PeopleMetrics

JULY 31, 2018

Enter text analytics. No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. An approach to unstructured data analysis made popular with market researchers is called open-ended coding.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. Do you want to kick us off by just giving us a bit of background on your career to date? I was interested in analytical problem-solving. What was that shift for you?

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

MAY 3, 2018

Survey responses and numerical data are great, but they don’t replace the context of a 1:1 customer conversation. Can you give us a quick feel for your career to date, as well as what you’re doing today at Square? Rohini Pandhi: As I look back on my career, a lot of it was learning what I didn’t want to do.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Customer Bliss

FEBRUARY 7, 2017

Mergers can be common, but not at this size — and most CCOs probably don’t operate under a merger in their career, via sheer numbers. She earned a master’s degree in marketing and international business from New York University, and a Bachelor of Science in supply chain management from Pennsylvania State University.

Technology 64

Technology Technology CX Customer Satisfaction 64

CommBox

JANUARY 26, 2022

In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. For example, one business unit at multinational science and tech company Merck implemented a rule that meant all emails sent for purely informational purposes included “NNTR” (No Need To Reply) in the subject line.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Steven Van Belleghem

APRIL 20, 2021

And he reveals how you can apply the lessons of their ascent to your own business or career. They’ll understand how emerging technologies like artificial intelligence (AI), automation, and analytics are changing the game and craft a strategy to integrate them into their products and processes. Delivering Happiness – Tony Hsieh.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Intercom, Inc.

JULY 19, 2022

Research and data science play a major role in surfacing holistic insights about our customers and ensuring we’re building products that drive real value. To ensure we build the fullest picture of our customers and their needs, we created a new function called RAD (research, analytics, and data science) about 18 months ago.

Construction 118

Construction Education 118

PeopleMetrics

JULY 10, 2018

This is a marked departure from when all customer feedback lived in the market research department and was often confined to a handful of people within the organization. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. More on that in Lesson 8.

CEM 66

CEM VOC Touchpoint Social Media 66

Taylor Reach Group

MAY 24, 2018

Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. See a lineup of leading retail experts in analytics, data science, data mining, eCommerce & marketing optimization for 2018. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. Is it possible to achieve churn reduction?

Contact Center 48

Contact Center CX Healthcare Social Media 48

Taylor Reach Group

MARCH 26, 2018

Customer Contact East: A Frost & Sullivan Executive MindXchange is THE place to be to define the future of your company and your career in a time when change is the norm. Pack months of training, education, and research into just three days. Monetising Big Data in Telecoms World Summit 2018 April 23 – 24, Singapore.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? That’s the purpose of VoC.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. People Analytics and Future of Work. Who should go: Anyone who uses people analytics in their jobs. Richard Rosenow- People Analytics at Facebook.

Innovation 27

Innovation Entertainment Technology Technology 27

Qualtrics

JANUARY 29, 2021

She got her degree in marketing management from the University of Notre Dame, and naturally began her career in sports marketing. As part of the XM Institute, she now helps XM leaders advance their careers with the research, training and other thought leadership she develops for the XM Institute. . From practitioner to advisor.

Sports 26

Sports Technology Technology Machine Learning 26

Qualtrics

MARCH 22, 2021

Our DEI solution combines research-backed methodologies with world-class employee experience management technology, making it simple to identify and close DEI gaps throughout your organization. You’ll gain access to research-backed expertise. You’ll find analytics and action made simple.

Technology 29

Technology Technology Outlook Start-ups 29

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process? It Starts with Customer Science.

Contact Center 78

Contact Center AI Sentiment Analysis Text Analytics 78

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. The market research community did not get it or like it.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

Intercom, Inc.

NOVEMBER 23, 2022

With a background in econometrics and math, Patrick Campbell started his career as an Intelligence Analyst Fellow in the United States Department of Defense. Back in 2018, in what seems like another lifetime, we interviewed him to talk about the art and science of pricing – from raising prices to the pros and cons of freemium products.

Start-ups 118

Start-ups Sales Government B2B 118

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Angela Megasko. AngelaMegasko. Billie Jean Bateson.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Market research roots.

VOC 70

VOC CEM Close the Loop Business Administration 70

Intercom, Inc.

APRIL 15, 2021

a former mathematics tutor and data scientist who eventually converted to sales, Francis is obsessed with leveraging data to improve the way companies conduct their revenue operations. Accelerate sales with data. Then there’s a question of how do you make sure you have the right data in there.

AI 118

AI Start-ups B2B Predictive Analytics 118

Intercom

DECEMBER 19, 2023

As AI takes its place within support teams around the world, it’s changing the way people work – and making customer service a more interesting, rewarding career path. You’ll find the ongoing series here. But this year I conducted an interview like no other I’d ever done before – a back and forth with ChatGPT itself.

AI 96

AI Engineering Sports Customer Service 96