Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge. The mind boggles.

Big data 98

Big data Contact Center Analytics Metrics 98

Callminer

APRIL 19, 2020

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

Analytics 207

Analytics Marketing Big data 207

TeleDirect

JANUARY 20, 2025

Predictive Analytics takes this a step further by analyzing big data to anticipate customer needs, streamline workflows, and deliver personalized responses. Enhanced Data Security In an age of increasing cyber threats, data security has become a non-negotiable priority for call centers.

Call Center 118

Call Center Big data call center workforce Technical Support 118

ShepHyken

APRIL 29, 2022

He shares how organizations can use data and AI-powered tools to benefit customers. The communications people who wrote this email need to get with the data scientists and customer representatives to create better targeting. I mean, c’mon—insurance is practically the original “big data” business.

Big data 416

Big data Marketing Personalization Accountability 416

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. Like all data, though, wearable technology has its limitations. Data would suggest that the sunbather who drank six margaritas yesterday wants to do the same today.

Technology 344

Technology Big data Customer emotions Consulting 344

Helpware

JUNE 26, 2024

The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data.

Big data 81

Big data 81

ShepHyken

FEBRUARY 18, 2020

How to Fish the “Big Data Lake” for Customer Experience Insights. Top Takeaways: It isn’t enough to simply gather data. Data collection without action is a waste of time. Data collection without action is a waste of time. The Customer Experience Revolution. Shep Hyken interviews Claire Sporton.

Big data 307

Big data SaaS Employee engagement Customer Experience 307

Beyond Philosophy

SEPTEMBER 19, 2020

‘ Customer Science’ is the fusion between technology, behavioral science and data. Customer Science to me in the integration between a number of existing disciplines; Behavioral Science, Technology (AI) and Big data. We often say there is a big difference between what Customers say and what they do.

Finance 396

Finance Big data Consulting Consulting 396

Beyond Philosophy

MAY 31, 2017

Seth Stephens-Davidowitz is an economist, data scientist and an author. His book, Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are , explores how big data reveals the biases we have and how we think. The Social-Desirability Bias. It’s called Google Trends.

Surveys 343

Surveys Big data Engineering Advertising 343

Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. How Data Visualization Can Help.

Big data 140

Big data Analytics Metrics Sales 140

Beyond Philosophy

SEPTEMBER 11, 2017

Leverage Big Data for all it’s worth. Take all those hundreds of thousands of bits of data, and start getting to know who your customers are, what they want, and how they communicate. Customers are yearning for greater simplicity, but how do we simplify our communications and, at the same time, our customers’ experiences?

Advertising 384

Advertising Consulting Consulting Government 384

ShepHyken

AUGUST 4, 2017

As Andrew Watson puts it “ten years ago, companies had to focus primarily on delighting the most lucrative customer segment, whereas today we have the ability to craft a relationship strategy with all types of personalities, communication styles and preferences, and other data points.” How will organizations drive an effective experience…?”.

Big data 189

Big data Customer Experience Personalization Technology 189

ShepHyken

MARCH 12, 2018

There will be the ones you expe ct along with some big surprises. Five Organizations that Are Using Big Data to Power Digital Transformation by Conner Forrest. ZDnet) Big data can be a great asset in achieving digital transformation. Here are five organizations that have used data science to boost their business.

Customer Service 99

Customer Service Big data Technology Customer Experience 99

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

CSM Magazine

JUNE 20, 2024

Big Data and Its Impact on Live Betting Big data is one form of technology that bookmakers have used for as long as it’s been available. Of course, technology has significantly improved the way that big data analysis is conducted, which has allowed the live betting niche to continue to grow and push forward.

Big data 52

Big data Technology Personalization Accountability 52

CX Accelerator

FEBRUARY 2, 2020

Mathematics and Data Science (7 mentions) I would have studied more math - there is a lot more math in this job than you'd think! Especially when you consider that to gain buy-in from executives for CX initiatives, there must be data to support it. Behavioral Economics (5 mentions) Focusing on behavior, data, and psychology.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

OctopusTech

MAY 19, 2021

Call centers deal with huge bundles of data daily. They deal with user info, company data, financial transactions history, and databases of the companies that Outsource to India. As data is the lifeblood of call centers, having a reliable as well as robust data backup system is a must. 1. Sorting is the key.

Call Center 116

Call Center outsourcing Big data Personalization 116

AWS Machine Learning

JANUARY 4, 2024

One such area that is evolving is using natural language processing (NLP) to unlock new opportunities for accessing data through intuitive SQL queries. Instead of dealing with complex technical code, business users and data analysts can ask questions related to data and insights in plain language.

Best practices 138

Best practices Enterprise Engineering APIs 138

AWS Machine Learning

NOVEMBER 29, 2023

Data preparation is a crucial step in any machine learning (ML) workflow, yet it often involves tedious and time-consuming tasks. Amazon SageMaker Canvas now supports comprehensive data preparation capabilities powered by Amazon SageMaker Data Wrangler. To import data from Snowflake, follow steps from Set up OAuth for Snowflake.

Engineering 123

Engineering Big data Customer centricity Education 123

ShepHyken

JULY 1, 2019

Digital disruption, IOT, AI, big data, sophisticated and mysterious algorithms, bots…and the list goes on. Stick to the customer experience fundamentals in a digital world by George Averling. George Averling) I used to be bamboozled by the world of digital. The new language was scaring the pants off me.

Journey mapping 311

Journey mapping Customer Service B2C Big data 311

Contact Center Pipeline

FEBRUARY 16, 2022

Big data analytics is about to explode, marking a watershed moment for contact centers. There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations, severe staffing shortages, and rising contact volume.

Analytics 130

Analytics Contact Center Big data Technology 130

ShepHyken

SEPTEMBER 15, 2017

Artificial intelligence marketing (AIM) is an innovative way for marketers to bridge the gap between data science and execution. There is a wealth of customer data available to marketers today. That data gives marketers the knowledge required to build compelling messaging and advertising. Better Ad Optimization.

Marketing 512

Marketing Advertising Big data Personalization 512

The Northridge Group

MARCH 21, 2022

Leveraging data analytics to improve FCR rates is critical for achieving this objective. However, businesses often find it challenging to pinpoint the specific insights from their data that have the power to drive operationally effective changes. Northridge’s data-driven Root Cause Analysis process. To learn more, contact us.

Wireless 127

Wireless Contact Center Average Handle Time Analytics 127

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. VOC is the most interesting and the most written about type of data.

Metrics 312

Metrics Finance Surveys Consulting 312

MiaRec

SEPTEMBER 15, 2022

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world.

Contact Center 98

Contact Center Big data Surveys Technology 98

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

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.) Brand Equity.

Banking 225

Banking Customer centricity Big data Finance 225

AWS Machine Learning

OCTOBER 31, 2024

The solution integrates large language models (LLMs) with your organization’s data and provides an intelligent chat assistant that understands conversation context and provides relevant, interactive responses directly within the Google Chat interface. The following figure illustrates the high-level design of the solution.

APIs 121

APIs Scripts Accountability Construction 121

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas.

Customer Service 270

Customer Service Chatbots Contact Center Metrics 270

ShepHyken

NOVEMBER 16, 2018

Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. These two specialized devices had their own particular difficulties and favored the organization more; it was at their circumspection what data to give out.

Technology 253

Technology Chief Customer Officer Education Big data 253

AWS Machine Learning

AUGUST 8, 2024

Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth, customer service, and many more engagement use cases in a flexible, programmatic way. Data is the foundational layer for all generative AI and ML applications.

Engineering 119

Engineering Accountability Feedback Construction 119

AWS Machine Learning

AUGUST 21, 2023

Amazon SageMaker Data Wrangler reduces the time it takes to collect and prepare data for machine learning (ML) from weeks to minutes. Data is frequently kept in data lakes that can be managed by AWS Lake Formation , giving you the ability to implement fine-grained access control using a straightforward grant or revoke procedure.

Engineering 96

Engineering Accountability Big data Sales 96

The Northridge Group

SEPTEMBER 13, 2018

Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

Analytics 132

Analytics Personalization Customer Experience Big data 132

AWS Machine Learning

NOVEMBER 27, 2023

However, these models require massive amounts of clean, structured training data to reach their full potential. Most real-world data exists in unstructured formats like PDFs, which requires preprocessing before it can be used effectively. According to IDC , unstructured data accounts for over 80% of all business data today.

Engineering 93

Engineering APIs Big data Accountability 93

AWS Machine Learning

FEBRUARY 21, 2025

While these models are trained on vast amounts of generic data, they often lack the organization-specific context and up-to-date information needed for accurate responses in business settings. After ingesting the data, you create an agent with specific instructions: agent_instruction = """You are the Amazon Bedrock Agent.

Engineering 116

Engineering APIs Analytics Enterprise 116

TechSee

OCTOBER 31, 2018

Telecoms are addressing these opportunities by leveraging the vast amounts of data collected over the years from their massive customer base. This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. IDC indicates that 63.5%

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

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.

Engineering 103

Engineering Real estate Government Big data 103