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Data & Analytics

Recent Posts

Three Data Innovations Changing the Pace of Business

Business intelligence (BI) remains one of the fastest-paced areas in business. Moreover, not only is BI technology changing rapidly, but the techniques that are used to extract value from data are...

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Text Analytics Can Tell You More Than Just How Customers Feel

There is an abundance of customer feedback available from social media websites, contact center notes, surveys, and focus groups, so how do you make sense of all that feedback?Text Analytics is a...

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Four Steps to Insight-Driven Sales and Marketing in Lean Times

A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) posited that businesses can stretch their sales and marketing investments and achieve better results by, first and...

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Determining the Value of a Customer Interaction

How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...

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Voice of the Customer Data: Who Benefits From Using It and How

Customer-centric companies that want to improve their customer experiences are turning to their customers and prospects for answers. They are starting to use voice of the customer (VoC) data in...

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Why the Internet of Things Could Tear a Hole in Journey Mapping

Customer journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive hole in...

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Connecting With Customers at the Right Time in Their Digital Journeys

Customers use an assortment of digital touchpoints when researching products. These journeys aren’t linear—customers will often return to a website or another reference point to re...

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Keeping Your Customers Safe: CRM Best Practices for Product Recalls

Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...

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Answer Why Questions in the Contact Center to Improve Operations

There is an evolution happening within the contact center. Companies are moving away from simply handling volume efficiently and are beginning to answer the most important question: “Why are...

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Starting Your Big Data Journey Begins With a Lab

Big Data is everywhere. Although the jury may still be out on the ROI of Big Data initiatives, one thing is clear: Big Data has the potential to add a lot of value in almost all areas across the...

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