BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

InMoment XI

JANUARY 27, 2025

AI-Driven Text Analytics and Conversational Analytics offer businesses a way to surface deeper insights from customer interactions. Measuring Success: Metrics that Matter Once youve implemented the right technologies and strategies, how can you tell if its working? And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Organizations advance to the final stage by leveraging the entire workforce and advanced technology. Therefore, a CX maturity model encourages an omnichannel, analytical approach.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? We will also explore the impact of agent authentication and conversational analytics.? Register Now. Unsure if you can attend?

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale. Let’s talk about how AI text analytics can help your business. Let’s go!

Analytics 62

Analytics Customer Service Analysis e-support 62

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Does your technology stack support the requested feature? Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools.

Feedback 509

Feedback ROI Innovation B2B 509

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

InMoment XI

JULY 11, 2023

Predictive analytics. What is predictive analytics,” you may ask. Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy. What Is Predictive Analytics?

Analytics 150

Analytics Customer Satisfaction Analysis Policies 150

ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Thematic

JANUARY 21, 2025

They use text analytics ! So, what is text analytics? Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics powered by Natural Language Processing (NLP) and Artificial Intelligence (AI) is the answer. billion by 2030.

Analytics 62

Analytics Data Social Media Analysis 62

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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 148

Ecommerce Sales Strategy Tips 148

Retently

MARCH 11, 2025

This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

eglobalis

OCTOBER 1, 2024

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. Additionally, setting joint targets for departments like IT and Operations to reduce system downtime can ensure that technological and operational efficiencies are prioritized collaboratively.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. For years, I’ve had a list of external triggers — like the introduction of a new technology or a stock market crash — that should prompt you to reexamine how your customers’ needs and expectations are changing. What is journey analytics

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Win the Customer

DECEMBER 21, 2024

As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. The modern customer expects personalized, seamless, and proactive experiences.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

QuestionPro Audience

DECEMBER 17, 2017

For a market research to have a reliable and productive outcome, understanding the roadmap of activities from the responses received from the database is a must. The consumer surveys also can be empowered with the immensely broad range of samples from panelists who special in their respective domains, be it agriculture or technology.

Survey 230

Survey B2C B2B Roadmap 230

AWS Machine Learning

JUNE 24, 2022

Building an MLOps foundation that can cover the operations, people, and technology needs of enterprise customers is challenging. Personas, operations, and technology summary. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. MLOps maturity model. Conclusion.

Roadmap 113

Roadmap Training Data Government 113

Thematic

MARCH 22, 2022

For digital products, you’ll focus on whether your idea is buildable: is the technology currently available to make it a reality? Basic Product Validation: From Product Idea to Roadmap Now that you know product validation is important, how should you go about it? Thematic is one example of feedback analytics software.

Roadmap 62

Roadmap Analytics Feedback Analysis 62

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Omni-Channel 118

Omni-Channel Financial Groups Analytics 118

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

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. This post offers insights for businesses aiming to use artificial intelligence (AI) and cloud technologies to enhance customer service and streamline operations.

Analytics 117

Analytics Self Service First Call Resolution Banking 117

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

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Retail 130

Retail Engagement Management Analytics 130

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it. Using Customer Success Analytics to Take Action. This promotes efficiency.

Analytics 83

Analytics Customer Success How To Customer Journeys 83

Thematic

MARCH 20, 2025

Analytics tools simplify this process by automatically analyzing customer feedback across multiple communication channels, eliminating data silos and revealing hidden trends. Use Analytics Tools to Process Insights With massive amounts of customer feedback, businesses need AI for themed qualitative analysis to uncover patterns quickly.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. This intermediate stage offers offers affordable solutions with limited analytical capabilities. The three stages of digital community platform evolution.

How To 52

How To Roadmap Self Service Gamification 52

Calabrio

APRIL 25, 2017

Today there are technologies that are capable of handling large quantities of data. These technologies underpin many of the largest applications on the internet. Contact center reporting technology of the future. The birth of Big Data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap Effort Score NPS 62

CSM Magazine

NOVEMBER 21, 2024

a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises. .”

Case Study 52

Case Study Roadmap Innovation Contact Center 52

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Thematic

FEBRUARY 19, 2025

Use the information in this guide to choose which is the best text analytics solution for your business. Do you require enterprise-scale analytics or a more flexible AI-driven approach? Thematic: API-driven integrations make connecting with various customer feedback sources and existing analytics tools easy.

How To 62

How To Self Service Analysis Analytics 62