In a recent article by Jim Tierney at Loyalty360, Jim examines the relationship between investments in consumer products and the overall customer experience. According to a Gartner report Jim references in the piece, half of all consumer product industry investments in 2017 will focus on bringing innovation to the customer experience. Perhaps even more significant, Read More
Industry Perspective: Customer Experience in the Telco Industry
This week, we wanted to share our take on a recent article from K.C. Neel, which takes a look at the evolving role – and increased use of big data – to enhance the customer experience within the cable, satellite and telecommunications industries. In markets like the US, the customer experience is vital to cable 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
Industry Perspectives: Customer Context and Adaptive Real-time Routing
This week, I’d like to highlight a great new report that echoes much of what we’ve been saying about the future of contact centers. A recent report from Donna Fluss of DMG Consulting “CRM + ACD = Personalized Service” provides further proof that Big Data is ushering in a new era of customer service and 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
How Human Variability Can Improve Contact Center Performance
As we get closer to the holiday season and the weather starts to cool, I’m reminded of the phrase, “no two snowflakes are alike.” The same rule applies to people, and that includes both agents in the contact center and the customers that they interact with every day. Each person has their own unique personality, 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
