CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

AUGUST 22, 2023

Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience. This information is essential; however, as every customer experience (CX) leader has faced: data is just a starting point. And if you are listening, how do you know what to hear?

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

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

CX Journey

JUNE 25, 2019

Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. He’s delivered incremental profit of over £10m pa and improved customers’ experiences.

Analytics 134

Analytics Tips Culture System 134

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CX Journey

JUNE 25, 2019

Continuing with this series has been driven by the feedback I have heard from a variety of data and analytics leaders. Firstly, common practices, that I’ve observed in analytics teams implementing this approach. He’s delivered incremental profit of over £10m pa and improved customers’ experiences.

Analytics 81

Analytics Tips Culture System 81

Thematic

OCTOBER 1, 2018

Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? These methods range from simple techniques like word spotting formulas in Excel to neural networks trained on millions of data points. What is text analytics? Text analytics is the process of extracting meaning out of text.

Analytics 76

Analytics Analysis Training Feedback 76

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision.

Technology 194

Technology Analysis Data Consumers 194

Lumoa

AUGUST 23, 2021

Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Magellan Solutions

JULY 19, 2021

What are the business that need to outsource data entry in 2021. A fact that outsource data entry helps to make it possible. Data entry outsourcing has a CAGR of 5% during the 2019-2023 which roughly means $350 million. As many believe that the way to recovery, post-pandemic, is paved with data. Real Estate. Dog walking.

Data 52

Data Healthcare Analytics Transportation 52

Lumoa

JUNE 9, 2020

A clear CX strategy will help you stand out from the big crowd and ensure customers don’t churn because of ineffective purchase processes and bad experiences. Typically, customer experience and UX professionals rely on tools like Google Analytics or Hotjar to understand what their customers are doing and feeling.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

CSM Magazine

FEBRUARY 7, 2024

Whether you’re an early bird who devours course materials with your morning coffee or a night owl who hits the books after the kids are in bed, online programs are structured to fit into your unique schedule. E-learning courses provide exposure to data analytics tools and techniques that are essential for unlocking customer insights.

Case Study 52

Case Study Course Study Customer Satisfaction 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

SurveySensum

MARCH 20, 2024

Along with a robust platform they offer advanced CX consultation service — wherein CX experts provide end-to-end support, from survey creation to feedback analysis, to creating action plans based on customer insights. All of this while helping you give your clients a smooth, customized experience through all of their interactions.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Verint

JULY 6, 2017

This webinar will focus on the “smart” aspects of serving customers effectively—such as personalizing customer interactions, removing data silos between channels and increasing first-contact resolution. Chief Data & Analytics Officer Singapore. July 25; Singapore. July 26; Online Webinar.

Customer Insights 36

Customer Insights NPS Employee Engagement Analytics 36

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Thematic

JANUARY 17, 2019

Collected all of your survey data? If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not alone. Customer surveys can have a huge impact on your organization. Why do you need to analyze survey data? Data on its own means nothing without proper analysis.

Analysis 98

Analysis Survey Data How To 98

Peter Lavers

NOVEMBER 14, 2017

In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. But most graduate data scientists or experienced analysts will be screened for those at recruitment. So, if you are leading an Analytics , Data Science or Insight team , where should you invest?

Data 40

Data Analytics Course Training 40

Alida

NOVEMBER 10, 2017

For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things. This type of computing could potentially improve the customer experience. What’s changed is the level of smarts.

Trends 174

Trends Retail e-support Technology 174

Forrester's Customer Insights

DECEMBER 10, 2014

Most of the traditional brands that I spoke with in the course of the research for my most recent report were unable to react properly, as they were using immature digital intelligence to understand online users. digital analytics. Customer Insights Digital Strategy digital analytics digital business digital intelligence'

Analytics 48

Analytics Brands Banking Government 48

Forrester's Customer Insights

OCTOBER 7, 2015

Security & risk (S&R) and data management folks kicked into high gear. Customer insights and digital marketing teams.? If you work with a US-based database MSP, digital or CRM agency to manage customer data, they've likely been relying on the same agreement. Well, the news slipped past mostly unnoticed.

Customer Insights 20

Customer Insights Analytics CRM Course 20

CX Journey

MAY 19, 2016

With regard to the cause of this "demotion," many cite the rise of executive interest in Big Data and Analytics. It seems that customer research is now often viewed as the poor relation to a more "modern" data analysis solution. Too few companies bring all these components of holistic customer insight together.

Analytics 105

Analytics Culture Data Customer Insights 105

Bob Hayes

MAY 21, 2018

The challenges that CS executives face will dictate the course of action they take to reach their ultimate goal of building an effective CS program. To stay ahead of the competition, they need to build a program that improves how they manage customer relationships. We live in a world of Big Data where everything is quantified.

Customer Success 82

Customer Success Analytics Loyalty Data 82

Bob Hayes

MAY 21, 2018

The challenges that CS executives face will dictate the course of action they take to reach their ultimate goal of building an effective CS program. To stay ahead of the competition, they need to build a program that improves how they manage customer relationships. We live in a world of Big Data where everything is quantified.

Customer Success 75

Customer Success Analytics Loyalty Data 75

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is the process of gathering and analyzing extensive customer data from both internal and external sources to acquire insights into customers’ demands, motivations, and actions. Customer intelligence insights aid long-term customer development.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Playvox

AUGUST 11, 2022

Chat lets agents communicate directly with customers, as well as track and solve questions and issues. It can build a valuable bank of data to inform business decisions moving forward, based on information that comes directly from users. To keep track of consumer data, most customer support teams use chat conversation tags.

Report 83

Report Analytics eBook Data 83

Forrester's Customer Insights

NOVEMBER 19, 2018

I remember a few years ago when, as enterprise architects, we sat around in the office of the VP of architecture and planned our data strategy on the whiteboard. Enterprise data model? The dreaded data governance plan? Replace that clunky warehouse with a modern appliance? Yup, but our discussion was about IBM’s […].

Data 50

Data Strategy Government Course 50

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

C3Centricity

OCTOBER 16, 2019

Insights are the golden nuggets that we are all searching for. Successful companies depend upon deep customer insights to grow their business. They understand the power of engagement built on insight, to connect with and inspire their customers. Remember that insight development takes energy and time.

Marketing 120

Marketing Customer Centricity Consumers Groups 120

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. This is available on Amazon! )

Industry 52

Industry Social Media Analytics Customer Insights 52

CSM Magazine

JUNE 10, 2021

Of course, start by leading the way, but then show the value of working together and engage in meaningful conversations. Here are a few ways to do this: Engage others with your key messages – raise awareness of contact centre insights and connect those with key organisation-wide goals. This is not a “blame game”.

Gamification 105

Gamification How To Call Recording Analytics 105

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. These features range from managing calls to analyzing customer data. Purpose: It allows businesses to merge CRM data and functionalities with their call center software.

Call Center 59

Call Center Self Service Software Contact Center 59

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. When you have too many customer personas and a huge audience pool, you need to manage it.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Peter Lavers

FEBRUARY 18, 2015

Having been selected as Editor’s Pick for both my first two articles has of course warmed me to the site. My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. don’t waste time arguing over metrics).

Customer Insights 40

Customer Insights Culture Competitive Advantage NPS 40

Lumoa

JUNE 14, 2023

Detractors are unhappy customers who are quick to vent their frustrations and spread the word about your business in a negative light. And that, of course, is bad news for any business – big or small. Customer Insight Platforms Customers often leave behind a trail of valuable crumbs in their digital journeys ripe for exploitation.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Retently

APRIL 5, 2024

Self-service options, including self-checkout systems and digital information kiosks, empower customers with autonomy and skill, improving the shopping experience and the retailer’s operational efficiency. Hence, in physical stores, the experience is tactile and sensory.

Retail 78

Retail Engagement Strategy Customer Experience 78