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Data & Analytics

71 results
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Contributor: Zarina de Ruiter
Posted: 08/17/2017
Organisations lag behind on real-time customer engagement
Just 16 per cent of UK businesses are able to adjust their communication in real-time based on customer behaviour Nearly 60 per cent of UK businesses say real-time customer engagement can deliver a revenue increase of 10 to 40 per cent but most are failing to harness customer data to full effect, a new report by SAS has revealed. The study found Full Content »
Contributor: Zarina de Ruiter
Posted: 08/16/2017
The role of customer insight and data in 2017
New research reveals data adoption rates and the biggest challenges for the customer experience industry We recently surveyed 100+ customer experience practitioners on their usage of big data and analytics, whether they implement new tech such as machine learning and artificial intelligence, and what the biggest data challenges are for them today. Full Content »
Contributor: Seth Adler
Posted: 08/15/2017
Podcast interview with Jean Guibert on how Cirque du Soleil utilises customer data
In this in-depth interview with the creative director of Cirque du Soleil we go backstage to see how data and research help amplify their productions. EPISODE OVERVIEW: Former marketer and current creative director for Cirque du Soleil, Jean Guibert joins CX Network podcast theatre host Seth Adler today. In the interview he shares that he’s just Full Content »
Contributor: Yaniv Reznik
Posted: 08/03/2017
CX lessons from Verizon’s customer data breach
The recent headlines raise the question: how can organisations ensure they don’t lose their customers' trust as a result of a data breach? Last month a human error left the personal data of 6 million Verizon subscribers vulnerable to hackers and scammers. Names, phone numbers and, more importantly, subscribers’ pin numbers were made publicly avail Full Content »
Contributor: CX Network editorial team
Posted: 07/13/2017
The customer experience industry is filled with the chatter of artificial intelligence (AI), chatbots and other elements of the intelligent enterprise (IE); the suite of novel technologies that are changing how companies operate internally and externally which also includes the internet of things (IoT), robotic process automation (RPA), machine lea Full Content »
Contributor: Annette Franz
Posted: 07/04/2017
The future is now: take your customer data to the next level
CX blogger Annette Franz on how prescriptive analytics allows companies to make data-driven decisions outlining the best action to take I'm often asked about the future of customer experience: What does it look like? What will companies focus on this year? What advancements should we expect to see? What are the latest tools to help companies impro Full Content »
Posted: 07/03/2017
Infographic: Connecting the customer data dots
A visual insight into the rising influence of customer insight and data in today’s customer experience landscape Customer insight and data have become an imperative part of customer experience (CX) strategies. With rising customer expectations and an increasing demand for a quicker service, more channel choice and highly personalised interactions, Full Content »
Contributor: Martin Anderson
Posted: 06/21/2017
As far as Machine Learning is concerned, it's definitely the way that you say it Full Content »
Posted: 05/11/2017
customer insight survey
We're currently researching the role of customer insight & data in today's customer experience landscape – and we'd love your input.Are you enhancing your CX strategy using big data software and systems? Do you have a data and insights oriented culture within your organisation? Let us know in the survey below! Full Content »
Posted: 05/01/2017
Creating a Customer-Centric Culture Supported by Data-Driven Insights
Customer-centricity is a key part of driving customer experience excellence, but how can data-driven insights help deliver CX success? A company’s culture informs its every effort, from marketing, customer experience and outreach to the ways in which internal departments work together. In today’s competitive business environment, it’s imperative t Full Content »
Contributor: Zarina de Ruiter
Posted: 04/27/2017
3 Customer Experience Takeaways From Qualtrics Converge Europe
The biggest customer experience trends as discussed by industry leaders from the likes of Gartner and Adidas at the first European edition of Qualtrics Converge. This week saw tech company Qualtrics’ first annual summit hitting Europe. Hundreds of their customers and prospective customers within customer experience and academia attended the Qualtr Full Content »
71 results
of 7