Clarabridge

MARCH 21, 2017

Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. Every industry, and every company, will have different types of data to look at. Tie ROI and value at each step along the way.

Customer Experience 61

Customer Experience Big data Journey mapping Metrics 61

Totango

DECEMBER 16, 2020

One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.

Journey mapping 72

Journey mapping Best practices Accountability Big data 72

Robert Davis

OCTOBER 12, 2017

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. Understanding how to use the data to effectively improve the customer experience and KPI achievement still comes down to your people.

Contact Center 48

Contact Center Technology Journey mapping Big data 48

REVE Chat Blog

FEBRUARY 12, 2020

Innovation in data collection, analytics, and channel strategies has enabled financial institutions to diversify means of engaging customers , building better relationships through real time assistance. The customer experience in banking has taken a big leap through proactive communication with customers. Let’s dive in: 1.

Banking 76

Banking Customer Experience Chatbots Big data 76

VocalCom

JULY 30, 2018

In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. By defining a few key customer profiles, for example, your brand can create a customer journey map for each and determine the best ways to satisfy each person’s preferences.

Journey mapping 48

Journey mapping Contact center software Surveys Big data 48

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place.

Automotive 40

Automotive CRM Analytics Big data 40

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

ClearAction

MAY 3, 2019

A host of silos exist — organizational, political, data, analytics, cross-channel business roles, technology — and we need a structured approach to knocking down these silos. “The traditional model of people-process-technology has shifted. We’re moving into a new model. It’s a circular touch-point continuum.

Journey mapping 48

Journey mapping Customer centricity CRM Marketing 48

Amity

JUNE 8, 2016

Once we’d assembled a new customer cohort, we would continue to learn more about them as they progressed on our customer journey map and, when the time was right, we would turn up our efforts to convert some of them into BFFs or Partners. It isn’t. Although helpful, those things are only variables in a larger equation.

CRM 67

CRM Journey mapping B2C Government 67

CX Journey

FEBRUARY 11, 2016

Big data/analytics are some of the key areas of investments marketers are recommending for businesses to differentiate. That's a true " what the hell is customer experience " culture. What are some of the new trends you observe around Customer Experience Management strategies that are becoming critical?

Customer Experience 39

Customer Experience Advertising Big data Best practices 39

Verint

MARCH 29, 2018

Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16. Using big data and the findings from his research in 50 countries, Achor will show how pursuing success using an individual, self-focused approach can limit our progress.

Big data 23

Big data Journey mapping Customer Experience Management 23

Balto

SEPTEMBER 12, 2023

Harnessing Predictive Analytics for Enhanced CX Utilizing predictive analytics enables you to gain accurate insights about what your customers need and expect from your institution. Create a customer journey map and involve relevant departments and stakeholders.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52