InMoment XI

MARCH 21, 2022

Challenge #1: Disparate Data. Utilities companies typically have a lot of data spread across multiple silos across the business. Additionally, brands have not figured out how to tap into 85% of data—the unstructured kind—so they miss out on the bigger picture. Solve the Challenge: Combine Data Sources .

Brands 529

Brands Roadmap Strategy Social Media 529

CloudCherry

SEPTEMBER 26, 2018

Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. Align – deliver insights across the organization, democratizing the data. Align – deliver insights across the organization, democratizing the data.

Analytics 221

Analytics Customer Experience Analysis Customer Journeys 221

CloudCherry

SEPTEMBER 26, 2018

Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. Align – deliver insights across the organization, democratizing the data. Align – deliver insights across the organization, democratizing the data.

Analytics 240

Analytics Customer Experience Analysis Customer Journeys 240

SurveySparrow

FEBRUARY 14, 2022

She highlighted that instead of the great resignation, the discussion should be about the great appraisal and re-appraisal that can happen because of people analytics. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar. What Is People Analytics?

Analytics 98

Analytics Metrics Examples Survey 98

CustomerSuccessBox

JUNE 3, 2022

The customer success manager’s function is evolving and expanding, and the reason for this transition is- DATA. The best customer success managers (CSMs) or customer success data analysts — or whatever their official title is – are masters of customer data measurement and analysis. Let’s look at the how.

Analytics 52

Analytics Customer Success Data Management 52

Thematic

MARCH 26, 2024

We’re on a mission to give you greater access to and control over your data, including exporting custom tables in a csv file, pre-cleaning data and auditing the use of Answers. Export Assistant Thematic users want an easy and fast way to extract data and create charts in their own reporting templates.

Data 62

Data Analysis Knowledge Base Government 62

InMoment XI

SEPTEMBER 22, 2022

In the data science department, I’m often asked how an outer loop process should work. My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—I’m also a Lean Six Sigma Black Belt. Since collecting and analysing data is at the core of both Six Sigma and CX programs, it struck me that they seem like a natural fit.

Analysis 493

Analysis Analytics Measurement Customer Experience Professionals 493

Gainsight

MAY 12, 2022

That’s why product analytics is a razor-sharp tool for product leaders. Product analytics is the machete that you can use to slice through the thickest feedback and shape your product growth strategy. In this article, we lay out the five ways product analytics enhance your customer’s experience and make your job easier.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

C3Centricity

APRIL 23, 2024

The rapid evolution of today’s digital landscape only compounds these challenges, demanding strategic agility and an analytical mindset from today’s marketing leaders. However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent.

ROI 226

ROI Marketing Social Media How To 226

NetBase

AUGUST 23, 2019

Course corrections are as inevitable in marketing as they are out on the ocean, but the indicators requiring the change are much less obvious. We’ll explore two ways top agencies extract meaningful insight from the chaos and alter a brand’s course with AI analytics-informed insight. And each requires careful consideration.

Course 62

Course Analytics Social Media Brands 62

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data. Today, we have big data.

Data 52

Data Analytics Social Media Analysis 52

Hero Digital

FEBRUARY 20, 2020

Of course, if they shipped an item that the customer did not buy or want, the customer would simply refuse the package. This, in a nutshell, is prescriptive analytics. This evolved into predictive analytics, where the focus was on predicting what consumers would do next. This, of course, had a much higher business value.

Analytics 52

Analytics Data Course Analysis 52

InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. Ideally you would be able to use operational data for this, but there are a few problems with this method. Of course, it’s also a poor experience for the customer.

ROI 493

ROI Call Center Return on Investment Measurement 493

InMoment XI

DECEMBER 22, 2022

What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well. Step #3: Understand Your Customer Data. For any data to be useful, of course you need to take the time to dig in and understand what your customers are actually saying.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

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

delighted

AUGUST 10, 2021

That’s why we’re excited to announce our brand new Delighted Core Certification program: a free learning course and exam that takes you through all of the ins and outs of Delighted so you can become your organization’s CX rockstar. The Core Certification course includes six modules, six quizzes, a hands-on activity, and a final exam.

Course 98

Course Survey Feedback Video 98

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint.

Data 98

Data Analytics Touchpoint Customer Service Representative 98

Thematic

SEPTEMBER 13, 2022

When you’ve got big data, you need the right analytics tools to make sense of it! We’ve pulled together this list of the best text analytics software platforms to help you decide on the right provider for your company. Contents What is text analytics? What is text analytics software?

Analytics 71

Analytics Software Self Service Analysis 71

Oracle

OCTOBER 15, 2018

If you can tap into this type of data, you can adapt your experiences accordingly to make sure you’re catering for mindsets as well as what your customers actually want. It’s all possible through “experience analytics”, which takes five steps to implement and benefit from. Step 5: Measure, learn, and grow.

Data 190

Data Analytics Touchpoint Consumers 190

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. As you’d expect, it’s all about the data. What is emotion analytics? Research indicates that over the next five years, the emotion analytics market will register a 60.8%

Analytics 137

Analytics Innovation Customer Experience Analysis 137

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below.

Data 98

Data Customer Experience Customer Journeys Analytics 98

Kerry Bodine

MAY 3, 2019

Rob’s answer was simple: The data crunchers got statistically better results when they included the zero. Enter journey analytics, an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks. But 0 to 10?

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

Rob’s answer was simple: The data crunchers got statistically better results when they included the zero. Enter journey analytics, an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks. But 0 to 10?

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

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. What can the CATI survey do for your research? This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking.

Survey 78

Survey Data Analysis Software 78

CloudCherry

AUGUST 21, 2018

We get our data from tags in the queue to learn insights. For us, it means figuring out all of the customer data that you have, and pulling it together in one place to analyze what your customer is going to do next. In order to start doing any kind of accurate or useful path analysis, you’ll need to get some data.

Customer Journeys 150

Customer Journeys Analytics Analysis Self Service 150

West Monroe

JANUARY 18, 2024

Using comprehensive data analytics and the bottom-up approach solves these problems. It’s important, of course, to layer in qualitative discovery on top of quantified opportunities to confirm or reject the opportunity hypothesis. million in annualized EBITDA synergy. million in annualized EBITDA synergy.

Data 52

Data e-support Analysis ROI 52

CSM Magazine

JANUARY 25, 2021

This list of excellent marketing courses will help one to start their education in this field, learn a particular skill, expand their knowledge, or get an industry-recognized certification. It is created by Google, so the data is extremely relevant. Marketing Analytics: Competitive Analysis and Market Segmentation by Berkeley.

Course 52

Course Marketing Social Media Analysis 52

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! This is where Social Analytics comes into play. What Is Social Analytics? When you have state of the art tools, however, Social Analytics becomes a treasure trove of consumer insights you can’t find anywhere else.

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

NetBase

JULY 20, 2020

Our social media analytics guide offers brands and businesses an abundance of insights to apply in all areas of operations. We’ve updated our Social Media Analytics Guide for 2020, to keep you in-the-know on the tools, metrics, and skills necessary to compete in an increasingly global arena. What Is Image Analytics?

Social Media 96

Social Media Analytics Analysis Consumers 96

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent. Organizational Inertia.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

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. Those working in business today are telling me that this challenge is still very much a work in progress.

Analytics 134

Analytics Tips Culture System 134

Gainsight

AUGUST 10, 2022

What can the hit TV series Ted Lasso tell us about behavioral analytics? But over the course of the series, Ted’s actions speak louder than words, and he wins over the team. . Unlocking the power of behavioral analytics. Getting started with behavioral analytics.

Analytics 52

Analytics Metrics Customer Journeys Data 52

Thematic

SEPTEMBER 22, 2021

When we conduct research, need to explain changes in metrics or understand people's opinions, we always turn to qualitative data. But unfortunately, analyzing qualitative data is difficult. The majority of qualitative data analysis still happens manually. Both help automate qualitative data analysis.

Analysis 111

Analysis Data Feedback Analytics 111

PeopleMetrics

JANUARY 18, 2022

This saves you time, makes the process truly scalable, and allows you to collect more data than would otherwise be possible. Effective customer experience management is built on your data, so make sure your software generates and reports it in ways that are truly helpful and don’t require unnecessary imports/exports.

Customer Satisfaction 62

Customer Satisfaction Software Course Net Promoter Score 62

Gainsight

APRIL 21, 2022

That’s what the best product analytics will let you do. Unfortunately, many SaaS organizations focus on the wrong metrics or misleading product analytics—and their plans to improve the customer experience fly off course. We’re here to help you fuel your product enhancements with better data. What Are Product Analytics?

Analytics 59

Analytics Measurement Customer Experience Analysis 59

CustomerSuccessBox

JUNE 17, 2022

That can be done through product analytics. What is Product Analytics? Product analytics is the process of evaluating how your customers or users engage with your product. This enables your product team to identify and track engagement data and optimize the product. How does product analytics work?

Analytics 52

Analytics Customer Journeys Analysis Metrics 52

Thematic

OCTOBER 3, 2021

Introducing Chat Analytics Chat Analytics is now available for Thematic customers! Why Chat Analytics? Chat analytics makes it easy to identify the main reasons your customers are looking for support. But analyzing this data at scale is tricky! Here’s how Chat Analytics works in detail 1.

Analytics 62

Analytics Roadmap Analysis Social Media 62