CX Global Media

SEPTEMBER 22, 2017

But, there is a way to right the ship and course correct your speech analytics program. They will discuss the initial launch, how to overcome internal challenges and ongoing utilization of speech analytics to drive sustainable success in the modern contact center. How to sustain momentum to achieve your evolving speech analytics goals.

Analytics 136

Analytics Contact Center Coaching Call Center 136

ShepHyken

JUNE 5, 2017

All Business) Here are four premium performance measurement tools that integrate especially well with Google Analytics, giving you the power to take action and make meaningful business improvements quickly. The post 5 Top Customer Service Articles For the Week of June 5, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Airlines 185

Airlines Customer Service B2B B2C 185

PeopleMetrics

MARCH 6, 2025

This is as true today as it was when I wrote Listen or Die in 2017. Even if you're willing to trust text analytics to fill in gaps, relying heavily on AI to interpret a single open-ended question is risky. Text analytics tools are impressive and improving rapidly, but they're not foolproof. follow-up.

Surveys 117

Surveys B2C B2B Banking 117

PeopleMetrics

JANUARY 29, 2025

In 2017, these two disciplines were starting to converge. Unified Unstructured Feedback Analysis AI-powered text analytics processes unstructured data from both VoC and market research, identifying themes and patterns that inform both short-term fixes and long-term strategies.

Marketing 116

Marketing Airlines Surveys Feedback 116

Peter Lavers

JANUARY 10, 2017

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. Read the conference website.

Best practices 100

Best practices Analytics Marketing Technology 100

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Heres how AI makes this possible: 1. Example: A retail chain sees declining CSAT scores for its online checkout process.

Metrics 118

Metrics Surveys SaaS Wait times 118

PeopleMetrics

JANUARY 21, 2025

As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior.

Metrics 118

Metrics Benchmark Analytics SaaS 118

Callminer

FEBRUARY 23, 2021

In 2017, Microsoft uncovered most people contact a company using three separate channels.” Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” Omnichannel analytics will be used to unify and improve CX.

Call Center 376

Call Center Technology Banking Contact Center 376

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. PwC, 2017). more likely to buy again, 5.6x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Balto

MARCH 25, 2025

When I started writing Balto content around 2017, speech analytics was hot. Every contact center software company had a speech analytics perspective and was competing to rank in the top spot on Google. Speech analytics adorned every eBook title, every conference booth banner, every blog post, and every LinkedIn post.

Analytics 40

Analytics Engineering Automotive Contact Center 40

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. I have added my comment about each article and would like to hear what you think too. by Tara Thomas. TeleTech) Memorable. Surprising.

Customer Service 270

Customer Service Chatbots Contact Center Metrics 270

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The global customer journey analytics market size will reach $12.22 billion in 2017 at a compound annual growth rate of 20.8%. About Icebreaker.vc

Analytics 113

Analytics Marketing Customer Experience Telecommunications 113

HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Wed, 07/12/2017 - 13:22. HGS Harvests Gold at CCW Awards Ceremony. Best Use of Self-Service Technology. Contact Center Awards.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. Let’s consider each of these in turn.

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

Contact Center Pipeline

JANUARY 11, 2018

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where consumers are inundated with options, delivering a seamless customer experience can be a key differentiator in building engaged, loyal customers.

Contact Center 229

Contact Center Customer Experience Analytics Call Center 229

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Alex Toussaint , VP Product Management – Einstein Analytics, Salesforce — @alextoussaint — [link]. The post TOP 124 Salesforce Influencers of 2017 appeared first on MindTouch Blog.

Consulting 91

Consulting Consulting Engineering CRM 91

Steve DiGioia

JANUARY 9, 2017

Behind the scenes, the software is simply using statistical analysis and predictive analytics to identify patterns in the user’s data and use to patterns to populate the News Feed. The post Here’s Why 2017 Might NOT Be The Best For Service appeared first on Steve DiGioia and was written by Steve DiGioia. Source: [link].

Advertising 100

Advertising Self service Personalization Technology 100

ShepHyken

DECEMBER 26, 2016

Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. Building lasting customer loyalty requires a multifaceted analytical approach. Brian Solis: 2017 is the Year of Customer Experience (CX) Derek Handova.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

ShepHyken

JUNE 2, 2017

To hear the specifics of how Sprint , Cisco , Air France , and many major brands are disrupting the nature of service, you can livestream their presentations from PegaWorld 2017 , which will be held from June 4–7 at the MGM Grand in Las Vegas. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Wireless 189

Wireless Banking Analytics Call Center 189

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. I have added my comment about each article and would like to hear what you think too. by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

MAY 5, 2017

Forrester predicts that in 2017 “a new wave of technologies that remake industries and customer experience will begin to emerge.” Insight technologies that deliver personalization and predictive analytics. So, what can be done to address the problem? Supporting technologies that will drive new levels of speed and efficiency.

Self service 202

Self service APIs Surveys Analytics 202

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Keri Keeling , Bluenose, Analytics VP of Customer Success and Operations, @M1sskaos, LinkedIn. Looking for the Top 25 list? Click here.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement.

B2C 138

B2C B2B Customer centricity Big data 138

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Analytics 132

Analytics Call Center Chatbots Self service 132

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. to tell better stories and move the needle- Finally, I had the opportunity to present with my colleague, Ruth McCullen , FCR’s Director of Client Analytics.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

Contact Center Pipeline

JANUARY 9, 2018

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala, my colleague Matthew Storm went on stage to accept the award and gave the following statement: “The era of clunky call recording, bad coaching and crappy scheduling is over.”

Coaching 160

Coaching Call Center Analytics Contact Center 160

Avaya

APRIL 24, 2017

This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center.

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. Text Analytics for Deeper Insights AI-powered natural language processing (NLP) can quickly analyze open-ended survey responses at scale, identifying common themes, emerging issues, and sentiment shifts. Starting a VoC program can feel overwhelming.

Surveys 62

Surveys Benchmark Wait times Self service 62

Lumoa

DECEMBER 5, 2017

— Slush (@SlushHQ) 30 November 2017. "Each " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5 — Columbia Road (@columbiaroadcom) 1 December 2017. Did you know that text analytics at Lumoa are powered by AI? Certainly, yes!

Healthcare 102

Healthcare Customer centricity Engineering Analytics 102

TechSee

APRIL 3, 2018

For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. McKinsey reports that a comprehensive, analytics-driven approach can help telecom companies reduce churn by as much as 15%.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). We analyzed articles about contact center trends in 2017 from each of them, and here are the trends most experts agreed on: Omnichannel. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 November 2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48