ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

RateMyService

JUNE 27, 2022

This article was written by Rose Muthami , Customer Experience and Relations Manager at AAR insurance Kenya. Real-time surveys (while the experience is still fresh in the customers’ minds) encourage better engagement and response rates than periodical surveys. Access the original article here.

Net Promoter Score 52

Net Promoter Score Data Mining Social Media Touchpoint 52

RateMyService

JUNE 27, 2022

This article was written by Rose Muthami , Customer Experience and Relations Manager at AAR insurance Kenya. Real-time surveys (while the experience is still fresh in the customers’ minds) encourage better engagement and response rates than periodical surveys. Access the original article here.

Net Promoter Score 52

Net Promoter Score Data Mining Social Media Touchpoint 52

Beyond Philosophy

AUGUST 15, 2020

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Remember that little things have big effects on customer behavior. You might be thinking that this can’t be true. This podcast is produced by Resonate Recordings.

Data Mining 138

Data Mining CX Customer Experience Technology 138

ClearAction

MAY 26, 2023

Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. Data mining technologies abound, and this should be your top interest in CX tech investment. You’ll hear how to guide brand essence and unserved, underserved, and overserved customer growth.

VOC 62

VOC Data Mining CX Voice of the Customer 62

CX Journey

JULY 10, 2014

What is big data? and how is it used to deliver a great customer experience? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Data must be centralized.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Beyond Philosophy

OCTOBER 14, 2014

At the same time that concerns about the safety of our data exist, we see great new applications of data mining that make our lives better. Netflix and Amazon continue to perfect their suggestions to suit the interests and previous selections by their customer, creating value to their loyal customers.

Data Mining 131

Data Mining CEM Customer Retention Customer Loyalty 131

Customer Bliss

DECEMBER 12, 2017

Year 4 and 5: Put together a CRM team and by then, the analytics teams were there, which increased customer data mining. Now Isabella’s team is more proactive in using data, understanding customer engagement, and solving problems that erode value.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Beyond Philosophy

OCTOBER 14, 2014

At the same time that concerns about the safety of our data exist, we see great new applications of data mining that make our lives better. Netflix and Amazon continue to perfect their suggestions to suit the interests and previous selections by their customer, creating value to their loyal customers.

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. Does it cost you when a department is out of sync?

CX 62

CX Non-Profits Data Mining Start-ups 62

Beyond Philosophy

OCTOBER 14, 2014

At the same time that concerns about the safety of our data exist, we see great new applications of data mining that make our lives better. Netflix and Amazon continue to perfect their suggestions to suit the interests and previous selections by their customer, creating value to their loyal customers.

Data Mining 90

Data Mining Customer Retention Customer Loyalty Customer Experience 90

DMG Consulting

FEBRUARY 12, 2019

Internally, interaction analytics allows a company to monitor service quality from the customer’s perspective. Predictive analytics is an emerging strategy for improving and personalizing the customer experience. Analytics will Continue to be a Differentiator.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

Beyond Philosophy

MAY 10, 2017

Customer loyalty is a bit different. In our customer experience consultancy, we describe customer loyalty as “the result of a consistently positive emotional experience, rational attribute-based satisfaction and perceived value of an experience, which includes the product or services.” That’s loyalty.

Data Mining 137

Data Mining Customer Loyalty Retail Education 137

SugarCRM

JUNE 22, 2023

IoT and CRM: Better Together IoT is the connection of devices via the internet, while CRM is the collection of customer data through data mining with the purpose of providing useful insight into customer behavior for marketing and sales purposes.

Manufacturing 26

Manufacturing CRM Data Mining Omnichannel 26

SurveySensum

DECEMBER 28, 2023

Recent data highlights the significance of customer experience, indicating that since 2020, nearly half of all businesses have prioritized it over price or quality. Encouraging feedback empowers clients to voice their concerns, ensuring their needs are met while reinforcing trust and loyalty within the legal partnership.

Legal 52

Legal Customer Feedback Data Mining Innovation 52

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Predictive Analytics 111

Predictive Analytics Data Mining Customer Experience 111

ClearAction

DECEMBER 12, 2017

Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Reality Maps help your project teams learn about end-to-end customer experience and pain points in a storyboard format, with an eye toward future innovation.

Data Mining 54

Data Mining Customer Feedback Innovation Customer Satisfaction 54

ClearAction

AUGUST 3, 2023

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. Re-think “ customer experience ” (CX) as brand integrity : delivering what you promised.

Customer Experience 62

Customer Experience Data Mining Non-Profits B2B 62

Taylor Reach Group

MAY 30, 2017

Chatbots and messenger applications leverage the knowledge base to serve content and answers to customers’ questions. Business rules tied to applications, and informed by big data and data mining, can drive proactive interactions with or without an agent involved. . Superior to what?

Contact Center 71

Contact Center Artificial Intelligence Customer Journey Map AI 71

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. IVR speech recognition and speech-to-text features do the heavy lifting ordinarily done by live agents while personalization tools help tailor calls for good customer experience.

Contact Center 140

Contact Center VOC Social Media AI 140

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. See a lineup of leading retail experts in analytics, data science, data mining, eCommerce & marketing optimization for 2018.

Contact Center 48

Contact Center CX Healthcare Social Media 48

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. What’s the point of this customer experience junk? If the customer has an issue, they’ll call!" customer experience voc voice of customer'

VOC 63

VOC Data Mining Construction CX 63

CX Journey

AUGUST 29, 2014

Leverage customer insights among your partner base to improve the customer experience and resist holding secrets. Act on VoP and VoC insights This summer a report drafted for a client clearly indicated their partner channel was killing their customer satisfaction and Net Promoter scores.

VOC 64

VOC Net Promoter Score Data Mining Gaming 64

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

CX Journey

DECEMBER 10, 2015

Once you’ve got the data, you can start to put a whole image together of your customers and begin creating accurate, insightful customer personas. Other data-gathering activities such as data mining, social media usage, etc. can come together at a later date, giving you further insight into your customers.

Data Mining 45

Data Mining Customer Journey Map Entertainment Social Media 45

SugarCRM

OCTOBER 12, 2021

By combining techniques from data mining, statistics and machine learning, marketing automation platforms—such as our very own Sugar Market—allow organizations to parse and find meaning in large amounts of customer data. And with more and more businesses using some form of automation, it’s not going away soon.

Predictive Analytics 47

Predictive Analytics Data Mining CRM Invoicing 47

ClearAction

JULY 11, 2023

What you’re seeing here is based on a recent article and webinar interview: 23 Customer Experience Practices You Should Stop in 2023 (CustomerThink article) What Your Customer Churn Rate is Telling You (LiveVox video) Modernize your thinking and clarity with 3 Customer Service value truths : 1) Stop Calling it All Customer Experience!

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

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. Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan?

VOC 68

VOC CX Data Mining Transportation 68

ClearAction

JUNE 25, 2023

Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. Artificial intelligence (AI) is a top topic in customer experience management.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62

Callminer

SEPTEMBER 5, 2017

Bottom Line: Make your call center relevant by bridging the gap between your brand’s online presence and your call center with a co-browsing solution that helps your agents stay irreplaceable in boosting the brand’s performance and improving customer experience. Jack Barmby. How to solve this?

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

ClearAction

JUNE 25, 2023

Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated? Re-think “customer experience” as brand integrity : delivering what you promised. Further, customers are the source of salaries, budgets, and profits. Does this surprise you?

CX 62

CX Data Mining Non-Profits Invoicing 62

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Trendy Customer Experience Management.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

Intercom

MAY 31, 2022

CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business. We recently hosted the debut session of our CX for Growth webinar series, with guests Great Question.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

CX Journey

JULY 25, 2014

So, What’s a Customer Experience Management Team to Do? Note: To be sure, you’ll want to coordinate with department heads and team leads to facilitate these discussions, but make sure they don’t place themselves between you and the customer-facing representative as a block, as this can result in watered-down, filtered feedback.

VOC 61

VOC Net Promoter Score CX NPS 61