Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Keep contact center KPIs simple Information overload is a very real risk when leveraging data and analytics.

Contact Center 52

Contact Center Analytics Report Data 52

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Brandwatch CX

JULY 6, 2022

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. But if you’re looking for a free Twitter analytics tool that can do more, this list will come in handy. That being said, let’s take a look at some of the best free Twitter analytics tools currently available.

Analytics 140

Analytics Tools Analysis Travel 140

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

ECXO

DECEMBER 25, 2024

Innovate Based on CX Insights What to Do: Use customer feedback and data analytics to identify gaps and develop new products or services. Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI. Experiment with new approaches to exceed customer expectations.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. Get the full story of Omega World Travel’s technology journey in our webinar, Alexa, How are My SLAs Doing?

Travel 193

Travel Contact Center Innovation Analytics 193

AWS Machine Learning

APRIL 30, 2024

To address these issues, we launched a generative artificial intelligence (AI) call summarization feature in Amazon Transcribe Call Analytics. You can also use generative call summarization through Amazon Transcribe Post Call Analytics Solution for post-call summaries. This reduces customer wait times and improves agent productivity.

Analytics 116

Analytics Customer Service Call Recording Contact Center 116

Gainsight

MAY 12, 2022

That’s why product analytics is a razor-sharp tool for product leaders. Product analytics is the machete that you can use to slice through the thickest feedback and shape your product growth strategy. In this article, we lay out the five ways product analytics enhance your customer’s experience and make your job easier.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

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

InMoment XI

JULY 26, 2024

Travel : Recognizing the key moments within a customer’s experience, ensuring expectations are met, and encouraging others to book. Analytics and Reporting: A good service should provide detailed analytics and reports on your online reputation.

Brands 195

Brands Management Social Media Competitive Advantage 195

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. To learn more, visit Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. The following diagram illustrates the solution architecture.

Analytics 117

Analytics Self Service First Call Resolution Banking 117

BirdEye

JANUARY 24, 2025

But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. According to an American Express study, 75% of travelers turn to social media to research and find inspiration for their next trip, surpassing even recommendations from friends and family.

Social Media 52

Social Media Hotels Strategy Marketing 52

CX Journey

MARCH 21, 2018

Be sure to factor in their time, materials, resource, and travel needs and expenses. CAB meetings: be sure to factor in moderator fees, graphic recorder fees (if any), location fees, materials, food and beverages, any travel expenses you might incur yourself or reimburse for attendees, etc.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CSM Magazine

NOVEMBER 12, 2024

The answer for publishing organisations may be found by following this simple three-step approach to rethinking customer retention: Step 1: Understand Your Customers with Subscriber Analytics The first step to improving retention is knowing your customer base. About the Author David Ainsley is AVP Publish & Travel at Firstsource.

Customer Retention 59

Customer Retention Competitive Advantage Analytics Travel 59

Win the Customer

DECEMBER 23, 2024

Example: A travel booking platform could use AI to analyze a customer’s past travel preferences, budget, and current interests to suggest personalized vacation packages, offer exclusive deals, and provide proactive support for common travel issues.

Customer Service 59

Customer Service Social Media e-support Travel 59

TechSee

NOVEMBER 20, 2018

This includes : Labor: Technician wages, un-billable travel time, administration. Vehicle: Fuel, maintenance, insurance, depreciation. Opportunity-cost: Technicians unavailable for revenue-producing activities. Data Analytics: From reactive to predictive response. Better CX at lower cost.

Innovation 153

Innovation Technology Self Service Call Center 153

Thematic

FEBRUARY 24, 2025

Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. Let’s go! One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ECXO

JUNE 11, 2023

Choose the right metrics to measure success – measuring success through analytics will help you identify areas where you can improve the experience. Measure the impact of improvements Define your goals – set one or two goals that you can link to CX investment. Are you looking to increase referrals or repeat business for example?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

AWS Machine Learning

JUNE 21, 2023

The Live Call Analytics with Agent Assist (LCA) open-source solution addresses these challenges by providing features such as AI-powered agent assistance, call transcription, call summarization, and much more. Chris lives in Sacramento, California and enjoys gardening, aerospace, and traveling the world. We’ve all been there.

Analytics 90

Analytics Contact Center CRM Entertainment 90

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Some text analytics tools will output a derived CSAT or sentiment score, which you can use as an overall measure of this part of the journey.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ijgolding

NOVEMBER 25, 2014

I travel regularly with Virgin trains – their Wi-Fi has not worked properly for the last couple of years – it is Soooooo frustrating!!! Essentially, Lisa helps to put in place a Social W-Fi and Analytics solution. What is even worse is when we are lured in to thinking we can access it, only for our hopes to be dashed!

Social Media 212

Social Media Hotels Entertainment Retail 212

AWS Machine Learning

NOVEMBER 3, 2022

We also look into how to further use the extracted structured information from claims data to get insights using AWS Analytics and visualization services. We highlight on how extracted structured data from IDP can help against fraudulent claims using AWS Analytics services. Amazon Redshift is another service in the Analytics stack.

Insurance 90

Insurance Analytics Industry e-support 90

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. Starting with a robust and mobile-responsive website, customers seamlessly transition to the travel-planning site, as well as the My Disney Experience tool. Data analytics: 53% of executives are not yet treating data as a business asset and 52% admit that they are not competing on data and analytics.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

Thematic

SEPTEMBER 14, 2023

Both Booking.com and Expedia are popular travel booking sites. They each have apps that handle all sorts of travel arrangements, including booking flights, hotels, car rentals, and vacation packages. I've travelled fairly extensively, and used both of these apps. After all, it is their core purpose.

Travel 62

Travel Hotels Comparison Analysis 62

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. Extra hotel nights were booked, an additional dinner was prepared, and we coordinated safe transportation once airlines were cleared for travel. Here are some of the ways that this year’s analytics competition contestants did just that.

Connections 147

Connections Contact Center Analytics Travel 147

AWS Machine Learning

FEBRUARY 14, 2024

We build a personalized generative AI travel itinerary planner as part of this example and demonstrate how we can personalize a travel itinerary for a user based on their booking and user profile data stored in Amazon Redshift. This solution contains two major components.

Chatbots 136

Chatbots Travel Hospitality Data 136

Kayako

MAY 11, 2017

If you’ve established a foundation of loyal customers, you can use predictive analytics and customer relationship management systems to anticipate effective ways of reaching new prospects in the future. Predictive analytics looks at the actions both you and your past customers have taken at different stages of the customer journey.

How To 248

How To Case Study Customers Industry 248

BlueOcean

SEPTEMBER 30, 2018

The more mundane details of the SOW should be included here too: from billing and payment specifics, travel expenses, and term agreements to warranties, liabilities, insurance, compliance, and confidentiality. Leverage Reporting, Analytics to Elevate Partnership. It also holds everyone accountable to the role they’re supposed to play.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 76

Analytics Management Policies Comparison 76

TechSee

DECEMBER 21, 2020

Monitoring on-shelf availability and visibility can be a real problem when there’s no one around to detect the blind spots, and having area managers spend long hours traveling from store to store to verify and approve inventory placement is not ideal. Taking vision to the next level with Visual Augmented Analytics.

Self Service 152

Self Service Management Consumers Analytics 152

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. Analytics and Reporting Features Prioritize AI software that includes robust analytics and reporting tools.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

TechSee

OCTOBER 23, 2018

Customer Analytics. According to Gartner , by 2040, more than 40% of all data analytics projects will relate to an aspect of customer experience. Easyjet used customer data to build personalized stories, such as when and where the customer first traveled with easyJet, and where they might like to go next.

Tools 157

Tools Customer Service Chatbots How To 157

Storyminers

JULY 7, 2020

Machine vision, predictive analytics, interactive tech, responsive digital displays, and many other once futuristic visions have become common in just a few years. Video analytics and labor planning tools are matching staffing levels with customer volumes throughout the day. He travels practically everywhere from Atlanta.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Thematic

DECEMBER 9, 2019

I still remember one time my husband and I travelled from New Zealand to Singapore with our two little kids. We were on our way to do a European work and travel adventure and decided to spend a few days in Singapore. The intuitive answer is no, since their industry is hospitality / travel. Analytics is huge in the tech world!

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

AWS Machine Learning

MARCH 8, 2023

In this post, you will learn how Marubeni is optimizing market decisions by using the broad set of AWS analytics and ML services, to build a robust and cost-effective Power Bid Optimization solution. When Narcisse is not building, he enjoys spending time with his family, traveling, cooking, playing basketball, and running.

Analytics 90

Analytics Marketing Training Data 90

AWS Machine Learning

JANUARY 7, 2025

He is passionate about enabling organizations to transform transform their business, using advanced analytics and AI. When Narcisse is not building, he enjoys spending time with his family, traveling, running, cooking and playing basketball. He helps customers in the Northeast U.S.

Effort Score 104

Effort Score Policies Knowledge Base Metrics 104