Data Mining and VOC - Tech Customer Success

CX / VoC: DIY or Hire a Guide?

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. A data analyst? What about VoC program architects? What VoC / CX technology and tools does your team own? Does your team have an evangelist?

VOC

VOC CX Data Mining Transportation

8 Keys to Better VoC Methodology

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

VOC Data Mining Finance Touchpoint

Chief Customer Officer Strategy: Dispensable Playbook or Most Valuable Player?

Customer Think

MAY 8, 2023

Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC). Offensive plays are in Customer Success, Onboarding, Education, and Operations; Qualitative VoC, Data Mining, and Analytics; Account Management, Journey […]

CXM

CXM Data Mining VOC Education

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Finding the right VoC platform is crucial if you want to successfully improve your service. The best VoC technology should also be able to integrate seamlessly. Virtual queuing/Web callback.

Contact Center

Contact Center VOC Social Media Artificial Intelligence

Customer Insights Shape Your Firm’s Growth Curve

ClearAction

MAY 26, 2023

Data mining technologies abound, and this should be your top interest in CX tech investment. Ask : First, make full use of Almost-Free VoC (voice of the customer). It abounds in almost-free VoC. Unless this is harvested, your big data is lacking rich, vital insights. Combine various sources of data.

VOC

VOC Data Mining CX Voice of the Customer

Artificial Intelligence in CX Learning

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

Artificial Intelligence CXM CX Data Mining

Nurture Partner Relationships: Tough Jobs Require Strong Partners

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

VOC Net Promoter Score Data Mining Gaming

Weathering the Negativity Storm

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

VOC Data Mining Construction CX

Customer Care … CRM … Customer Experience — What’s the Difference?

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

CRM CEM Non-Profits Customer Experience

Transforming the Customer Experience with Big Data

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

Unstructured Data Customer Experience VOE Data Mining

Customer Care … CRM … Customer Experience — What’s the Difference?

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

CRM CEM Non-Profits Customer Experience

Good Customer Experience: CX Day 2023

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

CX Customer Experience Data Mining Legal

Customer Service is a Value Center (NOT a Cost/Profit Center!)

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

Customer Service Data Mining Non-Profits CXM

Contact Center and CX Expos Conferences and Summits – June 2018

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

Contact Center CX Healthcare Social Media

Workforce Optimization Ushers in the Real-Time Contact Center

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

Contact Center Predictive Analytics Machine Learning Artificial Intelligence

Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

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

VOC Net Promoter Score CX NPS

Tech Customer Success

CX / VoC: DIY or Hire a Guide?

8 Keys to Better VoC Methodology

Trending Sources

Chief Customer Officer Strategy: Dispensable Playbook or Most Valuable Player?

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Customer Insights Shape Your Firm’s Growth Curve

Artificial Intelligence in CX Learning

Nurture Partner Relationships: Tough Jobs Require Strong Partners

Weathering the Negativity Storm

Customer Care … CRM … Customer Experience — What’s the Difference?

Transforming the Customer Experience with Big Data

Customer Care … CRM … Customer Experience — What’s the Difference?

Good Customer Experience: CX Day 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!)

Contact Center and CX Expos Conferences and Summits – June 2018

Workforce Optimization Ushers in the Real-Time Contact Center

Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

Stay Connected