Base Study Healthcare Travel 115

Inbenta

AUGUST 18, 2023

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. We, at Inbenta, decided to take a look at our customer’s sessions to detect and analyze self-service trends. The results were quite eye-opening and hope you find the insight useful. What’s the difference?

Chatbots 52

Chatbots Self Service Ecommerce Insurance 52

Oracle

DECEMBER 3, 2018

Some say that data is the new oil or the new gold. Big data, machine learning, deep learning, data analytics, artificial intelligence, data visualization–these are the biggest buzzwords in technology today, meaning that the data rush is on. I doubt it. Information. Interfaces. Intelligence.

Data 103

Data Video Consumers Technology 103

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. When it comes to delivering exceptional customer service, businesses face numerous challenges.

Call Center 52

Call Center Customer Service e-support Contact Center 52

CSM Magazine

MARCH 3, 2022

Travelers claim that it makes their life easier when on the road, and the booking process is super easy and straightforward to do. They don’t have to worry about manually inputting details and get a massive amount of assistance regarding bookings, inventory management, communication with travel partners, and more.

Tools 52

Tools Management Travel Transportation 52