Beyond Philosophy

AUGUST 15, 2019

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. Follow Colin Shaw on Twitter @ColinShaw_CX.

Metrics 312

Metrics Finance Surveys Consulting 312

AWS Machine Learning

MARCH 15, 2024

He entered the big data space in 2013 and continues to explore that area. Her specialization is machine learning, and she is actively working on designing solutions using various AWS ML, big data, and analytics offerings. He also holds an MBA from Colorado State University.

Healthcare 131

Healthcare Big data Engineering Accountability 131

Vcaretec

JUNE 6, 2022

Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' Connect: @AnnaSabryan Greg Sherry Bio: Software marketing VP | Tweet about Marketing, Customer Service, Customer Experience, Analytics, Big Data. Writer/Analyst by trade. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

ChurnZero

JUNE 3, 2022

This was back in 2013. Maybe you invite them to more training or offer a consultation. I would have thought it’d be big data, etc. He said we need Customer Success managers. I’m like what are you talking about? I had never heard the phrase before. Of course, he was ten years ahead of the curve. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

This was back in 2013. Maybe you invite them to more training or offer a consultation. I would have thought it’d be big data, etc. He said we need Customer Success managers. I’m like what are you talking about? I had never heard the phrase before. Of course, he was ten years ahead of the curve. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. According to DMG Consulting , cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. Source: The Contact Center Satisfaction Index Mid-Year 2013. Big Data is Getting Bigger.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176