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
Improved Multichannel Data Integration Through Purpose-Built Customer Engagement Analytics
A recent report from Ventana Research, “Next Generation Customer Analytics,” shows a growing customer expectation to reach companies through a multitude of channels, ranging from email to text, social and even instant messaging and video applications. Although widened availability to brands potentially creates an enhanced consumer experience, it also creates new challenges for companies with Read More
Using Big Data to Improve Customer Experience in the Contact Center
As the old saying goes, you can never have too much of a good thing. The challenge facing every data and analytics company today is knowing what to do with all that good stuff once you have it. Case in point: it seems like every heavy hitter in the contact center industry is experiencing a Read More
Despite Companies’ Customer Data Efforts, Consumers Rage On
Not too long ago, if you needed a loaf of bread, you went to the local bakery. Without even asking, the shopkeeper, who was often the owner, knew what you wanted and would even have your loaf bagged and ready for checkout. He or she might ask about how your family’s doing or let you Read More
Predictive Analytics Report: Using Big Data to Improve Omni-channel Customer Service
Contact center interaction management solutions have historically taken a retroactive approach: examining past transactions to form judgments on the value of customers today. In many contact centers, callers are still routed to the longest available agent. More advanced contact centers go one step further, using skill-based routing to send callers to the agent who is Read More
Using Big Data to Move from Cost-Center to Customer Engagement
Last week marked the 10th anniversary of the Customer Contact Conference, hosted by Frost & Sullivan in Marco Island, Florida. The event was an impressive culmination of new ideas, emerging data, and best practices shared among the leaders of the industry. 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
Industry Perspectives: Customer Service Takes a Turn – Is this a Trend or Simply a Misstep?
This week’s Industry Perspectives comes from the American Customer Satisfaction Index (ACSI), which last week reported that online shopping satisfaction is at a 12-year low. Specifically, online shopping satisfaction dropped 4.9 percent to 78, the lowest score since 2001. But the drop can’t be too much of a surprise given the customer service nightmare that UPS and FedEx experienced Read More
Industry Perspectives: Big Data – Mainstream for Most
This week, BroadSoft is continuing our new Industry Perspectives series with a recent piece by Louis Columbus, a contributor for Forbes. In the article, 2014: The Year Big Data Adoption Goes Mainstream In The Enterprise, Louis highlights IDG’s recently conducted study on big data and enterprise predictions for 2014. The most notable of results are that on average, enterprises will spend $8 million on big data-related initiatives this year. The study also mentioned that 70 percent of enterprise organizations have either deployed or are planning to deploy big data-related projects and programs. Read More
