Customer analytics News
December 14, 2016
Bluewolf co-founder Eric Berridge looks at customer experience management in 2016, predictive analytics challenges and why customers must be at the center of your strategy.
May 22, 2015
Zuora aims to help providers better understand their subscription customers, while Cornerstone presents predictive analytics and platform as a service.
April 06, 2015
MGM Resorts uses customer analytics to dispel a long-standing myth on how to deliver good customer service to the digital customer.
May 16, 2014
English: eBay Logo (Photo credit: Wikipedia)What can we learn from companies such as eBay and Amazon? These internet businesses are at the cutting edge of technology.The recent Gartner CRM summit ...
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While the technology of customer data mining continuously improves, organizations still need the human factor of customizing system outputs to drive business goals. Continue Reading
Customer service is arguably as important as sales in the enterprise when it comes to maintaining and expanding the business; here's how analytics can help. Continue Reading
Predictive analytics is an old concept finding new life with software that can gather information on customers, predict interests and actions and support better business decisions. Despite established uses for the concept itself, companies using predictive analytics software face numerous challenges.
Most data analysis can't yet be automated, for example. And while social media is in the future for predictive analytics software, incorporating it is an unwieldy process at present. This three-part handbook looks at some of the opportunities and obstacles predictive analytics software faces. The first two articles take an in-depth look on social media listening; the concluding article examines the usefulness of predictive lead scoring. Continue Reading
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Analytics can be vital to optimize contact-center and agent performance. UC expert Jon Arnold explains two analytics use cases and the key metrics to measure in the contact center. Continue Reading
Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress. Continue Reading
The right CRM platform and marketing automation tools can give your organization a boost, not just in sales and marketing, but in every area of your customer engagement strategy. Continue Reading
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Supply chain partners that look for ways to share data have a far better chance of successfully predicting customer demand and other variables that lead to success. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
Once upon a time, marketing and sales departments considered customer data analytics capabilities a nice-to-have but not very well understood shiny new toy. That's all changed. Today's highly competitive marketplace demands that successful companies differentiate themselves from the pack in more complicated ways. Data analytics strategies are seen as the lifeblood of effective marketing and sales campaigns designed to not only identify, target and convert prospects into customers, but also ensure brand loyalty with superior service that enhances the customer experience.
Miner Corp., a loading-dock services company, depends heavily on fulfilling its service-level agreements in a timely manner, yet the company's human-driven process of dispatching field service technicians was in disarray and compromising SLA requirements. By automating the dispatch process with an application that embeds customer service analytics into another application that manages customer data and services issues, Miner was able to shave significant time off each of about 300 daily service requests. "Today, we don't rely on tribal knowledge. It's all systematized," CIO Mirza Chughtai said.
Also featured in this e-book chapter by Executive Editor Lauren Horwitz is travel website company TripAdvisor, which capitalized on customer data analytics by using several business intelligence tools to gain insight into its users and the pathways they choose while on the site. In the process of improving browsing efficiency and converting more user pathways into sales, TripAdvisor also managed to reduce worker headcount by 70%. "With automated tools, you need fewer people and you make the people you keep more productive," noted Eric York, who handles the company's revenue optimization.
Yet, there are hurdles along the way to achieving a unified customer experience, especially as companies struggle with integrating incoming data from multiple communication channels. One analyst still sees most companies' attempts as trial-and-error. Find out how the data analytics strategies of Miner and TripAdvisor overcame those obstacles.Continue Reading
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Azumi Mobile, a smartphone manufacturer, takes advantage of software from DeviceBits to merge AI, machine learning and predictive analytics to overhaul its customer experience journey. Continue Reading
In some organizations, corporate lawyers are tasked with protecting data from analytics abuse. But they need to avoid tying the hands of data scientists. Continue Reading
King Digital Entertainment was losing players of "Candy Crush Saga" at an early stage in the online game -- a problem it solved with help from a customer data analytics project. Continue Reading