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. She is the survivor of a botched early-generation "big data mining" operation and is happy to live to tell about it. customer experience voc voice of customer'

VOC 63

VOC Data Mining Construction CX 63

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Voice of the customer (VoC) — monitoring customer sentiment. Customer references — testimonials from customers.

CRM 66

CRM CEM Non-Profits Customer Experience 66

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

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Voice of the customer (VoC) — monitoring customer sentiment. Customer references — testimonials from customers.

CRM 59

CRM CEM Non-Profits Customer Experience 59

ClearAction

JULY 28, 2023

Data informs and patterns stimulate. Go beyond data sharing via VoC dashboards. Your CX team must know how to connect various customer data sources, conduct extensive data mining to surface unexpected revelations, and use multivariate analysis and old-fashioned deep thinking to find patterns.

CX 62

CX Customer Experience Data Mining Legal 62

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Your AI/ML/big data is grossly incomplete without mining Customer Service calls. Use voice mining and data mining to track defection turnaround. 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

Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Text Analytics 48

Taylor Reach Group

MAY 24, 2018

Some of the hot topics include Soliciting and evaluating new concepts, solutions, and ideas thanks to the VoC. See a lineup of leading retail experts in analytics, data science, data mining, eCommerce & marketing optimization for 2018. Loyalty Summit: June 5-7, Barcelona. How to make the most of the digital advantage?

Contact Center 48

Contact Center CX Healthcare Social Media 48

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