ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

CX 48

CX Customer Acquisition Data Mining Customer Retention 48

ClearAction

AUGUST 3, 2023

In my 5-year study of B2B CX practices , we asked: “Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated?” Re-think “ customer experience ” (CX) as brand integrity : delivering what you promised. Intentional CX is the proper basis for your North Star.

Customer Experience 62

Customer Experience Data Mining Non-Profits B2B 62

eglobalis

NOVEMBER 21, 2023

Elevating Customer Experience: 6 Key Fundamentals for Adaptability The post Elevating Customer Experience: Six Key Fundamentals for Adaptability appeared first on Eglobalis.

Customer Experience 235

Customer Experience Data Mining Customer Relationship Innovation 235

Intercom

MAY 31, 2022

We recently hosted the debut session of our CX for Growth webinar series, with guests Great Question. CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. When it comes to #CX work, be sure to think things through. About Sue Martin Homes.

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

ClearAction

MAY 26, 2023

Data mining technologies abound, and this should be your top interest in CX tech investment. How you ask, analyze, and advocate CX insights is pivotal to your enterprise growth curve. Analyze : Second, discover patterns in the data: when X happens, Y is twice as likely to occur, and so on. This is CX Intelligence.

VOC 62

VOC Data Mining CX Voice of the Customer 62

ClearAction

JANUARY 14, 2015

Indeed, B2B is late to the party in adopting technologies for predictive analytics, data mining, social collaboration and user-generated content; about one in four B2B firms is using such technologies. Action on survey results by owners of key CX drivers. Treating CXM as a determinant of corporate strategy.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

ClearAction

MAY 14, 2024

In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI. Use real-time data-mining for staff coaching and aggregate data-mining for finding patterns for root cause analysis and permanent resolution. Common sense? Technology?

VOC 48

VOC Data Mining Finance Touchpoint 48

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. See a lineup of leading retail experts in analytics, data science, data mining, eCommerce & marketing optimization for 2018.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Providing employees with timely and relevant customer feedback is the most direct way to engage them in improving CX. Virtual queuing/Web callback. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

RateMyService

JUNE 27, 2022

Analysing and comparing your experience data through different lenses e.g. time periods, departments, branches, touchpoints, etc. gives better context to the data and insights and helps focus on organizational improvements. I have had the opportunity to interact with a tool that met almost all my requirements.

Net Promoter Score 52

Net Promoter Score Data Mining Social Media Touchpoint 52

ClearAction

JULY 11, 2023

Championing brand integrity is the top purpose of your CX team. Your AI/ML/big data is grossly incomplete without mining Customer Service calls. Use voice mining and data mining to track defection turnaround. Use data mining thoroughly in Customer Service to identify patterns in customer expectations.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

CX Journey

AUGUST 29, 2014

What this means for VoC / CX If your business model relies on a distributed sales channel, value-added resellers, service vendors, or any other partner relationship, please listen up: Your VoC / CX program needs to be leveraged to enhance your relationship with these valued partners.

VOC 64

VOC Net Promoter Score Data Mining Gaming 64

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? In an early attempt to provide more targeted and personalized experiences for consumers, companies would invest in data mining programs that promised a competitive advantage. By: JD Fairweather.

Machine Learning 251

Machine Learning Customer Experience Artificial Intelligence E-commerce 251

CX Journey

NOVEMBER 28, 2014

What This Means for VoC and CX For customer experience practitioners, storms of negativity most often come in the form of little dark clouds known as colleagues. Of all the challenges to CX success, colleagues who are bitter, cynical, passive aggressive, or just plain mean can derail your program with frightening, chilling speed.

VOC 63

VOC Data Mining Construction CX 63

Customer Bliss

DECEMBER 12, 2017

By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. Year 4 and 5: Put together a CRM team and by then, the analytics teams were there, which increased customer data mining.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

CX Journey

JULY 10, 2014

Analysis takes many forms because there will be many different types of data to make sense of. You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

ClearAction

DECEMBER 12, 2017

Reality Maps are built on four questions, after the Business Intelligence team conducts customer feedback data mining to identify high-priority improvement opportunities: 1) Why would this project benefit the customer? 2) What is going to be built? 3) How will the solution work for the customer?

Data Mining 54

Data Mining Customer Feedback Innovation Customer Satisfaction 54

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. . Customer Experience (CX) & Customer Journey Maps (CJMs). . Of course, it took about 20 years for CRM to become an overnight success.

Contact Center 71

Contact Center Artificial Intelligence Customer Journey Map AI 71

CX Journey

DECEMBER 10, 2015

Once you’ve got the data, you can start to put a whole image together of your customers and begin creating accurate, insightful customer personas. Other data-gathering activities such as data mining, social media usage, etc. can come together at a later date, giving you further insight into your customers.

Data Mining 45

Data Mining Customer Journey Map Entertainment Social Media 45

SurveySensum

DECEMBER 28, 2023

As part of the founding team of Digital WarRoom with more than 25 years in the network security, data mining, and eDiscovery industry, I am proud to continue the company’s long history of delivering world-class services and solutions. Powell is positioned as Director of operations.

Legal 52

Legal Customer Feedback Data Mining Innovation 52

SugarCRM

JUNE 22, 2023

IoT and CRM: Better Together IoT is the connection of devices via the internet, while CRM is the collection of customer data through data mining with the purpose of providing useful insight into customer behavior for marketing and sales purposes. Since we know that CRM requires data, combining it with IoT is a perfect match.

Manufacturing 26

Manufacturing CRM Data Mining Omnichannel 26

Beyond Philosophy

MAY 10, 2017

One of the most useful aspects of loyalty cards is that they give companies a tool for data mining. Register now for Beyond Philosophy’s Secrets of a Successful CX Training Program with 10% discount promo code LASTCHANCE. Loyalty programs aren’t a waste of time, even if they don’t actually create customer loyalty.

Data Mining 137

Data Mining Customer Loyalty Retail Education 137

CX Journey

JULY 25, 2014

I look away from my neighbor and think: Boy, his company’s VoC/CX team has a problem. There’s a good chance that, despite your best efforts, at least some of your frontline staff hate your VoC/CX initiative, and frontline animosity can limit the efficacy of your efforts. What do they know about your VoC and CX initiatives?

VOC 61

VOC Net Promoter Score CX NPS 61