ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. Besides offering timely support, brands will use live chat for marketing and improving customer experience through value-added services like appointment booking, reminders, delivery notifications, etc.?.

Customer Service 365

Customer Service Chatbots Analytics Upselling 365

3CLogic

NOVEMBER 7, 2024

Thanks to its transformational benefits, saving time and costs for contact centers, the speech analytics market is expected to reach $14.1 1 In this article, we’ll explore what Speech Analytics is, its benefits, and use cases for the contact center industry. Definition: What is Speech Analytics? billion by 2029.

Analytics 105

Analytics Contact Center Personalization Time management 105

ShepHyken

JULY 11, 2022

Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers. My Comment: Content marketing is more than a marketing strategy. That’s marketing and CX.

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Assess how they’re going to harness analytics to make the right decisions.

B2C 340

B2C Customer centricity Feedback Upselling 340

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). CX Teams Are Usually Part of Marketing. However, if you’d have to put them into one area, then marketing seems a good option.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. This made them less user-friendly for broader CX or market research teams. The Bottom Line Text analytics has come a long way since 2017.

Analytics 118

Analytics Airlines Feedback Surveys 118

PeopleMetrics

JANUARY 29, 2025

In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. In 2017, these two disciplines were starting to converge.

Marketing 116

Marketing Airlines Surveys Feedback 116

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5%

Marketing 118

Marketing Advertising B2B Analytics 118

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ShepHyken

SEPTEMBER 15, 2020

Quotes: “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”. About: Geoff Webb is the Vice President of Products at PROS , where he works with technology, marketing and go-to-market teams.

B2C 315

B2C B2B Self service Sales 315

ShepHyken

JUNE 4, 2019

They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers. There are many areas in which marketers no longer have control of a company’s brand.

Advertising 288

Advertising Marketing Analytics Sales 288

ShepHyken

AUGUST 27, 2019

They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement. AI and data analytics can help you measure and understand the emotions of the customers and employees to identify the root of common problems.

Multichannel 269

Multichannel Analytics Customer centricity Contact Center 269

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. It empowers entrepreneurs to identify market opportunities, reduce inefficiencies, and make informed choices.

Analytics 78

Analytics Marketing Education Sales 78

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

ShepHyken

DECEMBER 25, 2023

Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.” ” “Customer experience analytics are too important to be the job of just analysts. ” About: Akin Arikan has 20 years of experience in analytics.

Multichannel 230

Multichannel Analytics Feedback Metrics 230

AWS Machine Learning

JUNE 26, 2024

Capital markets operation teams face numerous challenges throughout the post-trade lifecycle, including delays in trade settlements, booking errors, and inaccurate regulatory reporting. We commonly see the application of screen scrapping solutions with OCR in capital market organizations.

Marketing 117

Marketing APIs Banking Entertainment 117

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. By using existing solutions and AWS technical teams, Rocket significantly reduced the time to market, allowing for swift deployment.

Analytics 117

Analytics First call resolution Banking Interactive Voice Response 117

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. With marketing and advertising to attract new customers being one of the biggest challenges facing small businesses today , it’s more important than ever to retain existing customers by delivering exceptional customer service.

Customer Support 361

Customer Support Multi-channel support voip Benchmark 361

ShepHyken

JANUARY 15, 2021

Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools. Word of mouth is a massively important marketing tool, so you’ll want to make sure your customers are helping to spread the word about your company.

Customer Experience 343

Customer Experience Metrics Customer retention Analytics 343

ShepHyken

OCTOBER 8, 2019

Shep Hyken interviews Sam Lessin of Fin Analytics. It drives value for your organization just as much as—if not more than—sales, marketing, product, etc. About : Sam Lessin is the co-founder and co-CEO of Fin Analytics. Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations.

Customer Care 248

Customer Care Customer centricity Coaching Contact Center 248

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. As global trading volumes rise rapidly each year, capital markets firms are facing the need to manage large and diverse datasets to stay ahead.

Analytics 98

Analytics Management Accountability Engineering 98

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Multi-modal agents, in conjunction with generative AI, are finding a wide spread application in financial markets.

Marketing 134

Marketing APIs Engineering Analytics 134

ShepHyken

SEPTEMBER 3, 2019

Also, assess the kinds of customers you’re attracting from your marketing campaigns. Most loyalty programs are really marketing programs. Peter Fader is a professor of marketing at the University of Pennsylvania’s Wharton School. How can I use data analytics and metrics to improve my CX? What is customer-centricity?

Customer centricity 242

Customer centricity Metrics Analytics Marketing 242

ShepHyken

MAY 31, 2019

A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line. You can also use analytics data to better understand your customer demographics, interests and behaviors.

Customer Experience 300

Customer Experience Feedback Construction Personalization 300

CCNG

JULY 3, 2024

This is where CX analytics plays a vital role. By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CX Accelerator

JUNE 8, 2020

That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. Make no mistake. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

MAY 19, 2020

Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. About: Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems , where he leads the company’s CRM market vision and strategy.

CRM 235

CRM Coaching Self service Analytics 235

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

ShepHyken

NOVEMBER 29, 2019

The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. If you get people what they want when they want it, you set yourself up for more customer loyalty and word-of-mouth marketing.

Technology 260

Technology Customer Experience Complaint resolution Gamification 260

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Yaniv Masjedi is the Chief Marketing Officer of Nextiva. Eric Sachs is the CEO at Sachs Marketing Group. Caroline is the growth marketer and co-founder of CocoSign.

Call Center 345

Call Center Contact Center Finance Consulting 345