ClearAction

NOVEMBER 13, 2014

MO professionals’ career paths sometimes originate in Finance, IT, Sales Operations and other analytical or process-oriented roles. By 2009, other marketing studies began to incorporate questions about MO. The 2006 IDC CMO Technology Benchmark Study found that the headcount allocated to MO was about 2.5%.

Marketing 62

Marketing Study Government Analytics 62

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

Customers Rock!

APRIL 14, 2010

A recent report that caught my attention is Watermark Consulting’s 2007-2009 performance analysis, which examines Forrester’s 2007 Customer Experience Index and shows how customer experience leaders outperform laggards in the stock market. Countless reports and case studies have proven this linkage. Image credit: TommL ).

Social Media 154

Social Media Case Study Financial Banking 154

Bob Hayes

MARCH 28, 2015

According to Wikipedia , statistics is the study of the collection, analysis, interpretation, presentation, and organization of data. It’s not surprising that Hal Varian, chief economist at Google, in 2009, said that “ the sexy job in the next 10 years will be statisticians.” The Rise of Statistics.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

Waypoint Group

JANUARY 14, 2015

” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link]. We’ve written about this very often , and also created a short video analysis on the consequences of ignoring this group of people.).

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Customer Interactions

DECEMBER 12, 2011

Marketing firms and businesses across many sectors routinely use analytical tools to collect, integrate and analyze business intelligence – in order to predict customer buying habits, control inventory and even prevent fraud. The same strategies can and should be applied to the industrial security realm.

Industry 29

Industry Banking Government Analytics 29

Comm100

MARCH 27, 2023

For teams tracking resolution analytics, routing can improve First Contact Resolution (FSR). LivePerson reporting tools include sentiment analysis and dashboards for analysis of historic and real-time data. Top benefits of LivePerson include: LivePerson’s AI is built around recognition of customer intents.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

BirdEye

OCTOBER 6, 2023

Pay attention to sentiment analysis to gauge public perception. Social media analytics Leverage social media analytics tools to track mentions, engagement rates, and sentiment trends surrounding your brand. Example: Toyota’s response to a major recall in 2009 showcased a well-prepared crisis management plan.

Strategy 58

Strategy Social Media Airlines Software 58

SurveySparrow

JANUARY 25, 2022

Data analysis is one of the most flourishing fields right now as businesses around the world are trying to make sense of their data. There are a number of data analysis tools available in the market. and IBM acquired it in 2009. Text analysis helps you derive insights from qualitative inputs through open-ended questionnaires.

Healthcare 52

Healthcare Analysis Retail Analytics 52

Esteban Kolsky

APRIL 22, 2015

The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people noticing, not as in just emerging as you well know). Let’s start with the idea of getting to know your customers better.

Analytics 60

Analytics CRM Loyalty Resources 60

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Lead CX Analytics and Insights Manager at CenturyLink. LinkedIn : [link]. Website : [link]. She is the Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

PeopleMetrics

MAY 22, 2015

We call it One Thing Analysis.) An Example of One Thing Analytics and Customer Experience Improvement. 2009 by Phillip Capper , CC BY 2.0. So what can you do to ensure you achieve your overarching goals? In short: focus on one thing at a time. We find it to be an extremely effective strategy for our clients.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., Eggert et al., 2015 further confirmed that gratitude fosters commitment and enhances loyalty.

NPS 52

NPS Financial Survey Effort Score 52

AWS Machine Learning

JANUARY 30, 2023

From image and speech recognition to natural language processing and predictive analytics, ML models have been applied to a wide range of problems. For the NYC taxi data, we use the yellow trip taxi records from 2009–2022. Multiclass logloss Multiclass logloss Accuracy (%) F1 Macro (%) F1 Micro (%). 1 5329 5414 0.937 0.947 65.6

Training 79

Training Multi-Channel Metrics Data 79

Grade.us

JUNE 2, 2020

Online reviews and reputation management Review widgets and plugins Review listings monitoring (multi-location) Auto review request campaigns White-labeled agency plugins, widgets, and API White-labeled content for agencies Analytics, performance, and trends reporting Track clicks, clickthroughs, and conversions. Support options.

Software 47

Software Management Net Promoter Score Multi-Channel 47

SurveySparrow

AUGUST 23, 2019

Guess who bought Zappos in 2009 for $900 odd million? Analytics tools. Competitor Analysis. Tony Hseih, the founder of Zappos, even wrote a book called Delivering Happiness , which was all about creating a culture of happiness for its customers and employees alike. Let’s dive into what Consumer Behaviour is, shall we?

Consumers 53

Consumers Sales Social Media Study 53

Customer Interactions

JANUARY 16, 2012

As Corporate Security Director for Bank of America from July 2006 to January 2009 Chris Swecker led investigations; physical security; international security, employment screening and executive protection. Swecker created an advanced Security Operations Analysis and Command Center (SOAC) to support security operations worldwide.

Banking 29

Banking Resources Financial Government 29