ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Start there and continue here in designing your VoC methodology: 9. Better VoC Methodology: Instead, use common sense and technology to evaluate every transaction. Common sense?

VOC 48

VOC Data Mining Finance Touchpoint 48

ClearAction

JUNE 25, 2023

Instead of asking mundane things already captured , use data-mining (machine learning / AI) to bring those basics to managers’ attention, and focus your energy on acting on that rather than collecting yet more redundant data in this overwhelming information age. You already know what ticks off customers.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

CX Journey

JULY 10, 2014

Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips. What is the right data? Analysis takes many forms because there will be many different types of data to make sense of.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! A customer’s experience includes a lot that is beyond touchpoints. Your AI/ML/big data is grossly incomplete without mining Customer Service calls. It stems the tide of negative word-of-mouth.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

DMG Consulting

APRIL 16, 2019

Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48