CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. Our sweets are our data sources. Aim for seamless data. And, it’s not just me, the latest statistics prove it.

Data 52

Data Self Service Chatbots Call Recording 52

Gainsight

AUGUST 30, 2019

This is real-time, super-rich data. In short, customer feedback seems to vanish into a black hole, they told me. Phase One Findings: The Customer Feedback Black Hole. But there’s a common feeling that it plays out in a black hole. It comes directly from the people who use your product—it’s gold!

Roadmap 40

Roadmap Feedback Study Software 40

Help.com

MARCH 14, 2016

Survey data is important. Survey data is important. Don’t allow the data you collect to get sucked into a black hole. Then, consider what you’d like to do with the data you received. What can you do to mend the relationship? Make your business more customer-centric. “A How does it affect your employees.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

Customer Bliss

MARCH 14, 2017

Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

Education Services Group

JANUARY 25, 2023

Q: Early on in the conversation, you talked about data, isn’t that incumbent upon the CS leader to get into place instrumentation for the data, what’s going on in the customer base, and the tools for execution? Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined below.

Sales 52

Sales Customer Success Conference Data 52

Gainsight

OCTOBER 13, 2020

The problem is, unless you’ve got secret mind-reading powers (and if you do, let’s chat, stat ), the only way to find out how your customers really, truly feel about your product is to request, gather, and analyze critical customer experience (CX) feedback and data. Surveys: Just one piece of the CX puzzle.

Multi-Channel 52

Multi-Channel Customer Success Survey Feedback 52

CX University

MAY 18, 2020

Instead, talk directly with customers and look at unsolicited data from social media and recorded phone calls to find their pain points. Then it looks at how this data compares to data from other sources, such as social media. The CXU Student Brief. A monthly newsletter for Upgraded Online Course Subscribers.

Conference 52

Conference Social Media Gamification Insurance 52

Comm100

APRIL 17, 2018

When it comes to digital marketing, email has long been praised for its usefulness in collecting customer data, informing customers on offers and promotions and (by extension) improving revenue. Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received. The Importance of Customer Feedback.

Feedback 194

Feedback How To Roadmap Survey 194

Clicktools

JULY 25, 2017

Like anything in the digital transformation era, both culture and vision play a huge role in determining how well companies can adapt to this new age of data action—and reaction. Take time to do a root cause analysis to see if there might be holes in your workflow, fulfillment, or other processes your customers are using daily.

Loyalty 53

Loyalty Feedback Chatbots Customer Journeys 53

Bold360

JULY 8, 2020

Otherwise, you are in a black hole of everybody hanging things on this bot. ” —Brenda Martins. Subscribe via iTunes , Spotify and more. Ready to build a chatbot? Not so fast! It takes a lot to succeed with those guys. On the latest episode of CXNext, I interview Brenda Martins , who focuses on the chatbots we deliver at LogMeIn.

Chatbots 52

Chatbots Tips Meeting Data 52

CSM Magazine

DECEMBER 12, 2019

Time and time again, organizations are losing customers to the black hole of wait times and inefficient processes during their seasonal bumps. Time and time again, organizations are losing customers to the black hole of wait times and inefficient processes during their seasonal bumps. trillion spent in 2007.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

AWS Machine Learning

OCTOBER 9, 2023

The model is deployed in an AWS secure environment and under your VPC controls, helping ensure data security. Today, we are excited to announce that the Mistral 7B foundation models, developed by Mistral AI, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference.

Multi-Channel 97

Multi-Channel Training Examples Resources 97

Bold360

JULY 21, 2020

Define your scope (and base it on data). Another important aspect of this list: It needs to be based on data. If you don’t have a rigid, tangible list to adhere to, you risk getting sucked into a black hole of development and your project will never get finished. This is by far the most important step.

Chatbots 52

Chatbots Data Interaction Sales 52

Waypoint Group

OCTOBER 17, 2019

Unfortunately, the feedback they had wasn’t black and white, making internal conversations around it more difficult. Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity. Seeking trustworthy feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Playvox

JULY 14, 2023

If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier. If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.

Contact Center 74

Contact Center Measurement Call Center How To 74

ClearAction

MAY 29, 2016

Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole. Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. Is it as natural and advantageous as the C-team expects?

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

Solvvy

OCTOBER 8, 2019

Artificial intelligence is awesome when it comes to asking Alexa what time the latest Disney movie is showing at your local cinema this weekend, or finding out whether to wear an extra layer when you head out of the house. It’s bad for the customer experience , and it’s bad for your brand.

Chatbots 48

Chatbots Self Service Customer Experience How To 48

Alliance by IFS

JUNE 2, 2015

Service-generated sales leads often fall into a black hole, with follow-up coming weeks or months later. According to data from The Service Council, 19% of service organizations in a recent survey did not have any lead capture capabilities in the field, and 17% still relied on paper processes.

Sales 50

Sales Multi-Channel Training Technology 50

West Monroe

FEBRUARY 28, 2017

You know the ones—corporate synergy, big data, low-hanging fruit. In an effort to pull Rapid Prototyping out of the black hole of business buzzwords, we have compiled a list of five signs that Rapid Prototyping may be a good fit for your project. If you’re like most consultants, you walk around spewing buzzwords daily.

Feedback 40

Feedback Consulting System Meeting 40

ClearAction

SEPTEMBER 16, 2016

What’s missing for the customer experience is integrated data, policies, and procedures, and experience continuity across sales channels, across service channels and between sales and service channels. Does your business have a silo detective? And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 48

Customer Experience Return on Investment Effort Score Policies 48

Forrester's Customer Insights

APRIL 6, 2016

Consider this: Forrester research shows that despite continuing investments in people, big data, and technology, companies are not driving enough insights to actions. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. Why is that question so top of mind?

Customer Insights 20

Customer Insights Analytics Customers Report 20

Amity

MARCH 31, 2017

There’s nothing worse than contacting a company with an idea only for it to feel like it’s disappeared into a black hole. I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers.

Feedback 48

Feedback Roadmap Strategy Customers 48

Gainsight

JANUARY 17, 2020

Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. How do you work with your customer-facing teams to gather feedback?

Feedback 117

Feedback Roadmap ROI Case Study 117

Kustomer

JUNE 4, 2020

The Importance of Data Collection Both Internally and Externally. Having the right data at the right time is essential for the customer service industry. There are several things Hillary suggests companies should do to ensure customer data is recorded and acknowledged. Listen to the full episode below.

Feedback 52

Feedback Customers Meeting Customer Experience 52

Feedbackly

AUGUST 29, 2018

Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people from all corners of the world can have their favourite products shipped straight to their front door. Amazon is taking advantage of this more than any other company in the world at the moment, and there’s no sign of them slowing down.

Customer Journeys 76

Customer Journeys Ecommerce Competitive Advantage Fashion 76

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Marketing 48

Marketing Customer Experience Chief Customer Officer Self Service 48

Grade.us

NOVEMBER 12, 2018

Google's giving us more data than ever. Andrew Shotland helped launch websites for Showtime and NBC back when some of us were still trying to figure out what the internet even was. He then helped launch Insider Pages, which became City Pages. Who better to talk to about the direction the local SEO industry's going in?

Industry 32

Industry Consulting Study Fashion 32

Qualtrics

AUGUST 20, 2021

Or at what point does the data become actionable or statistically significant to do something about it.” The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. We asked a panel of experts for their advice on managing the new challenges of CX for B2B. What does best-in-class look like?’ “I'm

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Kustomer

NOVEMBER 25, 2021

How Data Drives Success. Here at Kustomer, we believe that data is essential to providing exceptional customer experiences and we know that a team without some sort of data organization is incomplete. For Matt Dixon, data drives success at Tethr. Stay tuned to find out more. … Delight costs a lot of money.”

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Grade.us

NOVEMBER 9, 2018

Sharing is Going Private and Marketers Will Need to Adapt How Clorox Uses Data from Smart Thermometers to Target Digital Ads The Week in Digital Transformation: Alexa Goes to Church, 2019 Trends and Hybrid Cloud Integration. And really, in some ways, advertising has hardly changed. And this year? The Marketing Smarts Podcast. Econsultancy.

Advertising 26

Advertising Resources Tools Social Media 26

GetFeedback

MAY 13, 2019

Your customers know what they like and dislike better than anyone else could, so listening for and actioning this data can significantly improve your offerings. This data should be heavily weighted towards Voice of the Customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Comm100

FEBRUARY 25, 2020

When the data you collect from and about your customer is decentralized, you build a disjointed understanding of the customer for your agents, more often than not resulting in a poor customer experience. Leverage your CRM data . Siloed systems are one of the greatest obstacles to a quality customer experience (CX).

Social Media 162

Social Media Omni-Channel CRM B2B 162

Comm100

FEBRUARY 25, 2020

When the data you collect from and about your customer is decentralized, you build a disjointed understanding of the customer for your agents, more often than not resulting in a poor customer experience. Leverage your CRM data. Siloed systems are one of the greatest obstacles to a quality customer experience (CX).

Social Media 130

Social Media Omni-Channel CRM B2B 130

Kustomer

MARCH 12, 2020

Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is. Listen to the full podcast below.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? Have you ever stopped and wondered why this is happening and why now?

Engagement 59

Engagement Management Multi-Channel Omni-Channel 59

ClearAction

DECEMBER 28, 2017

And at the same time, this is not good: proliferation introduces more places for your data to be stored, more user interfaces to learn, and more misunderstandings between suppliers and customers (red tape nuisances, mustering patience to understand the lack of logic, chasing things that fell into a black hole, and tiresome delays).

System 59

System Customer Experience Return on Investment Technology 59

CSM Magazine

JUNE 22, 2023

It is hosted on German data centers. It addresses the gap or black hole that currently exists between terminology and taxonomy (knowledge graphs). Jochen touched upon the importance of structured data and knowledge graphs, both an integral part of Tridion’s solution, to turn information into knowledge.

Chatbots 52

Chatbots System Ecommerce Case Study 52