C3Centricity

MARCH 15, 2018

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 312

Data Analysis Connections Consumers 312

GetFeedback

SEPTEMBER 19, 2018

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.

Survey 212

Survey Data Net Promoter Score Tips 212

Smarter CX

OCTOBER 15, 2018

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 170

Data Touchpoint Consumers Measurement 170

CX Journey

DECEMBER 13, 2017

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

Data ROI Customer Experience Professionals Financial 150

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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.

eBook

QuestionPro Audience

FEBRUARY 7, 2018

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

Tips Data Survey Call Center 265

QuestionPro Audience

MAY 24, 2018

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.

Consumers 244

Consumers Data Social Media Study 244

MaritzCX

MAY 30, 2018

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.

Data 385

Data Retail 385

Customer Bliss

JUNE 1, 2017

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 225

Data Tools Strategy Report 225

QuestionPro Audience

MARCH 16, 2018

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”.

Entertainment 279

Entertainment Industry Data Advertising 279

iPerceptions

SEPTEMBER 6, 2018

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

Analysis 163

Analysis CEM Customer Experience Management Data 163

Bob Hayes

SEPTEMBER 27, 2018

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 88

Data Marketing Healthcare Effort Score 88

MaritzCX

AUGUST 1, 2017

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

Data Strategy 260

GetFeedback

OCTOBER 16, 2018

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Since data is the deciding factor of most strategic business decisions, it’s essential to prioritize the maintenance of CRM data integrity. This isn’t as easy as it may seem—Salesforce reports that about 70% of CRM data “goes bad” or becomes obsolete annually.

System 150

System Data Tools Customer Relationship Management 150

360Connext

DECEMBER 22, 2014

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

Data Analysis Social Media Consulting 258

Centriam Customer Experience Lab

OCTOBER 10, 2018

In addition to her "day job" as marketing director for a regional telecom, she had been assigned a pilot project to gather more customer experience data. Maggie had a problem.

Data 195

Data Survey Customer Satisfaction Marketing 195

Centriam Customer Experience Lab

JANUARY 25, 2018

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

Case Study 233

Case Study Study Data Customer Experience Management 233

CX Journey

JULY 5, 2018

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 Metrics Customer Experience Professionals ROI 127

MaritzCX

AUGUST 7, 2018

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

Brands Data Feedback 260

Bob Hayes

OCTOBER 12, 2015

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

Data Healthcare Industry Study 114

Experience Matters

AUGUST 28, 2014

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 324

Data Customer Connectedness Analysis Metrics 324

Bob Hayes

FEBRUARY 15, 2016

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

Data Study Report Survey 81

QuestionPro Audience

MARCH 13, 2017

With nearly 90% of the US population online, followed by 76% in Europe, it’s no surprise why online data collection remains king. Join us for our upcoming webinar, as we look at other factors that have a direct impact on data quality.

Survey 286

Survey Data How To Ecommerce 286

Promoter.io

SEPTEMBER 5, 2018

The post Using Your NPS Data to Build An Ideal Customer Persona (and then 10x your growth with personalization) appeared first on Promoter.io I’m going to teach you a little trick — one you can use to impress your friends at dinner or your co-workers at your next meeting.

NPS 267

NPS Data Meeting Customers 267

CX Advantage Walker

APRIL 11, 2018

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

Data Analysis Company Customer Experience 87

Bob Hayes

AUGUST 31, 2015

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 90

Data Sports Healthcare System 90

MaritzCX

JUNE 18, 2014

What can Big Data mean for your Voice of Customer (VoC) software platform and program? Meeker’s 2014 edition has a section on Big Data where she lists the following six trends: View Article.

Data 260

Data Trends Software Voice of Customer 260

MaritzCX

JUNE 18, 2014

What can Big Data mean for your Voice of Customer (VoC) software platform and program? Meeker’s 2014 edition has a section on Big Data where she lists the following six trends: View Article

Data 260

Data Trends Software Voice of Customer 260

Forrester's Customer Insights

OCTOBER 18, 2018

Data governance is good for you, they said. Data governance de-risks your business, they said. Data should be owned by the business, they said. It’s my guess that data governance is not, quite, working for you. How’s that working for you?

Government 30

Government Data Strategy Management 30

Ann Michaels and Associates

FEBRUARY 26, 2018

Most companies would say they are data-driven. You gather as much data as possible in order to make strategically based decisions regarding marketing, branding, budget, and new product ideas. Because more data equals more insights, right?

Data 52

Data Metrics Advertising Sales 52

Beyond Philosophy

SEPTEMBER 28, 2016

That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market.

Data 171

Data Brands Sales Loyalty 171

Tema Frank

NOVEMBER 6, 2017

Data security is a case in point. that firms which have access to our personal data would promote that they really do keep it safe and use this to get ahead of their competitors). And this is why we still have so many data security breaches.

Data 142

Data Financial Conference Study 142

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. see last year’s data snapshot ). The report has 13 data-filled charts, covering the 11 activities with details of preferences by age.

Data 256

Data Insurance Policies Groups 256

Merlin

OCTOBER 9, 2018

And with data playing a crucial role, knowing what to do with it can spell the difference between a profit-earning campaign and a strategy that’s headed straight down the drain. It is crystal clear that effective data management is needed to help your company gain profit.

Data 62

Data Customer Experience Management Policies 62

iCiDIGITAL

AUGUST 23, 2018

As invaluable as technology is to marketers, solving business problems with data science is ultimately a human-centric endeavor. 3 Ways to Get Better Data. Almost every business question can be answered using an appropriate statistical model and the right data. Behavioral segmentation through cluster analysis can help companies utilize their first party data to better understand what affinity groups exist. The post Are You Getting the Most Value from Your Data?

Data 136

Data Analysis User Experience Groups 136

CX Journey

MAY 2, 2017

Image courtesy of ARMLE Are you taking action on your customer data? The Future is Now: Take Your Customer Data to the Next Level Two Major Flaws of Your Customer Listening Efforts It's a problem. Ensure that you have multiple streams/types of data for more-robust analysis.

Data 162

Data Infographics Effort Score Consumers 162

Calabrio

MAY 3, 2016

When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers.

Data 169

Data Analysis Contact Center Training 169

Bob Hayes

MAY 7, 2018

By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. But there are other, better approaches to summarizing data, including: Mean Scores: This is the arithmetic average of the set of responses.

NPS 93

NPS Data Net Promoter Score Loyalty 93

CX Journey

JULY 10, 2014

What is big data? 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. To do that, we must have the right data at our fingertips.

Data 212

Data Analysis Customer Experience Financial 212

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ).

Data 245

Data Analysis Consumers Groups 245

Experience Matters

SEPTEMBER 12, 2016

If you’re looking for data to benchmark your organization, competitors’ performance, or the CX of any group of companies in specific industries, then check out Temkin Group’s Industry-Specific CX Research (IndustryCX.com). We have a lot of data covering the 20 industries shown in the sidebar. We also have a lot of data on B2B technology vendors, examining the […].

Industry 186

Industry Data B2B Groups 186

MaritzCX

MAY 30, 2018

Spring is in the air and with Summer on the way, 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. As a fan of analytics, I enjoy delving deeper. View Article. Retail

Data 200

Data Retail 200

Smarter CX

FEBRUARY 6, 2018

The SmarterCX team recently asked consumers how they feel about artificial intelligence and data personalization, and the line between creepy and convenient interactions. Here’s the advice they shared about using data personalization responsibly. CX today is being driven by data.

Data 90

Data Analysis Brands Trends 90