Experience Matters

APRIL 4, 2018

Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More. The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®. Congratulations!

Case Study 150

Case Study Analytics Groups Study 150

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

AUGUST 12, 2024

Utilize Data Analytics: Track user interactions with data analytics to identify patterns that can inform design improvements. The company’s valuation soared from $440 million in 2018 to over $10 billion by 2021, highlighting the impact of user-centric design. billion in the same period.

User Experience 395

User Experience Case Study Financial e-support 395

Calabrio

SEPTEMBER 4, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Robin Gomez, Radial, a bpost company Share We are just a week out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville. Check out the latest from the 2018 Speaker Spotlight series.

Company 130

Company Conference Analytics Connections 130

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Training 121

Calabrio

AUGUST 24, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Tyler Dibble, LendingClub Share In the latest installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, were highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub.

Conference 130

Conference Call Center Connections Financial 130

Oracle

FEBRUARY 26, 2018

Now, in 2018, the excitement that surrounded big data has worn off. What will define 2018 are those tools and technologies that look beyond big data and start to develop much more fluid, qualitative, and ultimately human insights into how and why people shop. At the heart of this ability will be Experience Analytics technologies.

Analytics 90

Analytics Data Fashion Retail 90

Kerry Bodine

JANUARY 10, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Journey analytics is one step in the right direction. What is journey analytics ? So it’s no big surprise that our post on how to use said template is also our top blog post of 2018.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. Here’s a closer look at key AI innovations that made a splash in 2018. 2018 saw us asking tough questions about whether robots would take our jobs.

Innovation 105

Innovation Chatbots Healthcare Brands 105

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Go beyond basic analytics. It’s an interesting mix of industries at the top. That’s not the way to improve the score, either. It’s not a quick fix. You have to do the work.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

C3Centricity

MAY 25, 2020

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Get Answers.

Technology 304

Technology Analysis Data Consumers 304

Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry The customer service industry is experiencing the biggest digital shift ever - with industry leaders and pioneers scrambling to adopt automation, leverage analytics, expand channels, and integrate front office operations with back-office processes.

Trends 140

Trends Customer Service Customer Service Strategies Analytics 140

SurveySensum

FEBRUARY 17, 2025

However, tracking them manually is so 2018. Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. Image via Kapiche.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Alida

SEPTEMBER 21, 2018

Sparq’s new text analytics tool allows Cassie and her team to leverage open-ended feedback more frequently and get and analyze richer feedback. GoDaddy is leveraging a couple of new features on the Sparq platform to support this DIY approach. Don’t let CX stagnate.

Innovation 145

Innovation Feedback Customers Engagement 145

Bob Hayes

MARCH 19, 2018

Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics. Using Descriptive, Predictive and Prescriptive Analytics to Make Decisions / Take Actions.

Analytics 93

Analytics Loyalty Analysis Data 93

Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. Calabrio’s new Analytics Competition will take the place of this award, and the contest will be held onsite at C3 2019.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Esteban Kolsky

OCTOBER 16, 2018

During Dreamforce 2018 Salesforce announced the rebirth of Customer 360. This eventually leads to AI in the organization, and in the process covers advanced analytics, predictive and prescriptive, and early onset of machine learning. The new C360 s about using data, not owning, and certainly not storing.

Travel 116

Travel CRM Data Customers 116

InMoment XI

DECEMBER 2, 2018

Market Research and Analytics Companies. In addition, the company was recently named a 2018 Top Workplace by the Salt Lake Tribune. “We View Article.

Technology 150

Technology Customer Experience Analytics Report 150

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Robust analytics platforms aren’t going anywhere. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Are you following these 5 critical customer experience trends?

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Bob Hayes

DECEMBER 20, 2018

All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, artificial intelligence and machine learning tools and methods that are commonly used and even a post on the problems with the Net Promoter Score claims. Click image to enlarge. Click image to enlarge.

Net Promoter Score 81

Net Promoter Score Data NPS Analytics 81

Oracle

FEBRUARY 23, 2018

A robust Customer Relationship Management (CRM) or web analytics tool will help generate insightful data about your customer base. The post CX Tech to Grow Your SMB in 2018 appeared first on SmarterCX. So, let’s look at how SMBs can polish their CX by incorporating new tech.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. Customer Analytics. According to Gartner , by 2040, more than 40% of all data analytics projects will relate to an aspect of customer experience.

Tools 157

Tools Customer Service Chatbots How To 157

Lumoa

MAY 21, 2018

Customer-experience leaders gain rapid insights to build customer loyalty and make employees happier armed with advanced analytics. source ) No wonder, customer experience is the engine of growth in 2018. IT IT typically runs or enables running the data gathering and analytics process.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Ultrabet, a personalized bookmaker and online casino, recognized the importance of offering personalized support and started using Comm100s live chat in 2018.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Alliance by IFS

DECEMBER 10, 2018

HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan. © 2018 Astea International Inc. Read About the Award.

Management 83

Management Company Self Service Wireless 83

Thematic

OCTOBER 1, 2018

Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? What is text analytics? Text analytics is the process of extracting meaning out of text. How is text analytics used by companies? Some text analytics background….

Analytics 76

Analytics Analysis Training Feedback 76

C3Centricity

AUGUST 17, 2020

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. in 2018, once again confirming that there continues to be no "significant" growth recorded in the past seven years! The industry grew a measly 2.1%

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. There will probably be a lot of measurement this fall to set up the 2018 plan. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

Experience Investigators by 360Connext

AUGUST 19, 2020

Without robust analytics programs, data analysts, and centralized views of the customer in a Customer Data Platform (CDP), tracking these measurements can be labor-intensive. Our defined success outcomes from 2018 might seem positively silly in 2020. (Well it’s a good thing you’ve considered how to create social goals!).

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Comm100

DECEMBER 2, 2021

Between 2018 and 2020, the adoption of chatbots increased by 67%. This will all change in 2022 as more organizations make the leap to AI. Year over year, chatbot use has increased significantly as technology and AI improvements have been made. billion globally in banking. Save banks 862 million working hours.

Financial 246

Financial Trends Customer Experience Omni-Channel 246