This week we’d like to share a new report from IDC Research that takes a look at how organizations are approaching their Customer Experience (CX) strategies, and the components of a successful program. The report identifies five stages that organizations reach in terms of delivering customer experience, which we’ve outlined here: 1. Ad Hoc: Organizations Read More
Data-Driven Marketing Doesn’t Work in a Silo
This week I want to share a recent article that appeared on Forbes.com, which calls out the analytics industry as a catalyst for helping brands drive better customer engagement. According to a Forbes Insights survey referenced in the article, 74% of organizations that identify as early adopters of data-driven marketing programs also cite having achieved Read More
Using Big Data to Deliver Better Solutions: Industry White Paper
This week I’d like to share a new whitepaper “Big Data and its Impact on Contact Centers” from a kindred spirit, the Daitan Group. In the white paper, Daitan discusses how major brand contact centers are seeing an uptick in the adoption of analytics programs in an effort to better understand and interact with their Read More
The State of Customer Service in 2014
As we are well into the holiday season, we wanted to take a look at our recent survey, done in collaboration with Harris Poll, and consider the findings as they pertain to the contact center during this busy time of the year. When it comes to holiday shopping, brands are focused on two things: driving Read More
Harris Poll Survey Uncovers Distrust Between Consumers and Social Media Companies
This week, we’re digging deeper into our recent report around American consumers’ perceptions regarding the use of personal data – focusing specifically on attitudes towards social media companies like Facebook and Twitter. As a reminder, we recently partnered with Harris Poll to survey over 2,000 consumers across the United States to determine what consumers really Read More
Harris Poll Survey Reveals the American Consumer’s Perspective on Big Data and the Customer Experience
Last week we released the findings from a new survey that gauges American consumers’ perceptions around companies collecting and analyzing their personal data for marketing purposes. The survey was fielded by Harris Poll to query over 2,000 U.S. adults ages 18 and up, and asked respondents to share their feelings on the consumer experience, as it Read More
Using Statistical Performance Analytics for Call Center Agent Scoring
Last week Kumaran Ponnambalam of BroadSoft envied our Statistical Performance Analytics approach to predict contact center agents’ future performance and customers’ needs, based on historical agent and customer activity data. The result is not only an… Read More
Industry Perspectives – What Does the Digitization of the Economy Mean for Contact Centers?
This week as we continue our Industry Perspectives series, we wanted to take a look at a recent Wall Street Journal guest feature by Irving Wladawsky-Berger, a former vice-president of technical strategy and innovation at IBM. According to Wladawsky-Berger, “adapting to the ongoing digitization of the economy, and of society in general, is arguably the most challenging Read More
Perspectives: “Customer Analytics Research Reveals Required Capabilities for Software”
This week, we’re reviewing a recent article by Richard J. Snow, VP and Research Director at research firm Ventana. In his article, “Customer Analytics Research Reveals Required Capabilities for Software,” Richard reiterates the importance of finding the right customer analytics tool for your company, especially since today’s customer data comes from so many different sources. In Read More
Survey Says: Most Companies Still Rely on the Old-Fashioned Spreadsheet for Customer Analytics
Last week, Richard J. Snow, VP and Research Director at research firm Ventana, published a blog post summarizing results from a study “Next Generation Customer Analytics.” This followed a second Ventana research report around customer engagement, which looked at the various channels through which today’s customers interact with companies. Ventana’s research highlights an on-going discussion that Read More
