Forrester Report Predicts Investment in Analytics Over Next Two Years
Callminer
JANUARY 14, 2014
New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.
Have You Done These 3 Things to Improve Your CX?
Beyond Philosophy
MAY 19, 2015
Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. How did they get so good at this?
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How Sports Results Affect Our Decision Making
Beyond Philosophy
SEPTEMBER 26, 2014
Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil.
Consulting 
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Could You be Left Behind by The Experience Economy?
Beyond Philosophy
APRIL 15, 2015
20 November 2014. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. He believed that your best strategy was to protect yourself from your business rivals. There were five forces involved in the image to the right: Source: Forbes.com. 29 January 2015.
Journey mapping 310
310 
Contact Center Analytics: A Look at Goals Vs. Current Use
Contact Center Pipeline
FEBRUARY 18, 2015
Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline, we compared the goals that survey participants initially set out to achieve with how they currently use their analytics.
Contact Center 100
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Amazing Business Radio: Amy Downs
ShepHyken
APRIL 18, 2017
Amy said there are a lot of data analytics that they use to help understand the relationship they have with each of their customers. About: Amy Downs joined Lifesize in 2014 to evangelize the importance of customers throughout the organization, and ensure that everyone who interacts with the company has a smile on their face.
100+ Customer Experience Stats to Prepare for 2023
CCNG
OCTOBER 19, 2022
(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014).
Guest Blog: Moving Past The Fairy Tale – 5 Examples of Great Service
ShepHyken
JUNE 2, 2017
As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014. Matt has worked in the Martech sector for the last 17 years, serving in a variety of senior product management, marketing, and analytics roles. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
Wireless 189
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Making it Easy to Do Business the Way Customers Prefer
HGS
OCTOBER 30, 2014
According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information. Thu, 10/30/2014 - 19:59. What we see anecdotally is also borne out in the research. Don’t customers want to talk to “a real person”?
24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call
Callminer
NOVEMBER 18, 2020
A study from 2014 found that most people were not willing to stay on hold for longer than 13 minutes. Examples include call recording, speech analytics and real-time monitoring. “When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”.
Contact Center 345
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Removing Dissatisfiers from the Customer Journey
HGS
NOVEMBER 19, 2014
Over the last couple of years there have been a plethora of new buzzwords around servicing the customer – omni-channel, multi-channel, data and voice analytics to name a few – and there are literally hundreds of solutions in the marketplace designed to assist companies in meeting these new service requirements. Wed, 11/19/2014 - 19:39.
Understanding and predicting urban heat islands at Gramener using Amazon SageMaker geospatial capabilities
AWS Machine Learning
APRIL 5, 2024
This analytical model provides accurate estimates of land surface temperature (LST) at a granular level, allowing Gramener to quantify changes in the UHI effect based on parameters (names of indexes and data used). He holds a solid foundation in Client Management, Account Management within the realm of data analytics, AI & ML.
APIs 124
124 How Sports Results Affect Our Decision Making
Beyond Philosophy
SEPTEMBER 26, 2014
Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil.
Marketing 150
150 
How Sports Results Affect Our Decision Making
Beyond Philosophy
SEPTEMBER 26, 2014
Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil.
Marketing 150
150 
Microsoft Acquires FieldOne Systems LLC To Create Better Customer Service Experiences Via IOT and Analytics
Natalie Petouhof
JULY 16, 2015
That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important. It is able to deliver an intelligent, proactive customer engagement solution.
Analytics 63
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Improving Your E-Commerce Customer Service to Meet Today’s Consumer Expectations
Joe Rawlinson
AUGUST 9, 2017
To deliver more personalized service, stay on top of current shopping trends by using analytics tools and services from providers such as NPD Group , which uses point-of-sale data from 300,000 stores to follow and predict consumer trends in 20 industries. Live chat is another technology you can use to improve customer experience.
Customer Service 104
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The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?
ijgolding
NOVEMBER 25, 2014
In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.
9 Physical Security Trends for 2014
Customer Interactions
JANUARY 30, 2014
Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Here are my predictions for nine key physical security trends this year.
Big data 33
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Federated Learning on AWS with FedML: Health analytics without sharing sensitive data – Part 2
AWS Machine Learning
JANUARY 13, 2023
They were admitted to one of 335 units at 208 hospitals located throughout the US between 2014–2015. She has a background in genomics, healthcare analytics, federated learning, and privacy-preserving machine learning. Outside of work, she plays board games, paints landscapes, and collects manga.
Analytics 83
83 Musings from ASIS 2014
Customer Interactions
OCTOBER 3, 2014
I’m just back from the ASIS 2014 show in Atlanta. Maybe they hope to find a cheaper camera or one that works better in lower light; or a biometric reader that’s easy to use and more affordable; or video analytics that can detect some new behavior or produce fewer false alarms. It was a busy few days.
Analytics 31
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The Best Natural Language Processing (NLP) Solutions Providers
CSM Magazine
JULY 29, 2021
In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development. With Addepto’s help, your company will make the most of NLP.
Real estate 98
98 Guest Post: 3 Ways CRM Predictive Analytics Can Give You a Competitive Edge
Natalie Petouhof
SEPTEMBER 12, 2017
Customer relationship management software has emerged as one of the most crucial tools for doing business successfully today, and the power of big data predictive analytics is making CRM more powerful than ever. The CRM predictive analytics market, valued at $4.18 billion in 2014, is expanding at a compound annual growth rate of 12.83
CRM 40
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Changing Customer Experience with the All New Webex Contact Center [WEBINAR]
Cisco - Contact Center
FEBRUARY 1, 2021
BlueKai was acquired by Oracle in 2014, and Omar served as the Senior VP/GM of the Oracle Data Cloud business unit. Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. Four Journeys, One Destination: The Cloud [White paper] , a white paper following four compelling customer cloud migration stories, by McGee-Smith Analytics.
Boingo raises support for households with Talkdesk
Talkdesk
APRIL 8, 2020
In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. Boingo Multifamily is an internet and video service provider for more than 300,000 residents in more than 2,200 student communities and family households, worldwide.
ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)
Natalie Petouhof
AUGUST 9, 2015
1] See “The State of Customer Success Management 2015” by Natalie Petouhoff, Constellation Research, December 22, 2014. Predictive analytics identify known attributes and reveal previously unknown attributes that drive customer success. This critical step requires data in the form of real-time and predictive analytics.
Sales 61
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Unexpected User Experience Behavioral Trends Making Waves
Win the Customer
MARCH 14, 2016
Among the top trending features in the new Shopping category, “shopping list” and “daily deals” are the most searched within the App Store and Play Store according mobile data and ASO analytics company Gummicube.
Marketing 104
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How Survey Feedback Improves Product Offerings at Constant Contact
Clarabridge
DECEMBER 7, 2016
The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. If we make a change to the product and the VOC Analytics team is able to track how customers are responding to the change, then it gives executives tangible data to act on. About Chris Rogers.
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What Came First COVID-19 or Poor Customer Service?
CSM Magazine
NOVEMBER 3, 2020
Established in 2014, EBI.AI Combined with it over 19 years of experience working with big data, analytics and systems integration it has successfully implemented AI assistants that now handle hundreds of thousands of conversations a year across Transport & Travel, Property, Insurance, Public and Automotive industries.
Customer Service 105
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Searching For A Clearer Voice
Connecting the Dots
AUGUST 1, 2015
With the advent of customer experience (CX) and enterprise feedback management technology (EFM), many companies are rethinking VOC, often assigning it to a department other than MR. This battle was most starkly highlighted by a headline on the cover of the November 2014 Quirks, Is CX out to get MR?
Big data 62
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Hello Customer secures €6 million in new fundraising round with Senovo Capital and Peak Capital
Hello Customer
MAY 17, 2020
On the one hand we keep investing in our technology through new developments, focusing even more on proactive analytics: combining feedback with operational data results in insights organisations can actually act on, right now. Leslie Cottenjé: “Our main focus is obviously continued growth.
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Announcing $120 Million Series D Funding — We’re Ready for Takeoff!
aircall
JUNE 22, 2021
When we started Aircall in 2014, the phone was seen as a legacy business technology. For businesses to better connect with their customers, they need to extract more value from conversations: call analytics, conversational context, and speech recognition. Helping Our Customers Help Theirs. One Small Step….
2019 predictions for ambitious contact centres
Vonage
JANUARY 30, 2019
Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact. So, here’s hoping that form still runs true for this latest iteration. AI & Contact Centres.
Self service 91
91 Nine Myths to Debunk for a Data-Powered Contact Center
Calabrio
NOVEMBER 18, 2015
Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Customer engagement and analytics software yield measurable benefits. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8
AskNicely NPS Software Now Available on the Salesforce AppExchange
AskNicely
SEPTEMBER 4, 2018
AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. Full-featured, Salesforce-integrated Customer Feedback Management. Automate follow-up with at-risk accounts to boost retention.
Losing Your Executive Sponsor without Losing Your Customer
CSM Practice
MARCH 13, 2020
In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. Irit is known for her unique experience and expertise in launching customer success programs at scale based on best practices, automated playbooks, and client data analytics.
SaaS 82
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Prioritizing employee well-being: An innovative approach with generative AI and Amazon SageMaker Canvas
AWS Machine Learning
JUNE 3, 2024
About the Authors Rushabh Lokhande is a Senior Data & ML Engineer with AWS Professional Services Analytics Practice. He helps customers implement big data, machine learning, analytics solutions, and generative AI implementations. Bruno Klein is a Senior Machine Learning Engineer with AWS Professional Services Analytics Practice.
Surveys 110
110 
How to Stay Close to Customers While Working From Home
CSM Magazine
NOVEMBER 27, 2020
He formerly founded contact centre analytics company, Performix Technologies, which was acquired by Nice Systems in 2006; Arantech, which was acquired by Tektronix in 2009 and FeedHenry, which was acquired by Red Hat in 2014. Cathal is an engineer who loves applying emerging technology to solve everyday problems.
Wait times 98
98 
How to Be 2 Steps Ahead in Anticipating Your Customer Needs
Kayako
MAY 11, 2017
If you’ve established a foundation of loyal customers, you can use predictive analytics and customer relationship management systems to anticipate effective ways of reaching new prospects in the future. Predictive analytics looks at the actions both you and your past customers have taken at different stages of the customer journey.
Analytics 99
99 
5 Keys to Customer Experience for the Future
ClearAction
SEPTEMBER 28, 2015
It is a shift from silo management of VoC, references, predictive analytics, loyalty management, user experience design, customer service, and other facets of CXM. 1] From the 2015 Temkin Experience Ratings: “Between 2014 and 2015, only five industries improved and 14 declined.”. [2] customer listening posts).
Make Life Easier for Your Entire Workforce
Aspect
JANUARY 21, 2019
Automated real-time guidance : Provide a screen pop to agents during a call when predictive analytics have shown a high probability of a successful upsell. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.
50+ Customer Engagement Statistics for 2020
ProProfs Blog
JANUARY 30, 2020
Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. 62% of retailers report that the use of information (including big data) and analytics is creating a competitive advantage for their organizations. Source: Deloitte ) Tweet this. Source: Microsoft ) Tweet this.
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204 Time Inc. Acquires MySpace: It’s All A bout the Customer Data
Natalie Petouhof
FEBRUARY 11, 2016
What was key was the registration data that led to Viant launching its Advertising Cloud in 2014, which contains an “identity-management platform.” So what does Time plan to do with Myspace (Viant)?
Advertising 65
65 
Empathy as a Commodity: Customer Experience Pivots Post-Pandemic
inmoment
JUNE 1, 2020
Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Using text analytics to categorise customer feedback, your business will have ideas and insights based on empirical evidence that will help drive your brand forward.
CMO Perspectives (22nd Aug, 2014)
Customer Interactions
JULY 7, 2015
Traditional outbound marketing concepts are old hat, according to the authors, and are rapidly being replaced by enormous receptivity achieved through the precision tools of big data and analytics. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.
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