INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
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. MORE
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. MORE
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). MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience MORE
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. MORE
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. MORE
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). MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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? MORE
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 MORE
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. MORE
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”. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Data Related Topics 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.
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.
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.
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).
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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.
MaritzCX
DECEMBER 13, 2018
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.
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.
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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.
GetFeedback
JULY 19, 2018
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.
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
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”.
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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!
Experience Matters
NOVEMBER 26, 2018
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.
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Brand Watch
OCTOBER 9, 2018
Product analytics data data source mumsnet product
inContact
NOVEMBER 16, 2018
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.
iPerceptions
SEPTEMBER 6, 2018
Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience
Centriam Customer Experience Lab
NOVEMBER 16, 2018
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.
Advertisement
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.
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.
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?
Truthlab
DECEMBER 4, 2018
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.
Northridge Group
SEPTEMBER 13, 2018
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.
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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?
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.
Forrester's Customer Insights
NOVEMBER 19, 2018
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?
Truthlab
NOVEMBER 27, 2018
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.
Truthlab
NOVEMBER 29, 2018
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.
Advertisement
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.
Thematic
DECEMBER 5, 2018
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.
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
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.
Forrester's Customer Insights
NOVEMBER 5, 2018
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.
Advertisement
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.
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.
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.
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).
Kerry Bodine
JUNE 3, 2015
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.
Advertisement
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.
MaritzCX
NOVEMBER 1, 2018
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.
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.
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.
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.
Advertisement
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.
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