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
The post CX – Good People can’t Overcome Bad Data appeared first on Heart of the Customer. Customer Experience Customer Experience Surveys Data data qualityMy wife and I took a long-overdue vacation to Mexico, and stayed at an ocean-side resort over the holidays. At check-in, the desk attendant told us they would upgrade us to an ocean-side room for free. Great! We were looking forward to having a nice view. 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, 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. 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
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
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
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
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
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. 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
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
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
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. MORE
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? 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
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. 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
The importance of data science and machine learning continues to grow in business and beyond. I did my part this year to spread interest in data science to more people. Below are my top 10 blog posts of 2018: Favorite Data Science Blogs, Podcasts and Newsletters. 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
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
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
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.
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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.
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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GetFeedback
JANUARY 16, 2019
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.
GetFeedback
FEBRUARY 4, 2019
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.
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.
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.
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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!
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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.
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”.
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
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.
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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.
GetFeedback
JANUARY 3, 2019
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.
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?
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.
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.
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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?
iPerceptions
SEPTEMBER 6, 2018
Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience
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.
Heart of the Customer
JANUARY 22, 2019
The post CX – Good People can’t Overcome Bad Data appeared first on Heart of the Customer. Customer Experience Customer Experience Surveys Data data qualityMy wife and I took a long-overdue vacation to Mexico, and stayed at an ocean-side resort over the holidays. At check-in, the desk attendant told us they would upgrade us to an ocean-side room for free. Great! We were looking forward to having a nice view.
Brand Watch
OCTOBER 9, 2018
Product analytics data data source mumsnet product
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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.
Bob Hayes
DECEMBER 20, 2018
The importance of data science and machine learning continues to grow in business and beyond. I did my part this year to spread interest in data science to more people. Below are my top 10 blog posts of 2018: Favorite Data Science Blogs, Podcasts and Newsletters.
Peter Lavers
FEBRUARY 20, 2019
Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.
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
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.
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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.
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.
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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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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