C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Big data 124

Big data Analytics Personalization Entertainment 124

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Technology 121

Technology Big data Analytics Personalization 121

C3Centricity

AUGUST 17, 2020

Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates. CEI Survey. According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. To simplify the customer experience, many companies are using big data, chatbots , and AI recommendations. Nike uses this data to further personalize the customer experience the next time they visit the store.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

Callminer

SEPTEMBER 14, 2020

Studies show that customers are happy to spend more when they receive excellent customer service. Because call centers are focused on customer interactions, it’s imperative that business analysts study and examine the interactions between customers and staff to maximize customer service and results. Time spent waiting.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Etech GS

JANUARY 28, 2019

Various studies have shown that implementing live chat services has significantly improved customer satisfaction. Big Data Analytics. Big data analytics is a game changer of the CX world. Big Data Analytics helps in analyzing this humongous amount of data obtained from customers into an actionable way.

Technology 70

Technology Customer Experience Big data Analytics 70

C3Centricity

DECEMBER 3, 2018

Here are just a few of the most noteworthy numbers I found during my research online; if you are still not sure it’s worth it this data will convince you: 86% of buyers will pay more for a better customer experience. Source: CEI Survey). But only 1% of customers feel that vendors consistently meet their expectations.

Big data 87

Big data B2C Marketing CRM 87

Spearline

JULY 13, 2021

In a survey conducted by CGS , it was interesting and reassuring to know that customers still rely on voice as their number one method of communicating with a customer service agent. The study also found just over 17% of U.S. 2: Survey taken from Spearline's 2020 Global Telecoms Report. Migration to the cloud.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Callminer

JULY 15, 2019

This webinar will highlight the goldmine of insights offered within speech analytics with case study examples that include how one organization combined their NPS survey results with speech analytics to improve customer retention and reduce agent attrition: Register for 2pm EST/10am PST Session.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

The Center for Client Retention

OCTOBER 26, 2017

To understand people, you need to study them from their lens (not yours) – In order to make business decisions, you have to consider the end user or customer. Big data is great, but it’s not the entire picture – Big data is a buzzword that everyone likes to talk about.

Big data 59

Big data Education Finance Engineering 59

NobelBiz

DECEMBER 19, 2023

Read the case study or watch the video ! 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

Integrity Solutions

DECEMBER 19, 2018

From Big Data to the Internet of Things, tech is disrupting all aspects of our lives, including the workplace. Not only that, 65% of the survey respondents said their purchasing decisions are influenced by t he words, values and actions of the company’s leaders. The future is here: connected and collaborative.

Coaching 76

Coaching Sales Big data B2B 76

Kayako

MAY 11, 2017

This is why the data mentioned in the above section is so important.). Consult company-specific case studies and product reviews, as well as industry-wide data and statistics collected by third-party companies. Providing case studies and other testimonial content from previous customers. Quarterly newsletters.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

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

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

CX Journey

MAY 23, 2018

I've seen the 10% as high as 34% in some studies. And that means it actually begins with the survey or the listening post from which the feedback is derived. Let's focus on surveys as the feedback channel. First and foremost, you'll need to design surveys that provide you with actionable feedback. It's pretty rare.

Feedback 50

Feedback Surveys Big data Customer Experience 50

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. Traditional surveys should also include free response sections that invite the customer to provide additional comments. Study social media habits and comments.

Journey mapping 48

Journey mapping Contact center software Surveys Big data 48

VocalCom

JULY 2, 2020

In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. A recent study by Kantar showed that 70% of consumers expected brands to adopt a reassuring tone during these difficult times.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

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. Studies show digital channels gain insignificance yearly, but nearly 50% of customers want to have branch services as well.

Banking 76

Banking Customer Experience Chatbots Big data 76

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. Study their habits and comments on social networks. Study their habits to identify which channels they use most frequently and when. Who does not have an account on Facebook or Twitter today?

Feedback 60

Feedback Big data Sales Surveys 60

IdeasUnlimited

JUNE 27, 2023

The idea of using big data to program software is not new. In one survey, 94% of office workers reported not having enough time to complete their tasks within the deadline. In a survey conducted among SMBs, 88% of small company owners agreed that automation helped them compete with larger enterprises.

Technology 52

Technology Big data Entertainment Engineering 52

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.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Given the companies in our study, we considered any callback within 7 days to be a recontact situation.

Coaching 72

Coaching Banking Customer effort Wireless 72

Knoah

MAY 22, 2017

Staying ahead of other brands may prove more challenging as big data makes its way into the hotel industry. More businesses implement data systems that collect information on consumers through online portals, smartphones and connected devices. Observing the present is the best way to anticipate the future.

Big data 48

Big data Customer Care Surveys Management 48

CSM Magazine

JULY 28, 2022

Working with large data sets (Big Data) is primarily used for HR analytics. This software allows organizations to study and track employee activities with employee schedules, GPS time tracking, built-in employee clocks, and employee analytics. Time Tracker.

Management 59

Management Gamification Analytics Enterprise 59

Comm100

MARCH 27, 2023

In our higher ed survey , 95% of students said they are at least somewhat open to receiving support from a chatbot. This is more important than ever in higher education – our higher education survey found that 99% of students think it’s at least somewhat important for schools to offer 24/7 support.

Education 91

Education Chatbots Wait times Surveys 91

Taylor Reach Group

MAY 30, 2017

Business rules tied to applications, and informed by big data and data mining, can drive proactive interactions with or without an agent involved. . A recent study published by Multi-Channel Merchant found that only 36% of retailers surveyed had this level of visibility into their customers. .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Skybridge

JULY 16, 2020

So, adopting a customer-centric focus requires a data-driven foundation in order to understand the state of the relationship between the brand and the customer. Allowing customer experience insight technology to do the heavy lifting is key here. They Learn. Once a brand understands it can take a major leap towards customer-centricity.

Customer centricity 52

Customer centricity Finance Advertising Big data 52

NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly.

Analytics 52

Analytics Call Center Big data Contact Center 52

aircall

MARCH 17, 2017

Various studies have concluded that it is between 3 and 30 times more expensive to sign a new customer than to retain an existing one. With the aid of KPIs and Big Data, you can get a peek into how they think. The use of Big Data is the most effective way to know customers and reduce customer churn rates.

Big data 48

Big data Customer retention SaaS Feedback 48

Clarabridge

JUNE 29, 2017

Only 15% of newly introduced consumer goods will be around in two years, per a study from Neilson. You conduct surveys to stay consumer-focused; but, let’s face it, they’re expensive, resource-intensive, lack a global perspective, and aren’t timely enough anymore. New online-enabled channels will emerge. So, How Do You Harness the VoC?

Feedback 40

Feedback Surveys Advertising Big data 40

Horizon CX

AUGUST 9, 2018

Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team. It includes big data and historical data, letting you have a complete view of who your customers are and where they are in their customer journey.

Customer Experience 40

Customer Experience Big data Upselling Metrics 40

Calltools

DECEMBER 25, 2019

“We need to stop interrupting what people are interested in and be what people are interested in.” – Craig David The Sales Revolution A 2018 study by Epsilon showed just how important personalization has become. 80% of consumers surveyed said they would rather buy from a brand that offered personalized experiences.

Sales 52

Sales Big data Scripts Analytics 52

Talkdesk

AUGUST 7, 2017

Years ago, mailed paper surveys was the dominant method; however, due to the high cost of this approach, marketers attempting to optimize data collection for their costs tended to write very long surveys (which conflicts directly with response rate).

Metrics 40

Metrics Customer Service Advertising Upselling 40

Avaya

JANUARY 3, 2017

The findings of a recent Loudhouse study sum it up best: among 7,000 surveyed consumers, 67 percent made purchases that involved multiple channels; however, 87 percent believe brands must work harder to create a truly seamless customer experience.

Enterprise 52

Enterprise Big data Contact Center Customer Experience 52

Talkdesk

AUGUST 7, 2017

Years ago, mailed paper surveys was the dominant method; however, due to the high cost of this approach, marketers attempting to optimize data collection for their costs tended to write very long surveys (which conflicts directly with response rate).

Metrics 40

Metrics Customer Service Advertising Upselling 40