Thematic

FEBRUARY 11, 2024

Both companies compete head to head with each other for customers. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers.

NPS 62

NPS Hotels Events Demo 62

SurveySparrow

OCTOBER 3, 2023

Imagine you’re staring out at a boundless ocean of data. Now, you won’t have the time to reach every book, but you want to understand the themes and ideas contained within. You select a few books strategically, ensuring they represent different genres, authors, and styles. What is Sampling?

Books 52

Books Reference Insights Customer Satisfaction 52

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. But I have a big problem with Big Data.

Customer Service Representative 113

Customer Service Representative Consulting Insights Webinar 113

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Look forward to reading his book!

2016 267

2016 Innovation Marketing Insights 267

BirdEye

FEBRUARY 13, 2024

With nearly 50% of people being unclear about the benefits of chiropractic care, the importance of chiropractor marketing cannot be overstated. A recent Birdeye study highlights that almost half of consumers search for healthcare providers online, revealing a crucial opportunity. Table of contents Why do chiropractors need marketing?

Marketing 59

Marketing Social Media Healthcare Multi-Channel 59

Beyond Philosophy

OCTOBER 20, 2022

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior.

Contact Center 78

Contact Center Banking Books Call Center 78

West Monroe

NOVEMBER 14, 2022

Listen to Mike Treash, COO, and Patrick Stevenson, head of data & analytics, talk about the health plan’s pursuit of The Golden Record—a source of truth for all data related to their members. Vice President of Data and Analytics Strategy at Health Alliance Plan (HAP). Created with Sketch. powered by Sounder.

2022 98

2022 Healthcare Hospitality Consumers 98

Brandwatch CX

FEBRUARY 23, 2024

They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers?

B2B 59

B2B Brands Social Media Wireless 59

CloudCherry

MARCH 7, 2018

In this digital age, data resides at the core of everything. Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. While we have all heard about Big Data, the term Dark Data is not quite as well known.

Customer Experience 186

Customer Experience Hotels Customers Insights 186

Experience Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

Customer Experience 169

Customer Experience Feedback Customer Experience Management Customers 169

Fox Metrics

AUGUST 14, 2020

Big data has become a valuable part of the business. Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4

Blog 93

Blog Social Media Retail Insights 93

Brandwatch CX

FEBRUARY 23, 2024

They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers?

B2B 52

B2B Brands Social Media Wireless 52

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

CloudCherry

DECEMBER 1, 2018

It’s really hard to drive change that impacts the business from just a few customer responses. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. They obviously want to provide supreme and excellent service on a daily basis.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

It’s really hard to drive change that impacts the business from just a few customer responses. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. They obviously want to provide supreme and excellent service on a daily basis.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Article 59

Article Customer Service 2023 Loyalty Programs 59

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. Tune in to the episode to learn more!

Interaction 98

Interaction Books Metrics Customer Service 98

Experience Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

Customer Experience 125

Customer Experience Feedback Customer Experience Management Customers 125

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need.

Connections 59

Connections Contact Center 2030 Events 59

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. increase in customer satisfaction, a 5.4x They provide the essential tools and resources for front-line teams to deliver exceptional products and services to customers. improvement in quality SLAs met, and a remarkable 11.7x

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

Kustomer

AUGUST 8, 2022

In this episode of Customer Service Secrets, Gabe Larsen is joined by co-founder of ExecVision Steve Richards, to discuss customer quality and assurance, as well as guidance to provide reps with customer service coaching. Data Is Not The Issue. Make Sure Your Agents Have the Resources to Improve.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

West Monroe

NOVEMBER 14, 2022

Listen to Mike Treash, COO, and Patrick Stevenson, head of data & analytics, talk about the health plan’s pursuit of The Golden Record—a source of truth for all data related to their members. Those were the big growth engines in southeast Michigan. It's unique because we’ve got the provider and the payer.

2023 52

2023 Healthcare Hospitality Retail 52

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. When it comes to delivering exceptional customer service, businesses face numerous challenges.

Call Center 52

Call Center Customer Service E Commerce E-support 52

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data.

Retail 82

Retail Information Consumers Connections 82

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A positive guest experience involves going beyond basic customer service. What is Guest Experience?

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

CSM Magazine

MARCH 3, 2022

Travelers claim that it makes their life easier when on the road, and the booking process is super easy and straightforward to do. They don’t have to worry about manually inputting details and get a massive amount of assistance regarding bookings, inventory management, communication with travel partners, and more.

Management 52

Management Travel Transportation E Commerce 52

SurveySparrow

APRIL 1, 2021

“Data analytics had the biggest impact on my business. Earlier, even after keeping a rack full of record books, he still made mistakes. Because data analytics software does this work and does it quite brilliantly. So, with no further ado, let’s help you on your data analytics journey. .

2021 52

2021 2020 Presentation Technology 52

Inbenta

DECEMBER 21, 2023

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. We, at Inbenta, decided to take a look at our customer’s sessions to detect and analyze self-service trends. The results were quite eye-opening and hope you find the insight useful. What’s the difference?

Insurance 52

Insurance Sales Metrics ROI 52

Think Customers

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

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2014 2015 Books Call Center 148

Circular Edge

MAY 2, 2022

As the CFO job becomes more challenging, firsthand insights and advice from those who have held the title for years are invaluable. As the CFO job becomes more challenging, firsthand insights and advice from those who have held the title for years are invaluable. Our Sources.

2014 52

2014 Culture Healthcare Apparel 52

Gainsight

JULY 13, 2022

For the longest time, Pulse focused on customer success teams, but not anymore. For the longest time, Pulse focused on customer success teams, but not anymore. Building products with data-driven product roadmaps and improved product experience is critical to durable growth, so Product professionals are critical to the future of Pulse.

2022 59

2022 Roadmap Events Connections 59

Thematic

MARCH 13, 2023

Have you ever heard of Burning Man? It's a festival known for being the most unconventional event in the US. Well, I've been there, and let me tell you, Qualtrics X4 is a lot like that. It's a conference full of surprises, where you can expect the unexpected. Based on my experience, the event delivered on these promises.

Entertainment 62

Entertainment Events 2023 Advertising 62

Confirmit

JANUARY 27, 2020

I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry.

Insights 52

Insights Social Media Customer Insights Books 52

CSM Magazine

FEBRUARY 9, 2021

Property companies will continue to focus on customer service as a differentiator. . takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants. . Predictions for the property market in the coming year vary widely. Abbie Heslop at EBI.AI

Marketing 59

Marketing Competitive Advantage Automotive Transportation 59

Inbenta

AUGUST 18, 2023

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. We, at Inbenta, decided to take a look at our customer’s sessions to detect and analyze self-service trends. The results were quite eye-opening and hope you find the insight useful. What’s the difference?

Insurance 52

Insurance Sales Metrics ROI 52

Chadwick Martin Bailey

DECEMBER 30, 2015

This means you get a variety of perspectives, experiences, and opinions on all aspects of market research, analytics, and strategy consulting from insights professionals doing some pretty cool work. In the post that started it all, Dr. Jay discusses one of the hottest topics in consumer insights: mining big data.

Blog 52

Blog 2015 2016 Consumers 52