ClearAction

MAY 14, 2024

Better VoC Methodology: Instead, use common sense and technology to evaluate every transaction. Technology? Use real-time data-mining for staff coaching and aggregate data-mining for finding patterns for root cause analysis and permanent resolution. Common sense? Look for patterns.

VOC 48

VOC Data Mining Finance Touchpoint 48

Taylor Reach Group

JULY 17, 2017

MGI research found that 45 percent of work activities could be automated using current technologies; 80 percent of that activity is attributable to existing machine-learning capabilities. Facebook has patented a technology through which your ability to repay a loan is determined by your social network. Discrimination.

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

ClearAction

JULY 11, 2023

Do not mislabel your job titles, technologies, courses, academies, certificates, consulting, and strategies. A customer’s experience includes a lot that is beyond touchpoints. Technologies exist to manage it, and you’ll get tremendous insights that aren’t available otherwise. Be specific about what they are.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

DMG Consulting

FEBRUARY 12, 2019

It reveals details about customers’ transaction path through the organization: which touchpoints they used, the route they took, the duration of each step, and where the journey ended. Technology will be used to “work smarter, not harder.” Analytics will Continue to be a Differentiator. Final Thoughts.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

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. Since we know that CRM requires data, combining it with IoT is a perfect match.

Manufacturing 26

Manufacturing CRM Data Mining Omnichannel 26

ClearAction

DECEMBER 5, 2023

When you data mine CX insights and inspire managers to use it for every growth effort , you’ll see much higher performance in these growth metrics: CX-Inspired Growth leads to Right the First Time. Your influence: You’re creating customer personas to guide touchpoint excellence.

CX 62

CX Non-Profits Data Mining Start-ups 62

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48