Spearline

FEBRUARY 8, 2022

With many millions of customer conversations happening each and every day, voice traffic is very much “big data”. This data offers insights to those who choose to look deeply. Voice analytics promises to measure customer emotion in each call. Voice analytics can also alert management to what is absent in a conversation.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

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. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content. People to follow.

B2C 138

B2C B2B Customer centricity Big data 138

Expivia

NOVEMBER 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand the ROI for them, this is for you. Generating Marketing Data. Proactive Customer Service. Tracking Silence.

Analytics 98

Analytics Morale Finance Benchmark 98

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Etech GS

JULY 31, 2019

Text data analytics : Call center is something of a misnomer as consumers now interact with companies via social media, email, messaging apps, and more. Text analytics programs can evaluate all those forms of communication, looking for themes and potential issues. The Process of Using Big Data. Get Started Now.

Big data 40

Big data Call Center Analytics Healthcare 40

TMP Direct

DECEMBER 10, 2024

This blog explores the key trends shaping the future of AI in customer support, from hyper-personalization to autonomous systems. AI, combined with machine learning and big data, is at the forefront of hyper-personalization, analyzing customer behavior and preferences to deliver customized service recommendations.

Customer Support 52

Customer Support Big data Chatbots Analytics 52

Beyond Philosophy

JULY 4, 2016

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Much of the digital transformation emphasis has been on technology (big data analytics and cloud, mobile apps, etc.)

Banking 225

Banking Customer centricity Big data Finance 225

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. This is done by providing large language models (LLMs) in-context sample data with features and labels in the prompt. Arghya Banerjee is a Sr. Varun Mehta is a Sr.

Engineering 108

Engineering Real estate Government Big data 108

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

Peter Lavers

OCTOBER 19, 2017

Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! Market segmentation operates at demographic or geographic levels, which when combined with researched psychographic and behavioural data creates distinct groups or personas that bring clarity a company’s product and marketing strategies.

Analytics 173

Analytics CRM Big data Marketing 173

Beyond Philosophy

JANUARY 7, 2016

Predictive Analytics Are Key. Big data can be used to research past behavior. However, the data must include the emotional influences as well to be accurate, at least for predicting how a Customer Experience can influence future behavior. Predictive analytics are key to improving Customer Experience in 2016.

Employee engagement 150

Employee engagement Big data Analytics Education 150

C3Centricity

MARCH 15, 2018

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights. And this can only be done by asking the right questions of your data and information. The Opportunity.

Big data 124

Big data Analytics Personalization Entertainment 124

C3Centricity

MAY 25, 2020

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. But this can only be done by asking the right questions of your data and information. The Opportunity. And then develop insights and actions.

Technology 121

Technology Big data Analytics Personalization 121

AWS Machine Learning

MARCH 18, 2025

Comprehensive patient insights The LLMs ability to process and contextualize unstructured audio data provides a more holistic understanding of the patients condition, enabling better-informed decision-making. Locate your bucket starting with blog-hcls-assets -*. He helps customers implement big data and analytics solutions.

Healthcare 84

Healthcare Analytics Consulting Consulting 84

AWS Machine Learning

SEPTEMBER 9, 2022

However, as a new product in a new space for Amazon, Amp needed more relevant data to inform their decision-making process. Part 1 shows how data was collected and processed using the data and analytics platform, and Part 2 shows how the data was used to create show recommendations using Amazon SageMaker , a fully managed ML service.

Analytics 88

Analytics Engineering Metrics APIs 88

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. Visit the AmplifAI blog for more insights and use cases.

Technology 136

Technology Customer Experience Entertainment Coaching 136

Natalie Petouhof

AUGUST 25, 2015

Not Your Grandfather’s Predictive Analytics: Using the power of predictive analytics, Mintigo discovers your ideal customer profile, targets the prospects with the highest propensity to buy, and engages them with the right message through the right channels. Mintigo provides predictive analytics for both Marketo and Eloqua.

Analytics 75

Analytics Marketing CRM Sales 75

Aspect

NOVEMBER 7, 2018

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. The post A Guide to Navigating the Digital Hype appeared first on Aspect Blogs. But what is fact and what is fiction?

Big data 101

Big data Analytics Technology Contact Center 101

Mindtouch

SEPTEMBER 26, 2016

This week’s topic is Analytics Cloud (Wave), a recently introduced business intelligence cloud that provides a cohesive view into all of your other Salesforce Clouds. If you’ve been reading the rest of this series thus far, you know what I’m going to say: there’s a simple way to make Analytics Cloud do more.

Analytics 59

Analytics Big data Sales Customer Experience 59

Peter Lavers

FEBRUARY 11, 2015

Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. But it is possible to be drowning in data and still none the wiser about your customers.

Analytics 113

Analytics Big data Coaching Marketing 113

ClearAction

APRIL 18, 2015

Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. Data can be insightful to all of the roles HR takes on in facilitating the company’s CX goals. 60% of companies are now investing in big data and analytics to make HR more data driven. —@tcrawford.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

360Connext

SEPTEMBER 27, 2017

Soft Data is Perfectly OK. Robust analytics platforms aren’t going anywhere. We’re now taming big data into impressive insights. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience. It’s time to get to work.

Banking 124

Banking Metrics Big data Consulting 124

Peter Lavers

NOVEMBER 26, 2015

In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. All these are understandable challenges or excuses, more than one resonates with me from my time creating & leading large CI teams.

CRM 100

CRM Consulting Consulting Big data 100

Etech GS

JANUARY 28, 2019

Big Data Analytics. Big data analytics is a game changer of the CX world. Big Data Analytics comes handy while analyzing the data collected from customers, and providing tailor-made solutions as per the expectations and aspiration of the customer. .

Technology 70

Technology Customer Experience Big data Analytics 70

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent. Customer Experience is a BIG Puzzle.

Analytics 49

Analytics Contact Center Technology First call resolution 49

Calabrio

MAY 3, 2016

If you’re in the midst of data deluge, here’s how integrated analytics can help. Data Mart: The more channels from which you collect customer data, the longer it takes to aggregate the data and view it as a whole. Learn more about how to make your customer data work for you.

Analytics 58

Analytics Contact Center Technology Big data 58

Calabrio

NOVEMBER 25, 2020

Technology is also creating new opportunities for contact centers to not only better serve customers but also gain deep insights through Big Data. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements. We’ve covered a lot of ground here.

Contact Center 52

Contact Center Self service Banking Analytics 52

AWS Machine Learning

MARCH 3, 2023

Machine learning (ML) can help companies make better business decisions through advanced analytics. In this blog post, we’ll look at how Amazon SageMaker Canvas delivers faster and more accurate model training times enabling iterative prototyping and experimentation, which in turn speeds up the time it takes to generate better predictions.

Benchmark 96

Benchmark Big data Banking Analytics 96

Natalie Petouhof

OCTOBER 20, 2015

Tweet Teradata announced two new breakthrough software capabilities that empower business users to uncover and operationalize the insights hidden within Internet of Things (IoT) data. Even the most technology-savvy organizations recognize that extracting value from data generated by the IoT is a difficult, skills-intensive process.

Analytics 40

Analytics Big data Self service Healthcare 40

AWS Machine Learning

JUNE 19, 2024

We will cover this in a later blog post. 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 solutions.

APIs 102

APIs Engineering Accountability Big data 102

CX Journey

SEPTEMBER 24, 2015

In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. Some people suggest that Customer Insight is making use of your data, with the current buzzword being “big data.”

Big data 71

Big data Analytics Coaching Marketing 71

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

Analytics Customer Service CRM Self service 63

Natalie Petouhof

FEBRUARY 1, 2016

the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. . For example, eBay was recently honored at Teradata PARTNERS Conference and Expo with a Teradata EPIC Award for its self-service analytics with Alation. What Does This Mean To You?

Self service 40

Self service Analytics Big data Engineering 40

Natalie Petouhof

JUNE 4, 2015

Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture. Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle#3: Cloud for Analytics.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

ConvergeOne

DECEMBER 7, 2021

The purpose of this blog post is to help folks understand why this is important and how it relates specifically to customer experience. This is where we can currently apply some of the remaining components such as AI, machine learning, automation, big data, and analytics.

APIs 79

APIs Big data Analytics Self service 79

Spearline

JULY 13, 2021

Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry. The adoption of contact center Speech Analytics. The world has produced 90% of its Big Data in the past two years.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. An agile approach brings the full power of big data analytics to bear on customer success. Then we’ll lay out seven steps to bring agile innovation to customer success.

Government 103

Government Journey mapping Accountability Benchmark 103