InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. We will also explore the impact of agent authentication and conversational analytics.? Register Now. Unsure if you can attend? You can unsubscribe anytime.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Cross-Functional Innovation : Employees in flat organizations often have greater exposure to different departments, leading to more diverse ideas and creative problem-solving.

Customer Journeys 347

Customer Journeys Culture Leadership Effort Score 347

Gainsight

MAY 24, 2022

Product analytics and behavioral data reveal more than just our habits. Smarter Product Roadmaps, Shorter Timelines. Perhaps more importantly, product analytics also shorten the time between data collection and product innovation. In short, data validates what your customers want. . KnowWhatMakesPeopleClick.

Innovation 105

Innovation Roadmap Analytics Meeting 105

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Opportunities for innovation Rocket services over 2.6 This agile methodology allowed them to create space for exploration and innovation.

Analytics 118

Analytics Self Service First Call Resolution Banking 118

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Brands 221

Brands Social Media Roadmap Contact Center 221

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment. Have a plan.

Analytics 100

Analytics Company Contact Center Return on Investment 100

AWS Machine Learning

JUNE 24, 2022

As enterprise businesses embrace machine learning (ML) across their organizations, manual workflows for building, training, and deploying ML models tend to become bottlenecks to innovation. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. Personas, operations, and technology summary.

Roadmap 109

Roadmap Training Data Government 109

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Here, the focus is on preserving established ways of life, and individuals may feel constrained by societal expectations to conform rather than innovate.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Comm100

APRIL 17, 2018

Apart from identifying pain points that your customers are having with your brand, customer feedback can also be a source of innovation for ideas to improve customer service. Create some simple boards like “Product ideas,” “Coming up” and “Roadmap” to get the ball rolling. Craft Personal Emails. Monitor Customer Behavior.

Feedback 200

Feedback How To Roadmap Survey 200

Lumoa

AUGUST 23, 2021

Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. These analytics are always going to be crucial starting points for any type of growth, pandemic or not. Efficient analytics can help you change up your form.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Gainsight

SEPTEMBER 1, 2022

More analytics. So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. Add widgets.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

NICE inContact

DECEMBER 17, 2018

Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). Our CXone roadmap will help you set the pace with your customer experience.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Gainsight

SEPTEMBER 28, 2022

Implementing this approach requires a fresh approach to your product roadmap—because when you scale through retention and expansion, the primary goal is maximizing utility for existing customers so they’ll increase usage and be willing to spend more over time. Stay focused on stickiness. Make space for quick wins to drive advocacy.

Roadmap 52

Roadmap Analytics Innovation Resources 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Avaya

APRIL 24, 2017

This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

NetBase

OCTOBER 22, 2018

Last week we invaded the InterContinental Los Angeles Downtown Hotel , bringing together nearly 200 agencies, brands, customers, and prospects for two days of social analytics training and inspiration. The first half of Day One was all about mastering the craft of social analytics using NetBase’s various tools. After registering….

Analytics 58

Analytics Social Media Roadmap Hotels 58

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Experience Investigators by 360Connext

AUGUST 22, 2023

At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. An executive invested in the customer experience will inspire innovation and motivate their team. That’s how customer experience becomes embedded in your company’s culture.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Think Customers

DECEMBER 11, 2024

Below is a deeper, more analytical take on the original framework, enhanced with actionable strategies and insights. Is this feature central to solving the most critical customer pain points identified in our strategic roadmap? Instead, they developed a modular analytics solution, balancing feasibility with market relevance.

Feedback 52

Feedback Analytics Roadmap ROI 52

One Millimeter Mindset

MARCH 11, 2021

Does a continuous learning strategy fit into your professional roadmap? Analytical thinking and innovation. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Strategy 106

Strategy Leadership Roadmap Consulting 106

AWS Machine Learning

NOVEMBER 15, 2024

Additional integrations with services like Amazon Data Firehose , AWS Glue , and Amazon Athena allowed for historical reporting, user activity analytics, and sentiment trends over time through Amazon QuickSight. At Principal, the roadmap indicates a commitment to delivering continual innovation.

Financial 122

Financial Groups Chatbots Self Service 122

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. Are there any product roadmap points you can share? What are your current plans for Thematic?

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

Guavus

FEBRUARY 17, 2022

Because when you achieve that goal of combining innovation with a rich user experience, things that used to be perceived complicated or unreachable become fluid and easy to process. Read more on Mobile Voice Analytics: Ops-IQ Mobile Voice Analytics. Intro video of Ops-IQ Mobile Voice Analytics.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

Retently

NOVEMBER 27, 2024

Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1. A heatmap will show you.

Ecommerce 151

Ecommerce Sales Strategy Tips 151

AWS Machine Learning

MAY 30, 2024

Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. Vitech continues to innovate by partnering with AWS on programs like the Generative AI Innovation Center and identify additional customer-facing implementations.

Chatbots 120

Chatbots Knowledge Base Innovation Interaction 120

Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

Innovation 52

Innovation Transportation Telecommunications Culture 52

SuiteCX

JUNE 16, 2017

Making omni-channel work requires a significant investment in data, analytics and machine learning. Retailers will need a data and technology roadmap to help direct future investments where they will make the most difference. Now, the analytics and innovation talent is what is going to help the best retailers get ahead and succeed.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

CSM Magazine

DECEMBER 16, 2024

Tata Communications has unveiled Kaleyra AIan innovative, AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities that surpass traditional communication tools.

Communication 52

Communication Engagement Customer Engagement Competitive Advantage 52

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place.

Roadmap 63

Roadmap eBook Exercises Strategy 63

SurveySparrow

JULY 31, 2023

The answer lies in the realm of voice of customer analytics. In this comprehensive guide, we’ll explore the ins and outs of this cutting-edge discipline, shed light on its numerous applications, and equip you with the knowledge to build a successful voice of customer analytics program. What is Voice of Customer Data Analytics?

Analytics 52

Analytics Social Media CEM Effort Score 52

ShepHyken

JULY 12, 2019

Through machine learning and predictive analytics, historical data can be leveraged to create comprehensive maintenance plans. His charter also includes fostering and driving key technology partnerships as a way to accelerate product innovation.

Customer Experience 115

Customer Experience How To Roadmap Analysis 115

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. I’ve been a long term evangelist for the interaction analytics cause. It’s still going to take some time but voice and text analytics in a world preaching big data and proactive engagement has to eventually stick. Self Service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40