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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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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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

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Data Security, Privacy, and Trust


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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.

10 Surveys for Actionable Data


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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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).

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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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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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5 Survey Tips for Getting Better Customer Data


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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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 is Data Mining & How Can It Help CX?

Smarter CX

Data mining. You know it has something to do with searching data, but you’re not exactly sure what it is, who does it, and for what reason. And now, you’ve just been told your department is going to team up with IT to implement a data mining project. What is data?

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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.

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. 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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A Whole-Field Approach to Data Integration


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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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”.

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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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.

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3 Tips on Maximizing Salesforce Survey Data


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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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.

How Surveys Help in Making Data Driven Decisions

ProProfs Chat

Data is the new oil. Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information. The result of this surge in the value of data?

Data Security and Protection at Provide Support

Provide Support

GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Thus they need to adapt their data processing policies.

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How to Use NPS Data to Transform the Customer Journey


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. However, the more consciously you can curate and mediate every little touchpoint along the journey, the more insight you will gain and the more meaningful it will be when you map it to your NPS data results. How NPS data speaks to the customer journey. But you can actually use NPS data to do that drilling.

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


Today, we’re sharing how you can leverage VOC data to improve customer service. In order to leverage VOC data, you have to ensure your customers are giving you feedback, and that you’re capturing it. All of these feedback methods should be considered when compiling VOC data. Choose how and when to communicate Voice of Customer data internally. Many companies choose to use email as their go-to platform for communicating VOC data.

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.

What’s Missing from your Data Insights?


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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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

Big Data – Breaking the Silos


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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DataFest for the non-data literate

Aquila Insight

I recently joined a data science and advanced analytics company despite having no background in working with data. Within two months, I was staffing a stall at Data Summit – a two-day international conference held in Edinburgh on 21 and 22 March 2019 – talking to industry leaders about Internet of Things offerings. Data has become quite the buzz word – everyone is talking about the big data revolution, but who, apart from data scientists, truly understands it?

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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.

Virtual Agents in the Contact Center: Data Gathering Made Easy


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.

Grow Beyond Historical Data Using Real-Time Data Analytics


In fact, around 50% of US consumers will share personal data , but they will expect better experiences in return for sharing that data with you. How To Deliver Great Experiences With Data Analytics: Two Approaches. When You Should Use Historic Data.

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How Data Integration Can Power Impactful CX Research Programs


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.

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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,, shows a continued growth in "data scientist" positions. Assessing Proficiency in Data Skills.

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Digital Experience: Customer Journey Mapping

Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.

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).

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