Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. I was also intrigued when Rob revealed his biggest regret about NPS: that the “S” originally stood for “Score” and not “System.” I wholeheartedly agree.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Totango

SEPTEMBER 30, 2020

Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. Risk Analytics and Reporting. With the Early Warning System SuccessBloc, we’ve got you covered.

System 62

System Leadership Financial Consulting 62

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. What is Customer Journey Analytics? Before we start, let’s understand what customer journey analytics is. Now, let’s look at the top 10 customer journey analytics tools.

Customer Journeys 52

Customer Journeys Analytics Tools Analysis 52

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

SEPTEMBER 28, 2021

Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Businesses use a variety of statistical techniques to make predictions about the potential for future events. But what are executives really doing to encourage customer loyalty?

Loyalty 519

Loyalty Tips Feedback Advertising 519

Support EXP

JULY 15, 2022

In other words, actually operationalize your analytics. Getting the most value from your analytics means applying them to executive-level strategies with action items that address systemic issues, such as friction, across various areas – digital, operations, sales, MX. Convey Top-Level Commitment. Adopt a Process Framework.

Analytics 52

Analytics Measurement Leadership Culture 52

Support EXP

JULY 15, 2022

In other words, actually operationalize your analytics. Getting the most value from your analytics means applying them to executive-level strategies with action items that address systemic issues, such as friction, across various areas – digital, operations, sales, MX. Convey Top-Level Commitment. Adopt a Process Framework.

Analytics 52

Analytics Measurement Leadership Culture 52

Support EXP

JULY 15, 2022

In other words, actually operationalize your analytics. Getting the most value from your analytics means applying them to executive-level strategies with action items that address systemic issues, such as friction, across various areas – digital, operations, sales, MX. Convey Top-Level Commitment. Adopt a Process Framework.

Analytics 52

Analytics Measurement Leadership Culture 52

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 69

Analytics Data Customer Engagement Engagement 69

AWS Machine Learning

JANUARY 10, 2024

ML Engineer at Tiger Analytics. The following architecture diagram shows the overall system design, the AWS services used, and the workflow for approving and promoting ML models with human intervention from development to production. EventBridge monitors status change events to automatically take actions with simple rules.

Training 96

Training Travel Analytics Metrics 96

CSM Magazine

MAY 15, 2024

The partnership allows enterprises to enhance their existing Avaya solutions with digital, automation, AI, and analytics capabilities without the need for migration, resulting in faster transformative outcomes with lower costs and reduced operational risks.

Omni-Channel 52

Omni-Channel Contact Center Analytics ROI 52

AWS Machine Learning

MARCH 10, 2023

Detecting fraud closer to the time of fraud occurrence is key to the success of a fraud detection and prevention system. The system should be able to detect fraud as effectively as possible also alert the end-user as quickly as possible. The user can then choose to take action to prevent further abuse.

Ecommerce 112

Ecommerce Banking Financial System 112

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Fox Metrics

JULY 15, 2020

How much progress are you making with data analytics? Results from a TDWI survey on the impact of the Covid-19 on data analytics professionals and businesses revealed a huge shift in the work of data analysts over the past few months and an increase in the use of analytics in various companies. But Why Data Analytics?

Analytics 52

Analytics Data Guidelines Trends 52

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

Fox Metrics

JULY 15, 2020

How much progress are you making with data analytics? Results from a TDWI survey on the impact of the Covid-19 on data analytics professionals and businesses revealed a huge shift in the work of data analysts over the past few months and an increase in the use of analytics in various companies. But Why Data Analytics?

Analytics 52

Analytics Data Guidelines Trends 52

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

CSM Magazine

MAY 29, 2024

I hosted a really thought-provoking panel discussion recently at Sabio’s Disrupt event in London, joining executives from across sectors to explore the critical topic of vulnerability in the contact centre. Noise reduction solutions, for example, allow agents to focus solely on the conversation at hand, free from distractions.

Culture 52

Culture Financial Groups Technology 52

Guavus

SEPTEMBER 1, 2020

Choosing a subscriber analytics solution is just a starting point for communications service providers (CSPs) looking to gain new insights into subscriber behavior and customer experience. Almost all deployed analytics products need customization based on real-time customer data and business goals. The Challenge.

Analytics 57

Analytics Competitive Advantage Data Advertising 57

Talkdesk

JULY 10, 2019

s fastest growing event agencies, eliminating the pressure of planning by providing a seamless white-glove service to help groups and companies across Europe create amazing event experiences. Founded in 2000, Chillisauce makes it incredibly easy for groups of any size to enjoy events and weekends away.

Contact Center 48

Contact Center Report Groups System 48

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. I was also intrigued when Rob revealed his biggest regret about NPS: that the “S” originally stood for “Score” and not “System.” I wholeheartedly agree.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. What is Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

SurveySensum

MAY 14, 2024

With data at its core, a robust monitoring system is not just beneficial—it’s imperative. As systems grow in complexity, so does the need for features that not only track performance but also enhance reliability and inform strategic decisions. A system equipped with this feature doesn’t just react; it anticipates.

Analytics 52

Analytics System Resources Metrics 52

CSM Magazine

FEBRUARY 6, 2024

It’s not just about keeping score; it’s about enhancing every aspect of the event experience, from ticket sales to concessions, all in real-time. Stay tuned as I dive into how Oracle EPM is revolutionizing the game for stadiums, making every event a win-win for everyone involved. The result?

Entertainment 52

Entertainment Sports Financial Effort Score 52

BirdEye

MAY 30, 2023

Event feedback surveys Event feedback surveys gather feedback from attendees to improve the planning and execution experiences of future events. Additionally, they can cover feedback topics, like event location opinions, the quality of the content, and overall attendee experience.

Survey 95

Survey Net Promoter Score Software Feedback 95

Guavus

JANUARY 24, 2022

The events generated by devices when people use them on a carrier’s network represent a tremendous amount of data that, when properly understood, can be the key to unanswered questions. While some subscribers may move to another manufacturer or operating system, others may upgrade from a feature phone to a smartphone.

Marketing 98

Marketing Analytics Customer Centricity Trends 98

ECXO

AUGUST 15, 2023

The concept of digital twins first came about in manufacturing in the early 2000s, where simulations of manufacturing systems, machines, and processes are created for the purposes of predictive maintenance or quality control. Over time, the system learns what works best for certain situations and responds accordingly.

Customer Journeys 98

Customer Journeys Analytics Data Brands 98

TechSee

NOVEMBER 20, 2018

Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls.

Innovation 153

Innovation Technology Self Service Call Center 153

NetBase

FEBRUARY 21, 2019

For some use cases such as real-time brand monitoring and alerting in the event of a crisis, a few months may be sufficient to alert you to a sudden change in mention volume and sentiment. These events require more historical data than most social listening solutions provide. We think so! Seasons Change, So Does Data. Why 51 months?

Analytics 40

Analytics Industry Social Media Analysis 40

West Monroe

FEBRUARY 11, 2024

From conversations at the Manufacturing Leadership Council’s December 2023 Manufacturing in 2030 event, it became clear that the industry is still far from delivering on the vision of Industry 4.0. Cooley Group president and CEO Dan Dwight spoke at the event and offered advice that resonated: “Just get started.”

Industry 52

Industry Case Study Analysis Technology 52

AWS Machine Learning

JUNE 22, 2023

Over 500 machine events are monitored in near-real time to give a full picture of machine conditions and their operating environments. Light & Wonder teamed up with the Amazon ML Solutions Lab to use events data streamed from LnW Connect to enable machine learning (ML)-powered predictive maintenance for slot machines.

Hospitality 81

Hospitality Metrics Automotive Connections 81

NetBase

MAY 14, 2019

And we see many of these brands consistently clearing that hurdle thanks to customer experience (CX) analytics informed by Next Generation Artificial Intelligence (AI). Help them stay on top of the great content you provide by creating consistent posting schedules informed by your analytics. Here’s how you can join their ranks!

Analytics 43

Analytics Consumers Effort Score Comparison 43

Hero Digital

DECEMBER 19, 2018

In the interviews below, we discuss not only the important considerations for companies looking to utilize Sitecore and Salesforce following the announcement of their partnership at the event, but also how to get the most value and most importantly, how customers can start utilizing Sitecore capabilities such as their analytics and more.

Analytics 40

Analytics Self Service B2B Financial 40

CSM Magazine

MAY 6, 2024

Popups can be used for a variety of objectives, such as collecting email addresses, advertising special deals, announcing events, conducting surveys, or providing users with pertinent information. It includes exit-intent technology, A/B testing, analytics, and interfaces with top email marketing and CRM platforms.

Analytics 52

Analytics CRM User Experience Tools 52

Wootric

DECEMBER 21, 2018

We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. . No machine learning system will give 100% accuracy but by narrowing our focus to CX, we have created our own sentiment analysis model which beats Google’s by 4.6%.

Analytics 67

Analytics Survey e-support Analysis 67

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. This is where “Systems of Listening,” and the technology to support them, come in. The book outlines four systems that work together to enable a business to become empathetic toward customers and employees.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

AWS Machine Learning

FEBRUARY 24, 2023

In this post, we describe our design and implementation of the solution, best practices, and the key components of the system architecture. Given the nature of a labeling system like this, we designed a horizontally scalable architecture that would handle ingestion spikes without over-provisioning by using a serverless architecture.

Effort Score 85

Effort Score Data Training Video 85