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 […]

Data Mining 78

Data Mining CXM VOC Education 78

InteractionMetrics

JUNE 16, 2016

Some companies are so stumped by their unstructured data that they just toss it and hope no gold nuggets were lost. This is a grave mistake because customer verbatims are—quite literally—the voice of the customer.

Unstructured Data 40

Unstructured Data Data Mining Voice of the Customer Customer Survey 40

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 are collectors of customer insights. Ask : First, make full use of Almost-Free VoC (voice of the customer).

VOC 62

VOC Data Mining CX Voice of the Customer 62

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. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

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. Experiential marketing — events and campaigns that build customer advocacy.

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

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 71

Unstructured Data Customer Experience VOE Data Mining 71

DMG Consulting

APRIL 16, 2019

CJA solutions paint a holistic picture of each customer’s interaction with an organization, from the first touch through the last, allowing enterprises to evaluate a substantial portion of the customer journey. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48