Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

Report 120

Report Groups Customers Customer Connectedness 120

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Use your in house data analytics to understand the behavior of your customers. Ask them to tell you about their experiences and what they are trying to accomplish.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Use your in house data analytics to understand the behavior of your customers. Ask them to tell you about their experiences and what they are trying to accomplish.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Forrester's Customer Insights

DECEMBER 6, 2023

We recently completed The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, covering what is also known as enterprise performance management (EPM), financial planning and analytics (FP&A), or extended planning and analytics (xP&A). We see significant interest […]

Analytics 30

Analytics Financial Management Customers 30

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

Customercount

OCTOBER 22, 2018

CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, (..)

Analytics 64

Analytics Feedback Data Analysis 64

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 147

Trends Customer Experience Wireless Entertainment 147

Magellan Solutions

MAY 3, 2016

IBPAP delegation to CeBIT Australia 2016. Magellan Solutions was part of the IBPAP (Information Technology and Business Process Association of the Philippines) delegation to CeBIT Australia 2016 in May 2-4 2016 at Sydney Olympic Park. The post Magellan Solutions joins CeBIT Australia 2016 appeared first on Magellan Solutions.

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

Thematic

DECEMBER 5, 2018

So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. 3 benefits to improve customer retention with analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience ROI Trends CRM 56

ShepHyken

DECEMBER 26, 2016

Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. Building lasting customer loyalty requires a multifaceted analytical approach. The post 5 Top Customer Service Articles For the Week of December 26, 2016 appeared first on Shep Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

NetBase

SEPTEMBER 17, 2019

The social analytics story of Wendy’s breakfast expansion hasn’t been written yet, and we have ideas to help them along. In 2016, when Taco Bell decided to enter a new daypart and take the breakfast plunge , it didn’t go in blind. But the folks at Taco Bell are social media analytics pros, so Live Pulses are second nature.

Analytics 45

Analytics Social Media Consumers Resources 45

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Speech Analytics Piloting. Predictive Analytics Personalizing. Effort Metric Expanding.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

natero

SEPTEMBER 8, 2016

Predictive Analytics World, a leading vendor-neutral analytics event, is holding its fifth annual conference this October 12-13 in London as part of the Data Driven Business event.

Data 59

Data Conference Analytics 59

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk unveiled Customer Sentiment Score , our first predictive analytic, that enables companies to actively assess churn and take proactive steps to prevent it. We’ll be posting more about Opentalk 2016, with rundowns of all the panels and insights into all the happenings. Segmentation.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Tricia Morris

JANUARY 25, 2016

Notes speaker and New York Times bestselling customer service author Shep Hyken in Microsoft’s 10 Customer Service Trends to Watch in 2016 , “Self-service is trending strong. Trends to Watch in 2016. It’s no wonder more and more customers began trying to self-serve first. Humans have still got it. What were their answers?

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 examined many of the facets of a successful sales strategy. Process analytics. “At Kristina’s talk was just one of eight session in TOPO Summit 2016’s Development track. The past few years have seen significant advances in sales strategies and practices. Integrated contact sources. Multi-touch execution.

Sales 40

Sales eBook Call Center Strategy 40

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Lumoa

AUGUST 23, 2021

Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. Efficient analytics can help you change up your form.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Forrester's Customer Insights

MARCH 7, 2016

In business, customer analytics is the Force that unlocks the hidden value in your customer data. Because customer analytics often relies on advanced machine learning algorithms, it used to be the domain of statisticians who could write code in R or Python. Read more Categories: Advanced analytics. customer analytics.

Analytics 20

Analytics Conference Customer Insights Report 20

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Sheila McGee-Smith, McGee-Smith Analytics. Sheila McGeeSmith, McGee-Smith Analytics. Paul Weber, Interactive Intelligence.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 171

Trends Customer Experience Wireless Entertainment 171

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies.

Marketing 40

Marketing Leadership Video Course 40

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. I’ve been a long term evangelist for the interaction analytics cause. It’s still going to take some time but voice and text analytics in a world preaching big data and proactive engagement has to eventually stick. Self Service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

ForeSee

DECEMBER 22, 2015

The NRF Big Show 2016 includes three days packed with sessions, exhibit hall presentations, vendor booth meetings and nighttime events – all in the epicenter of New York City. The post Ten Tips to Optimize Your NRF 2016 Experience appeared first on ForeSee.

Tips 40

Tips Meeting Analytics Customer Experience 40

Forrester's Customer Insights

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Brands 48

Brands Customer Experience Analytics Consumers 48

CloudCherry

MARCH 15, 2018

In 2016, Canada’s two telecom giants, Bell Canada and Telus, spent more money to stop subscribers from leaving them compared to the previous year. Bell Canada and Telus reported increased wireless retention spending for both the full year and fourth quarter of 2016, according to their annual report.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. by Tara Thomas.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Calabrio

JUNE 30, 2016

We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. Considering how much we love customer analytics here at Calabrio, we weren’t surprised.

Trends 100

Trends Industry Contact Center Analytics 100

ShepHyken

SEPTEMBER 5, 2016

Smart Customer Service) In a study by equity insight and analytics provider 24/7 Wall Street and research company Zogby Analytics, Comcast was named one of the worst performers in customer service, while Amazon was named the best. Comcast Tops the Customer Service Wall of Shame While Amazon Shines in the Hall of Fame by Maria Minsker.

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

Forrester's Customer Insights

JANUARY 9, 2017

Forrester's business insights research team has had a busy 2016! We have been busy helping our business and technology clients lead their organization to become insights-driven - one of the key operating principles of customer-obsessed firms.

Analytics 20

Analytics Data Technology Management 20