ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed.

Marketing 512

Marketing Advertising Big data Personalization 512

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions. Speaker: Tomasz Tunguz – Partner, Redpoint Ventures.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions. Speaker: Tomasz Tunguz – Partner, Redpoint Ventures.

Big data 40

Big data Metrics Customer centricity Feedback 40

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

Fonolo

OCTOBER 8, 2019

Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. Achieving this data-centric approach to CX may sound quixotic.

Big data 92

Big data Call Center Call Logging Contact Center 92

360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Soft Data is Perfectly OK. We’re now taming big data into impressive insights. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Banking 124

Banking Metrics Big data Consulting 124

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. Let’s have a look. It is still early. Apple will dominate messaging in 2018.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. This article will look at four customer service trends which will affect the way businesses cater to the customer experience in 2017. In many cases, humans are still the best at handling the analysis portion of big data, which is qualified and time-consuming work.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Contact Center Pipeline

JANUARY 18, 2017

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a wide range of topics. In this final post of the series, our participants offer views on what the year may bring for customer experience at the center of strategy, remote working, […].

Contact Center 100

Contact Center Customer Experience Big data Analytics 100

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%. Churn refers to the percentage of customer attrition over a specific period of time. The churn rate is calculated by dividing the number of customers lost by the total number of customers.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

DMG Consulting

AUGUST 17, 2017

August 2017. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. This Big Data application is intended to track, evaluate, and measure activities and sentiment at every step of the customer journey. By Donna Fluss.

Contact Center 69

Contact Center Technology Big data Gamification 69

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) But then we saw the rise of technologies like cloud, mobility, social media and big data … and everything changed. How much data?

Marketing 74

Marketing Technology Big data Entertainment 74

The Center for Client Retention

OCTOBER 26, 2017

Our favorite key takeaways from Sensemaking: • Humans help technology make better decisions – “Algorithms can do many things, but they will never actually give a damn” (2017, p. Big data is great, but it’s not the entire picture – Big data is a buzzword that everyone likes to talk about. . •

Big data 59

Big data Education Finance Engineering 59

TechSee

DECEMBER 5, 2017

Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017. Founded in 2009 with headquarters in Israel, Nanorep has been implemented by more than 200 enterprises across the globe, and was recognized in the 2017 UK National Innovation Awards.

Contact Center 116

Contact Center Technology Self service Call Center 116

360Connext

MARCH 13, 2017

Copyright 2017 · 360Connext. Big AI will be just as important as Big Data in the near future. In the past few years, we’ve heard so much around big data. There are entire organizations learning how to manage and manipulate the incredible amount of data now available to us.

Big data 77

Big data Education Consulting Consulting 77

C3Centricity

DECEMBER 3, 2018

Their explanation for this is that “only 29% of marketers believe they have the necessary skills to analyse data, with 44% planning on investing in further training over the next two years to boost confidence within their organisations around the handling of information.” in 2017, down from a 2.2%

Big data 87

Big data B2C Marketing Airlines 87

Answer Dash

SEPTEMBER 19, 2017

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Challenges Involved With Implementation: Putting raw data to work through a cognitive AI program is not without it’s challenges.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

The Center for Client Retention

DECEMBER 14, 2017

To finish out the CX Circle year, we chose to read Everybody Lies: Big Data. When we first picked up the book, we thought it would be primarily about personal data and how it can be used to target certain individuals and learn about them. They are good tools to support decisions made by big data insights.

Big data 48

Big data Surveys Personalization Customer Experience 48

Toister Performance Solutions

APRIL 18, 2019

How can this be possible in an era where customers are bombarded with survey requests and access to big data is at an all-time high? To kick things off, the chart below shows a comparison in overall satisfaction between 2017 and 2018 on a 100-point scale: Retail customer satisfaction declined from 2017 to 2018.

Customer Service 58

Customer Service Surveys Big data Wait times 58

Revation Systems

APRIL 23, 2018

Innovations such as the cloud, artificial intelligence (AI), internet of things (IoT) and big data have already dramatically altered the customer experience in many, if not all, industries. According to Business Insider , by 2021 $336 billion will be transferred via mobile P2P payments, up from just $60 billion in 2017.

Banking 59

Banking Healthcare Big data Education 59

AWS Machine Learning

JANUARY 6, 2023

Jessie Danqing Cai, Associate Research Director, Big Data & Analytics Practice, IDC Asia/Pacific. Since the launch of SageMaker in 2017, over 250 capabilities and features have been released. The visual below is part of the MarketScape and shows the AWS position evaluated by capabilities and strategies.

Government 88

Government Engineering Big data Marketing 88

Amity

FEBRUARY 27, 2017

To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution.

SaaS 59

SaaS Enterprise Big data Technology 59

8x8

OCTOBER 12, 2017

At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. Stay tuned for more innovation announcements from 8x8!

voip 48

voip contact center solutions Analytics Contact Center 48

VocalCom

AUGUST 6, 2018

By working closely with big data and even principles of behavioral psychology, artificial intelligence can help brands find their target audience more effectively and transform the quality of the customer experience. Air France, for example, unveiled a chatbot named Louis in 2017 that assists customers in real time through Messenger.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Avaya

SEPTEMBER 7, 2017

A 2017 study of the retail industry, for example, found that 44% of companies struggle to provide a seamless, omnichannel customer experience. This has made the concept of an omnichannel customer experience integral for success. Research shows, however, that companies across the board are still struggling to get omnichannel right.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

Verint

JANUARY 10, 2018

2017 clearly demonstrated the need for increased safety, security and collaboration throughout all components of an organization. Additionally, Big Data and deep learning analytics will only become more widespread, enabling the collection of myriad data points across systems, services and devices.

Big data 35

Big data Analytics Management 35

Interactions

SEPTEMBER 19, 2019

In 2013, Aloha (NCR) and MICROS (Oracle) accounted for about 43% of the restaurant POS market; by 2017, that number was down to about 30% and continues to fall. The same logic that is a boon for the guest in terms of meal choices creates a vicious cycle for the operator and locks them into high fees and increased competition.

APIs 70

APIs Big data Sales Engineering 70

AWS Machine Learning

SEPTEMBER 11, 2024

Thirdly, the presence of GPUs enabled the labeled data to be processed. In 2017, the landmark paper “ Attention is all you need ” was published, which laid out a new deep learning architecture based on the transformer. In order to train transformer models on internet-scale data, huge quantities of PBAs were needed.

Benchmark 102

Benchmark Banking Analytics Big data 102

AWS Machine Learning

FEBRUARY 10, 2023

Feature engineering Game tracking data is captured at 10 frames per second, including the player location, speed, acceleration, and orientation. and Big Data Bowl Kaggle Zoo solution ( Gordeev et al. ). Advances in neural information processing systems 30 (2017). Gomez, Łukasz Kaiser, and Illia Polosukhin. Jay Alammar.

Construction 84

Construction Engineering Big data Coaching 84

Eptica

SEPTEMBER 20, 2017

Date: Wednesday, September 20, 2017 How AI can deliver a personalized and predictive customer experience. Published on: September 20, 2017. Two factors are key to doing this successfully: Firstly, respect privacy and ensure data is being used to improve the experience – according to Gartner, almost half of U.S.

Personalization 49

Personalization Customer Experience Analytics Government 49

Spearline

JANUARY 23, 2018

After an amazing 2017 we’re very excited for what’s to come in 2018, so we want to share with you, a little preview of the new product releases being launched in 2018. But that’s not all… 2018 is going to be The Year of Data Analysis! Big data is here and we have plenty of it.

Benchmark 40

Benchmark Call flow APIs Big data 40

Jive

JULY 16, 2018

Deep dive into Big Data. Collecting data isn’t a new practice for nonprofits. The trouble is, what to do with the data once you have it? Naturally, that depends on what you’re trying to accomplish with your data. With all the data you’re gathering, you also make yourself a target.

Technology 40

Technology Big data Management Personalization 40

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). By Donna Fluss. Introduction. Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. To continue reading, download the PDF by registering below: DOWNLOAD.

Analytics 48

Analytics Consulting Consulting Surveys 48

CSM Magazine

JULY 19, 2017

That’s the projected global online retail sales by 2020, and double the projected global online retail sales for 2017. Big Data to the rescue: Use your data of previous transactions. $4 trillion. Those are huge amounts of money in absolute terms as well as a large relative increase.

Big data 49

Big data Banking Accountability Sales 49

DMG Consulting

APRIL 10, 2017

Given the speed of the current generation of servers and the sophistication of Big Data analytics tools, CJA is becoming more of a realistic possibility. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. By Donna Fluss.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

AWS Machine Learning

JULY 19, 2022

To test this solution, we used a small portion of the following AWS re:Invent 2017 video from YouTube, where Amazon Transcribe was first introduced. He helps them drive their cloud architecture and data strategy using best practices. His background is in distributed computing, big data analytics, and data engineering.

Engineering 97

Engineering APIs Education Best practices 97