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.

Data 308

The What. The So What. The Now What. From Customer Experience Data to Outcomes.


CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes

Data 329

10 Surveys for Actionable Data


When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Is your product living up to customer expectations?

Survey 238

Data Security, Privacy, and Trust


Data 260

The Definitive Guide to Customer Education Metrics

5 Survey Tips for Getting Better Customer Data


Some people might say that the secret to a successful customer feedback survey campaign is quantity. While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey. Consider the entire customer experience.

Survey 247

Use Voice of Customer (VOC) Data to Improve Customer Service


A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods. Customer Service How To

Data for the Sake of Data? Never!

CX Journey

Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Data 150

Customer Experience Management starts with Effective Customer Data Analysis


Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience

Customer Data Shows the “What,” While Customer Insights Reveal the “Why”

Vision Critical

Big data is big business. Enterprises are spending billions on big data. But executives are realizing that this type of transactional customer data isn’t enough. Customer Centricity Customer Insights

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Data Platform


You Just Found a New Customer Data Platform for Your Company. Beyond providing a Single Customer View and in-depth analytical reports, Optimove leverages AI to help brands actually foster emotionally intelligent relationships with their customers. With Optimove, marketers maximize the value of every customer via true 1:1 personalized multi-channel customer communications. Predictive Customer Modeling.

Data 64

Six Categories Of X&O Data Insights

Experience Matters

One of the cornerstones of XM is the combination of operational data (“O-data”) and experience data (“X-data”). While each type of data can provide valuable insights on its own, Read More. The post Six Categories Of X&O Data Insights appeared first on Experience Matters. Customer experience XM - Experience ManagementLast week I attended SAP’s SAPPHIRE and CX Live events in Orlando.

Data 149

Navigate Forrester’s Data Economy Research

Forrester's Customer Insights

It’s not hard to see the signs that the data economy is heating up. They mine their own data, yet increasingly they want incremental insights that drive further differentiation and competitive advantage. Virtually all decision makers want to be insights-driven.

5 Tips to Improve Your Data Quality

QuestionPro Audience

Coca-Cola apologized and took “new Coke” off the market, returning to their tried and true recipe, to the relief of their customers. The only thing worse than no data is bad data, because bad data will lead to bad business decisions.

Tips 265

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

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.

Data 210

How to Use NPS Data to Transform the Customer Journey


So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). Now, how do you use your NPS data to actually make your customers’ experience better? A great approach is to map the NPS data to your customer journey. This means mapping your NPS results where your customers encounter, acquire, and interact with your product or service. The customer journey. The customer buys more of your product.

NPS 174

7 practical steps to build a data-driven CX program

Centriam Customer Experience Lab

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Put customer experience at the heart of your operations.”- Customer experience is the key competitive differentiator.” - Wall Street Journal.

Data 329

3 Tips on Maximizing Salesforce Survey Data


Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. With both, you have the flexibility to filter out the noise and focus on your most important survey data.

Tips 210

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers. to customers.

Data at Cloud Scale: How IoT Is Changing Data Management


As IoT-enabled supply chains increase exponentially in the oncoming years, data management specialists are faced with a new challenge: handling IoT data at scale. The speed and velocity of data that will be generated with the adoption of 5G and the use of connected vehicles and devices means there will be dozens of new data points to manage. From connected cars to connected appliances, organizations of all sizes will have new data management needs.

Data 79

Use Your Live Chat Survey Data to Improve CX


You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. Gathering live chat survey data .

Survey 227

Data Cleansing And Migration: The Solution To Exploding Data?

Magellan Solutions

Data explosion. The world has been consuming data at an unprecedented level. Data collection and analytics will even bring them closer to their customers as they analyze behaviors and demographics. They are clueless about what their customers really want.

Data 52

How the Entertainment Industry is Using Data Collection

QuestionPro Audience

Hollywood is learning what those in the market research world have known for years: follow the data. When they looked at the data, however, they found that 75% of the people who viewed the trailer online bought tickets to “Beauty and the Beast”, “Pitch Perfect”, and “Cinderella”.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

What’s Missing from your Data Insights?


This happens to be an essential trait for reviewing, analyzing and improving customer experiences. And no matter how many processes, systems or auto-responders you have in place, customers always respond better to actual people. appeared first on Customer Experience Consulting.

Data 258

Transforming the Customer Experience with Big Data

CX Journey

What is big data? and how is it used to deliver a great customer experience? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.

Data 212

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. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights.

Data 87

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.

Data 162

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. to Meet Any Custom.

Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE Systems

With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on virtually every call, as agents generally perform customer identification duties whether or not the system has already done so (more on that later).

What Does “Data-Driven” Really Mean?

Hero Digital

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Data can also make it easier to resolve differences of opinion.

Data 78

What’s All This About X- And O-Data?

Experience Matters

You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? Now to my discussion of Xs and Os, starting with customer experience (CX)… Let’s say that your company has this data: Read More. The post What’s All This About X- And O-Data? appeared first on Customer Experience Matters®. Customer Connectedness Customer experience Employee Engagement

Data 170

The Insights Beat: Save Your Data Strategy From A Nosedive

Forrester's Customer Insights

This month’s Insights Beat focuses on the latest research in our insights-driven playbook; showcases multiple data, analytics, and machine-learning vendor evaluations; and shines a light on B2B analytics techniques. Is Your Data Strategy Lacking?

Data 39

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Seven Stages to a Data-Centric Mindset

Experience Matters

Analysts who work with customer data are often frustrated by the slow uptake in its usage. Are business people just anti-data? To understand how to encourage business people to use more data insights, it’s helpful look at their path to adoption.

Data 322