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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More Than Just Data: Why Actionable Insights Matter

CloudCherry

There’s no question that customer experience (CX) is a data-driven discipline. Instead, you need to use predictive analytics to clarify expected returns before you take every step—and to ensure you have clean data to power your CX metrics program. Make Sure You Have Clean Data.

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More Than Just Data: Why Actionable Insights Matter

CloudCherry

There’s no question that customer experience (CX) is a data-driven discipline. Instead, you need to use predictive analytics to clarify expected returns before you take every step—and to ensure you have clean data to power your CX metrics program. Make Sure You Have Clean 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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The Definitive Guide to Customer Education Metrics

Data Security, Privacy, and Trust

MaritzCX

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Data Privacy Isn't Just about GDPR Compliance

Vision Critical

Established to give Europeans more control over their personal data, the regulation has had a much more expansive reach due in part to the open nature of the Internet. Europe’s landmark privacy regulation, GDPR, celebrates its first anniversary on May 25.

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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.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal.

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Creating a Customer-Centric Culture: Share Data with Purpose

CloudCherry

Instead, the customer-centric approach focuses on listening to customers, understanding and connecting with them on a human level, harnessing data to build customer knowledge, then advocating for customers based on their needs. Everyone is Talking About Customer-Centric Data—Few are Using It.

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

IntouchInsight

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

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The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions

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.

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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. Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends.

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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

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How to Use Customer Data: A Guide for Customer Success Teams

Totango

As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Here’s how to use customer data to deliver a better customer experience.

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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!

Data Privacy: How Consumers Feel

QuestionPro Audience

Facebook’s Cambridge Analytica scandal is the most obvious and public case of a business misusing personal data, which has brought this issue to the forefront. consumers worry about how brands collect and use their personal data, and 34% don’t trust tech companies with their digital privacy.

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. What if the business has already collected so much data?

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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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How To Take Action With Your Voice of the Customer (VoC) Data

GetFeedback

One of the main obstacles is the overwhelming amount of data available. . Digital channels provide fairly straightforward ways to gauge customer attitudes based on social media posts and online review, but the volume of available data can be vast, and the implications can be unclear.

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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.

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”.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. Why does historical data matter? Similarly, you can’t feed your forecast incomplete, inaccurate data and expect to get a solid, accurate forecast. Forecast accuracy is dependent on the historical data fed into the software. The more historical data you have available, the more accurate the forecast can become.

What is Unstructured Data?

Brandwatch CX

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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.

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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.

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 Survey Tips for Getting Better Customer Data

GetFeedback

Today, to collect the best customer data you must ask the right questions while also providing the ideal customer experience. . The importance of collecting great customer data. Customer data can have an enormous impact on the success of a business.

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What is Structured Data?

Brandwatch CX

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Data Orchestration in the Customer Journey Process?

Kitewheel

Get Started with Data. To manage your customer journey, you need data to back it up. While that data does not need to be perfect, it has to be connected and accessible to your customer journey systems. This makes data fusion or data orchestration a powerful tool.

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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.

Data at Cloud Scale: How IoT Is Changing Data Management

datastax

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.

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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?

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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.

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Use Your Live Chat Survey Data to Improve CX

GetFeedback

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Gathering live chat survey data . Next, let’s look at how GetFeedback uses live chat survey data to improve overall customer experience.

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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.

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.

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