Data & Analytics

100 results
of 10
Contributor: Zarina de Ruiter
Posted: Mon, 04/09/2018
Security
Industry survey on data security launched to uncover understanding and awareness across CX. With numerous stakeholders responsible for ensuring data security within an organisation, how far have those within customer experience come in safeguarding the brand against attacks? Why should CX teams be cyber aware? And what challenges and regulations... Full Content »
Contributor: CX Network
Posted: Mon, 02/19/2018
journey
In 2018, understanding your customers’ journeys as they interact with your brand across touchpoints and channels is paramount for driving optimal business results. But with so many disparate channels, tools and data sources accomplishing this can be a near-impossible task (with traditional analytics methods and tools, that is). In this... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 02/12/2018
Thierry Derungs
The CDO of BNP Paribas discusses industry trends such as AI and digital transformation and how they’ve impacted their strategy. Thierry Derungs is Chief Digital Officer at BNP Paribas. In this interview he answers the following questions:What does your role as Chief Digital Officer at BNP Paribas entail?There is a huge amount of chatter around AI... Full Content »
Contributor: CX Network
Posted: Thu, 02/08/2018
analytics
This lookbook spotlights the coolest, most out of the ordinary and spectacular projects and results achieved by the Convergys Analytics team in a single year. Download the report for case studies on:Feedback fantasticSocial savvyBurn churnChannel challengePredictive powerSuper sleuths Full Content »
Contributor: Katie Sadler
Posted: Mon, 01/22/2018
data
One of the biggest obstacles for CX leaders is how to turn data into actionable insights. Respondents to our recent survey for The Big Book of Customer Insight, Data & Analytics 2017, revealed the biggest data challenges hampering CX success and provide top tips on overcoming this roadblock. Full Content »
Contributor: Daniel Smith
Posted: Wed, 01/10/2018
voice AI thumb
The past year has seen AI-powered voice assistants go from a fad idea to a mainstream household item, writes Fireworx's Daniel Smith Full Content »
Contributor: Zarina de Ruiter
Posted: Wed, 12/20/2017
Enda Ridge
Enda Ridge is the Head of Data Science and Algorithms at one of the largest supermarkets in the UK and the author of Guerrilla Analytics – a practical approach to working with data. He is an accomplished data scientist who sets up and grows data science teams to help businesses leverage data to stay competitive. Ridge’s experience spans 15 years... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/18/2017
CX predictions
It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with senior practitioners... Full Content »
Contributor: Zarina de Ruiter
Posted: Wed, 12/13/2017
Memorable quotes video
Earlier this month we launched the 2017 edition of our annual Big Book of Customer Insight, Data & Analytics. To provide a snapshot of the report, we’ve created a short video with some of the most memorable quotes from our host of expert contributors. Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/11/2017
Jo Boswell
Interview about the journey to personalisation at scale at British Airways, and the fundamental role of data and analytics that helped them along the way. Jo Boswell is the former Head of Customer Value Management for British Airways. She led analytics teams for the last 15 years and has championed better use of data and insight to drive the... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/04/2017
The big book of customer insight, data & analytics 2017
An in-depth insight into the customer data landscape and the trends and developments that impact customer experience Following hot on the heels of our CX Network Live: Data & Analytics online event, this year’s The Big Book of Customer Insight, Data & Analytics draws upon research of over 300 customer experience practitioners who shared... Full Content »
100 results
of 10