You’ve Got Data? Well Don’t Start There!


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.

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The Breadth of Customer Insight

CX Journey

Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight.

The problem of real-time data in CX

Customer Bliss

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. Real-time data is a problem for customer experience.

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Customer Insight Leader: Customer Data is the new Marketing Battleground

Peter Lavers

This is the first of two blog posts on the Customer Insight Leader blog, in which I set out why data is the new Marketing battleground and (in my second blog) how analytics are the weapons guidance systems needed to win the battle.

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. The post The Analytical Leader: Understanding Customer Experience Requires Thick Data appeared first on CX Advantage.

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Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights


While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI).

Why brands need to capture deeper customer insight from unstructured data


Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand.

The Rise of the Customer Insight Business

CSM Magazine

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. Does more data equal better relationships?

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights


While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). The challenge is to chisel out the “gold” nuggets trapped inside this bedrock of customer feedback and use the refined raw material to make decisions aimed at specific business goals The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies.

The breadth of Customer Insight

Peter Lavers

Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight.

You Need a Customer Insights Center of Excellence – Get Started With What You Have Now

Forrester's Customer Insights

There's a big insights gap out there. Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities.

How customer insights can shape marketing strategies and improve customer experiences


In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. That rendering of a three-dimensional customer can be a picture of success for both parties. For the customer, the more a company understands them, the better customer experience they will receive.

Insights Services Drive Data Commercialization

Forrester's Customer Insights

The new data economy isn't about data; it is about insights. Business decision-makers want answers to these kinds of questions, and new insights services providers are eager to help them. Some offer insights based on smart products and IoT analytics. data economy.

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Use Text Analytics Technologies To Handle Mountains Of Unstructured Data

Forrester's Customer Insights

Enterprises are sitting on mountains of unstructured data – 61% have more than 100 Tb and 12% have more than 5 Pb! Luckily there are mature technologies out there that can help. First, enterprise information architects should consider general purpose text analytics platforms. These are capable of handling most if not all text analytics use […].

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The Age of Alt: Data Commercialization Brings Alternative Data To Market

Forrester's Customer Insights

They're looking for alternative data - or "alt-data.". From the information age where everyone took advantage of easy access to information, we are now entering an age where everyone seeks alternatives: new sources of information and innovative ways of deriving unique insights.

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Customer Insights And Big Data Analytics Will Sprawl in 2015

Forrester's Customer Insights

I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. We strongly believe that success for many organizations hinges on your ability to close the gap between available data and actionable insight. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements. Customer Insights

The Customer Insights Center of Excellence: Know Your Options!

Forrester's Customer Insights

We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. " "Our insights teams work in silos that have built up over the years. Read more Categories: #big data.

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Why You Need to Adopt Data Science and Machine Learning in your Customer Experience/Success Program

Bob Hayes

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs).

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Take Action on Your Customer Data!

CX Journey

Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. Not all data is good data. Know your customers.

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Verint Speakers: Gaining Customer Insights for Better Decisions


Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility. Chief Data & Analytics Officer Singapore.

What's My Data Worth?

Forrester's Customer Insights

I know I'm sitting on valuable data but I'm not sure just how valuable. When it comes to using the data internally to improve operational efficiency or service delivery, the resulting cost savings demonstrates the value. Or when using the data to identify new customer opportunities, either upsell to existing customers or identifying potential new customers, the resulting revenue generated demonstrates the value. What's the data worth? data economy.

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Customer Experience: Beware The Data Trap

Maz Iqbal

Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering great customer experiences. Collecting mountains of data can be useful to marketers in helping them achieve higher direct … Continue reading Customer Experience: Beware The Data Trap. Customer Experience Customer Insight (inc VoC) customer experience data facticity Heidegger william blatner

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State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap

Bob Hayes

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. The use of machine learning was one of the least adopted practice in customer programs (38% of companies). Data were collected from January to March 2017.

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Report: Unlocking Customer Insights From Contact Centers

Experience Matters

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers.

The Data Economy Is Going To Be Huge. Believe Me.

Forrester's Customer Insights

I've just finished reading the recent Communication on Building a European Data Economy published by the European Commission. I'm in the thick of my research for a new report on data commercialization. big data. data economy. insights services.

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The Data Digest: The Dangerous Contradictions Of Consumer Reviews

Forrester's Customer Insights

B2C marketing customer insights data insights ratings & reviewsThe American showman P.T. Barnum understood the value of online consumer reviews well before the arrival of the internet when he said, “Nothing draws a crowd quite like a crowd.”

Before You Reorganize Customer Insights, Press “Pause”

Forrester's Customer Insights

Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. 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. Customer Insights

How to Drive Voice of Customer Insights Company-wide: 3 Steps


How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? 1 It’s rare because we underestimate employees’ interest in customer sentiment.

The Data Digest: Understand Emotion To Drive Technology Engagement

Forrester's Customer Insights

Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives.

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The Customer Insights Research Team Is Hiring!

Forrester's Customer Insights

Gone are the days when we have to "sell" the idea of using customer and marketing data to drive better business decisions. The sheer scale and diversity of customer data will provide rich new sources of insight and allow firms to effectively engage with customers using enterprise marketing technologies. customer analytics. customer insights. customer intelligence.

Is it Time to Do Away with Market Research Departments?


No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery.

Create a culture of action in your Customer Insight Team

Peter Lavers

Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). 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.

A Shared Trait of Customer Champions: Gathering and Acting on Customer Insights

Think Customers

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback.

Using Voice of the Customer Strategies for Better Customer Insights


Top-performing businesses pay close attention to how their customers feel about their experiences with a product, brand or business. Solutions including Voice of the Customer (VoC) programs can help deliver those crucial insights. In this panel of experts on this Roundtable webinar, learn how listening to the Voice of the Customer can increase profits and productivity across your entire organization. Voice of the Customer Webinars

Data Science Talent is Key to Analytical Innovators

Bob Hayes

One way they are trying to get ahead is through the application of analytics on their data. Companies need the right people with the right data science skills (i.e., data workers) to make sense of the data. Data Scientist Role a Sign of Analytical Maturity.

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Need Better Customer Insights To Fuel Your Digital Strategy? Start By Working On Your Communication Skills

Forrester's Customer Insights

Retaining and delighting empowered customers requires continuous, technology-enabled innovation and improved customer insight (CI). In my recent report, entitled " Applying Customer Insight To Your Digital Strategy ", I highlight the top lessons learned from organizations in Asia Pacific (AP) that are successfully leveraging CI to fuel digital initiatives. It all starts by ensuring that data-driven decision-making is central to the digital strategy.

Customer Insight Leaders have more IMPACT in the boardroom

Peter Lavers

As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies. Bringing extra insight to one of their current dilemmas, a customer perspective that can be acted upon, will increase your influence.

How Do Your Customers Rate Your level of Innovation?

Wired and Dangerous

What about the service you provide to your customers? Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses. Asking the customer to say “ah” (a.k.a., Does it leave customers feeling secure?

China Unicom Monetizes Customer Behavior Data

Forrester's Customer Insights

China Unicom demonstrated its big data analytics platform, including customer analytics, during the Shanghai World Mobile Congress last week. Such data is unique and even more comprehensive than that generated by Internet service giants like Baidu, Alibaba, or Tencent. big data.

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Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices

Bob Hayes

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Data Science Skills Do you Need in a Big Data World? Data science skills fall into three broad skill areas.

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