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

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Big data is also critical to implementing targeted marketing practices.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. Tomasz notes that most companies look at post-experience metrics such as the fraction of tips over the total bill, the number of reservations made on OpenTable or exit survey results. The problem with this data is that it points to lagging indicators. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. Tomasz notes that most companies look at post-experience metrics such as the fraction of tips over the total bill, the number of reservations made on OpenTable or exit survey results. The problem with this data is that it points to lagging indicators. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. Remember the old Gartner stat: 95% of companies collect customer feedback.

Feedback 50

Feedback Surveys Big data Customer Experience 50

ClearAction

APRIL 3, 2015

Your best ideas for employee engagement + training originate with customer feedback. Nothing feels & drives better that good customer feedback and thanks from management published in intranet. From aggregate positive sentiment data to individual instances of praise, customer feedback is a prime motivator for employees.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Outsource Consultants

MARCH 14, 2018

Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons: Big data and social analytics are usually lagging indicators. Need Customer Surveys?

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

Callminer

SEPTEMBER 14, 2020

Business analysts must own the call tracking systems and actively leverage data to tune the call center policies and procedures. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features. Time spent waiting. Speed of resolution.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ClearAction

APRIL 18, 2015

Employee engagement is vital to CX because (1) technology, surveys, and intelligence are only as valuable as the actions that they inspire and enable, and (2) customer experience is shaped by the ripple effect of each department across the company. Focus employee metrics more on CX enabling behaviors, less on survey ratings.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data. Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

GetFeedback

OCTOBER 16, 2018

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Ready to turn your customer feedback into action?

CRM 100

CRM Big data Surveys Feedback 100

TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Technology Self service Call Center 116

CSM Magazine

MARCH 12, 2018

Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Here are my top 10 tips for creating a successful customer survey. Use a reliable survey tool.

Surveys 40

Surveys Big data Feedback Analytics 40

CSM Magazine

JULY 29, 2021

In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development. Their goal is to help their clients understand and prioritize customer feedback.

Real estate 98

Real estate Engineering Consulting Consulting 98

GetFeedback

SEPTEMBER 6, 2018

In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys. In the robust world of IoT and big data, taking a guess at employee or customer satisfaction levels is simply not an option. You need to rely on real data from employees and customers.

Customer Experience 68

Customer Experience Employee engagement Surveys Big data 68

Maru Group

MAY 23, 2019

I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping. Tailor the survey experience. Today’s shoppers are forever on-the-go and increasingly shopping and engaging brands on mobile devices.

Surveys 40

Surveys Feedback Big data Analytics 40

Maru Group

MAY 23, 2019

I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping. Tailor the survey experience. Today’s shoppers are forever on-the-go and increasingly shopping and engaging brands on mobile devices.

Surveys 40

Surveys Feedback Big data Analytics 40

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.

Customer Experience 61

Customer Experience Big data Journey mapping Metrics 61

Lumoa

NOVEMBER 2, 2022

Feedback from customers provides valuable input for any business. For example, gathering feedback from your customers can be a valuable source of information to figure out what is causing them to churn. . How do telcos leverage the complexity of their business model? . Where is telcos heading in 2023? .

Customer Experience 88

Customer Experience Telecommunications Big data Feedback 88

ProProfs Blog

DECEMBER 11, 2020

Follow-up Survey. Follow-up surveys allow you to question your customers regarding your service quality. They are better and more effective than post-service ratings and one-time surveys when it comes to capturing valuable customer insights. How to get the most out of a follow-up survey? In-app Survey.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

NICE inContact

JUNE 9, 2016

This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. In the age of big data, insights around workflow processes and creating better documentation can be lost. So, what should you do with it?

Big data 48

Big data Analytics Contact Center Surveys 48

Toister Performance Solutions

APRIL 18, 2019

How can this be possible in an era where customers are bombarded with survey requests and access to big data is at an all-time high? Another issue is the surveys that seemingly appear on every retail receipt. But the dirty secret is many retailers don't actually use those surveys to improve. Use surveys wisely.

Customer Service 58

Customer Service Surveys Big data Wait times 58

Comm100

APRIL 10, 2024

In terms of customer service, this technology drastically improves on traditional methods such as obtaining customer feedback through online surveys, for example.

Customer Service 105

Customer Service Chatbots Analytics Big data 105

AWS Machine Learning

NOVEMBER 8, 2023

times more energy efficient than the median of surveyed US enterprise data centers and up to 5 times more energy efficient than the average European enterprise data center. His knowledge ranges from application architecture to big data, analytics, and machine learning.

Analytics 116

Analytics Enterprise Big data Scripts 116

Connecting the Dots

AUGUST 1, 2015

With the advent of customer experience (CX) and enterprise feedback management technology (EFM), many companies are rethinking VOC, often assigning it to a department other than MR. This battle was most starkly highlighted by a headline on the cover of the November 2014 Quirks, Is CX out to get MR?

Big data 62

Big data Consulting Consulting Enterprise 62

NobelBiz

DECEMBER 19, 2023

According to a recent survey by McKinsey , one-third of the respondents say their organizations are using generative AI regularly in at least one business function. By analyzing this data in real-time, they can quickly identify patterns or trends that may indicate areas for improvement.

Call Center 105

Call Center Management Wait times Contact Center 105

SharpenCX

NOVEMBER 18, 2020

The University of Texas found that increasing data’s usability by only 10% would, on average, boost revenue by $2 billion annually. Big data gives you a leg up on customer behavior and preferences. Here are four ways companies benefit by using big data to enable the omnichannel experience. Or do they quietly leave?

Contact Center 67

Contact Center Big data Coaching Metrics 67

REVE Chat Blog

FEBRUARY 12, 2020

As per the PwC survey , 15% of banking customers were mobile-dominant. Survey – Banks can proactively collect customer feedback to identify and understand the gaps between customers and banks. Make use of big data analytics. It is a crucial need to collect customer feedback and act upon the same.

Banking 76

Banking Customer Experience Chatbots Big data 76

The Center for Client Retention

OCTOBER 26, 2017

Big data is great, but it’s not the entire picture – Big data is a buzzword that everyone likes to talk about. “Big data concerns itself with correlation, not causation” (2017, p. All of the big data and AI in the world cannot replace the humans that explore the context.

Big data 59

Big data Education Finance Engineering 59

Kayako

MAY 11, 2017

Get feedback from your customers via post-purchase surveys , you can get a feel for how well your product or service meets or exceeds your current customers’ expectations. Companies that utilize big data and customer analytics see 14% more customer retention than companies that do not, according to a 2014 report by Aberdeen Group.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

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. Ask customers for direct feedback. Sometimes, the best way to solicit raw feedback is by asking direct questions. Conduct focus groups and events.

Journey mapping 48

Journey mapping Contact center software Surveys Big data 48

ClearAction

MAY 26, 2023

This is unsolicited feedback and internal sources of customer insights. You’ll rarely get that from surveys. Unless this is harvested, your big data is lacking rich, vital insights. Put as much energy into CX intelligence as you put into almost-free VoC and surveys. ” Wow! It abounds in almost-free VoC.

Chief Customer Officer 62

Chief Customer Officer Enterprise Big data Customer centricity 62

CX Journey

AUGUST 29, 2014

Partner feedback become background noise, something we’ll “get to” when we have the time. These partners deserve a voice, as well, and that voice should be acted upon tactically and woven into the corporate strategy just like we do with customer and employee feedback. Jaimee on the traverse 5.

Journey mapping 64

Journey mapping Feedback Big data Customer Experience 64

Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Only they could afford the collection services and analysts necessary to transform the data into a story and an agenda. Solicit feedback from your team.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

ProProfs Blog

JANUARY 30, 2020

This stat describes that if you’ve really worked on active engagement with your customers, they will leave awesome feedback for you. 62% of retailers report that the use of information (including big data) and analytics is creating a competitive advantage for their organizations. During the survey, 29.3 In 2018, 46.5

B2B 204

B2B Banking Personalization Employee engagement 204

Call Center Pros

SEPTEMBER 10, 2018

Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. Directly solicit feedback from customers. The best way to solicit quality feedback is often to ask clear and direct questions. Analyze all data sources. So, ask more questions! In conclusion….

Feedback 60

Feedback Big data Sales Surveys 60

CSM Magazine

MARCH 14, 2020

It’s also about learning how to work with people, share ideas, listen to feedback, and communicate goals clearly, whether it’s face-to-face or via online collaboration tools. Conduct surveys to find out what customers think about the project and make changes if necessary. Track social network engagement and repeat purchases.

Customer Service 75

Customer Service Management Big data Customer Care 75