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

C3Centricity

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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10 Surveys for Actionable Data

GetFeedback

In doing so, you gain a more holistic view of your audience and get access to more data to drive your business forward. Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality.

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5 Steps to Understanding Customer Needs Through Mindset Data

Smarter CX

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. Step 1: Set up a cross-functional data team. Step 2: Capture data in minute detail and at scale.

Data 216

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

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. the noise by simply relying on data points they are most comfortable.

How Data Integration Can Power Impactful CX Research Programs

MaritzCX

Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a research question usually yields more impactful results than employing a narrow and focused approach.

Data 260

5 Tips to Improve Your Data Quality

QuestionPro Audience

The only thing worse than no data is bad data, because bad data will lead to bad business decisions. We’ve compiled a list of 5 best practices to improve the data quality of your research. Every good idea should be supported by extensive research.

Tips 265

A Whole-Field Approach to Data Integration

MaritzCX

Now that Summer is in full swing, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays.

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3 Tips on Maximizing Salesforce Survey Data

GetFeedback

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. With survey data on the customer record, you can understand customer satisfaction and loyalty at a glance and act quickly to fix mistakes. The post 3 Tips on Maximizing Salesforce Survey Data appeared first on GetFeedback Blog.

Tips 210

The problem of real-time data in CX

Customer Bliss

Real-time data is a problem for customer experience. Here’s a relevant pull quote: “We live in a right-now economy, and deriving real-time insights and acting on customer data has never been more important for organizations to succeed,” said Billy Bosworth, CEO at DataStax. “We

Data 215

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”.

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

Another telco giant bootstraps service interactions with data. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

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? The answer is yes, and here’s why. Let’s start with a basic premise that no individual experience exists in a vacuum.

Data 153

Brandwatch First to Offer Full Access To Mumsnet Data

Brand Watch

Product analytics data data source mumsnet product

Data 66

Virtual Agents in the Contact Center: Data Gathering Made Easy

inContact

With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. With virtual agents, the process of gathering data can be fully contained within automation, so that live agents don’t have to do the boring and redundant tasks.

Customer Experience Management starts with Effective Customer Data Analysis

iPerceptions

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

Data is the Key to Unlock Great CX

Centriam Customer Experience Lab

Retailers across the industry are coming to the same conclusion : customer experience is the best way to differentiate a brand. It provides increased cross-sell and upsell opportunities. It drives engagement through personalized interactions.

Data 195

3 Important Things A Chatbot Can’t Do (But an IVA Can)

customers’ intent, regardless of the order in which data. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer.

Big Data – Breaking the Silos

MaritzCX

Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. Editor’s note: This was originally posted on Document Strategy’s website here.

Data 260

What’s Missing from your Data Insights?

360Connext

It’s vital to use real-life situations and analysis to determine what ACTIONS to take on those data insights if you want to work through your toughest customer experience issues. More Posts - Website Follow Me: The post What’s Missing from your Data Insights?

Data 258

Analyzing Survey Data: Mean Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each.

4 Ways Data Analytics Transforms the CX

Northridge Group

advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

Data 73

Artificial Intelligence and the Customer Experience

data have been weighted to reflect the composition of the. AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? AI AIAI AI AI Artificial Intelligence: Helpful or Harmful for CX?

How Data Integration and Machine Learning Improve Retention Marketing

Bob Hayes

In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos and 2) employing machine learning predictive analytics. In this Big Data world, a major goal for businesses is to maximize the value of all their customer data.

Data 91

Is Your Data Strategy Ready To Keep Up?

Forrester's Customer Insights

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?

Data 46

Analyzing Survey Data: Mode Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. In our last article, we reviewed the types of data you may encounter. Now, we will examine the measurement of those data types.

Analyzing Survey Data: Median Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each.

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

Are they equipped to integrate and analyze new data sources? technology, data sources and. 30% say it is from data or. ON THE SAME JOURNEY S E C T 2 The contact center is a hub of data that spans across channels— voice, text, email, social, chatbot and more—yet many companies.

Customer retention analytics: 5 strategies to reduce churn with data

Thematic

A data-driven customer retention strategy can reap rewards in a big way, if you do it right. As much as companies talk a good game about big data, they do not seem to leverage it, or customer retention analytics, to its full extent. 5 strategies to reduce churn with data.

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

How Data Integration and Machine Learning Improve Retention Marketing

Bob Hayes

In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos and 2) employing machine learning predictive analytics. In this Big Data world, a major goal for businesses is to maximize the value of all their customer data.

Data 82

IoT Platforms Do Not Steal Customer Data

Forrester's Customer Insights

There’s a recurring assumption in discussions about internet of things (IoT) platforms: The platform providers make their money by mining insights from data loaded into their platform.

Data 37

The Top 3 Ways to Forecast for Your Contact Center

2 1 3 For all three of the above metrics, it’s important when forecasting to: • Leverage real-time and historical data, from a time span as short as a few weeks. to as long as one year depending upon your needs and the data available to you.

The Continuum of Data-Driven Success

CX Journey

Data is just data until you do something with it, right?! For a variety of reasons, not the least of which is that they just don’t know what to do with the data. And let’s assume that Phase 0 is not listening or looking at data at all.

Data 127

Data Science Skills and the Improbable Unicorn

Bob Hayes

The role of data and analytics in business continues to grow. To make sense of their plethora of data, businesses are looking to data scientists for help. Job site, indeed.com, shows a continued growth in "data scientist" positions. Assessing Proficiency in Data Skills.

Data 114

Assess Your Data Science Expertise

Bob Hayes

What kind of a data scientist are you? Take the free Data Skills Scoring System Survey at [link]. Data science skills. Companies rely on experts who can make sense of their data. Complementary Data Skills Required. Data Skills Scoring System (DS3).

Data 94

Quant Data, Qual Data: Use Just One To Derail Your CX Efforts

Kerry Bodine

I love a good data graphic. One of my favorites comes from the website Flowing Data (and is replicated in the image above). You need a mix of quantitative and qualitative data to give you a complete picture of your customers’ behaviors, attitudes, emotions, and needs.

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

And it’s true: the report data also shows that call volume. By asking the right questions and looking for answers in customer interaction data, companies can uncover. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. 10 % data-driven.

Is Voice-Driven Data Capture Part of Your CX Strategy?

MaritzCX

Customer experience (CX) research has been seeing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital customer experience.

For Data Scientists, Big Data is not so Big

Bob Hayes

In our study of data scientists, we found that only about a third of them possessed skills needed to handle big and distributed data. These results are in line with findings from other studies that find that data scientists typically analyze small data sets.

Data 81

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 323

The Impact of Email Branding When Gathering Insightful Data

MaritzCX

Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to.

Brands 260

Study: The Health of the Contact Center

And it’s true: the report data also shows that call volume. By asking the right questions and looking for answers in customer interaction data, companies can uncover. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. 10 % data-driven.