ShepHyken

SEPTEMBER 9, 2022

This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years.

Marketing 193

Marketing Sales Engineering Analytics 193

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

ShepHyken

SEPTEMBER 16, 2016

When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. To achieve this demand for optimized personalized content, marketers must be up-to-date on the best ways to understand their consumers and where they are most likely to shop. Shep Hyken.

Customer Experience 298

Customer Experience Personalization Marketing Analytics 298

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. Partnering with your sales team here can help.

B2C 340

B2C Customer centricity Feedback Upselling 340

ShepHyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. Then you describe your general marketing efforts as customer experience marketing.

Marketing 186

Marketing Customer Experience Customer centricity Advertising 186

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. When a consumer knows they can rely on a sales rep or vendor for the fastest, most accurate information, it can drive customer loyalty. Friction in the sales process is something that will eventually drive even a good customer away.

B2C 315

B2C B2B Self service Sales 315

TeleDirect

DECEMBER 25, 2024

Increased opportunities to expand into global markets. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Offer real-time assistance during global sales events. Use analytics to monitor performance and optimize processes. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

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

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

CSM Magazine

FEBRUARY 25, 2025

The NFT (Non-Fungible Token) market has grown into a multi-billion-dollar industry, transforming digital ownership and redefining how assets are traded. Despite their meteoric rise, the NFT market faces volatility, regulatory uncertainties, and concerns over sustainability. Major Sectors in the NFT Market 1.

Real estate 52

Real estate Marketing Entertainment Finance 52

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

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

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

ProProfs Blog

OCTOBER 30, 2021

The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. That’s exactly what market segmentation is all about! With the help of certain shared factors, a wide population can be put into subgroups for targeted marketing. There’s more to it.

Marketing 142

Marketing B2B Advertising B2C 142

Cincom

FEBRUARY 14, 2025

Align CPQ with Your Sales Strategy A CPQ system that operates in isolation from the broader sales strategy leads to misaligned workflows, inconsistent pricing approvals, and disconnected customer interactions. Apply multi-tier approvals for large enterprise deals, ensuring senior sales leaders can intervene when necessary.

Best practices 40

Best practices Sales CRM Finance 40

ShepHyken

SEPTEMBER 14, 2018

And repeat customers means repeat sales, which is success you can take to the bank. You can use your trusty analytics reports to see which is most effective. Like many things in the world of online marketing, live chat can be an incredibly powerful tool indeed, but only if and when it’s done right. Track Analytics.

Analytics 707

Analytics Sales Banking Technology 707

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

ProProfs Blog

OCTOBER 16, 2020

Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel. And that’s what we’ll focus on – how a live chat sales funnel works, how it’s different from the traditional one, and how to optimize it. Live Chat Sales Funnel: How it Works.

Sales 148

Sales Abandon rate CRM Marketing 148

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales CRM Consulting Consulting 52

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. It only shows that a sale was completed (success!) But data can’t see this.

Big data 284

Big data Journey mapping Consulting Consulting 284

TeleDirect

MARCH 13, 2025

Outbound Call Center Services Outbound call centers focus on proactive customer engagement, including sales, surveys, and follow-ups. Market Research and Surveys : Conducting customer satisfaction surveys and gathering market insights. Customer Follow-ups : Ensuring customer satisfaction after a purchase or service.

outsourcing 79

outsourcing Technical Support Telemarketing Telecommunications 79

ShepHyken

DECEMBER 25, 2023

Plus, Akin shares what changes brands like L’Occitane and GoPro made to increase sales based on customer behavior and preferences. 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.”

Multichannel 230

Multichannel Analytics Feedback Metrics 230

Callminer

DECEMBER 5, 2019

Analytics Emerges as a Barrier Buster. Interaction analytics supporting voice and text-based communications will increasingly be used to bridge siloes of technology and interest for more organisations in 2020. Predictive Analytics Will Drive a Better Customer Experience.

Analytics 207

Analytics Accountability Technology Sales 207

TeleDirect

JANUARY 7, 2025

Sales inquiries are not being followed up on promptly. Youre expanding into new markets or time zones. Advanced analytics and reporting to monitor performance and identify trends. Key Indicators: Missed calls are becoming frequent. Youre struggling to handle customer demands during peak times or seasonal spikes.

Call Center 126

Call Center Wait times Abandon Call outsourcing 126

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Contact center software Scripts 98

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

Cincom

FEBRUARY 21, 2025

Speed, accuracy, and the ability to meet customer demands efficiently are the pillars of success for the sales team. Configure, Price, and Quote (CPQ) software plays a vital role in automating product configuration, pricing, and quote generation helping sales teams to easily handle complex pricing scenarios.

Sales 40

Sales Gamification Finance Best practices 40

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. What is the customer experience?

Customer Experience 300

Customer Experience Feedback Construction Personalization 300

Callminer

AUGUST 23, 2018

Actionable analytics is key. Create a better marketing strategy. This information is especially valuable to your marketing department who can use it to tweak existing marketing strategies and create new ones. If left alone, each of these can result in lost sales and customers. Create new processes.

Metrics 205

Metrics Contact Center Analytics Marketing 205

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 128

Sales Accountability Feedback Metrics 128

C3Centricity

DECEMBER 27, 2024

Hyper-personalisationa strategy that uses advanced analytics, real-time data, and artificial intelligence (AI)is enabling companies to meet these expectations. This strategy not only enhances consumer loyalty but also drives engagement, boosts sales, and establishes long-term market leadership. What Is Hyper-Personalisation?

Analytics 62

Analytics Marketing Personalization Sales 62

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 118

Analytics First call resolution Banking Interactive Voice Response 118

TeleDirect

DECEMBER 24, 2024

AI-Powered Hyper-Personalization What It Means: Hyper-personalization involves using artificial intelligence (AI) and advanced analytics to deliver uniquely tailored experiences to each customer. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CSM Magazine

SEPTEMBER 19, 2023

The digitisation of marketing has ushered in an era of unprecedented possibilities. AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Enhanced Data Analysis : B2B marketers often grapple with vast amounts of data.

B2B 100

B2B Marketing Chatbots Sales 100