Will big data displace net promoter score as the preferred touchstone of customer satisfaction?
Have you heard the term ‘data management platform’? No, well read on because, according to software giant Oracle, data management platforms (MDPs) are the cornerstone of a collaboration between advertising technology and marketing technology, and represent “the perfect combination to help marketers deliver great customer experiences and more effectively drive revenue for their businesses.”
Last week we looked at how The Internet of Things (IoT) — the growing trend to have widely deployed sensors communicating data to computer systems that make decisions based on that data — would likely change the way many goods are sold and supported by enabling the supplier to constantly monitor the product and convert a one-off sale into an ongoing service relationship.
American author Mark Twain famously responded to a premature obituary by saying: "The report of my death was an exaggeration.” The same could be said of the call centre, or should that be the contact centre?
Software company SDL surveyed almost 800 customer experience management (CXM) decision makers and influencers, and asked them: “How would you define ‘Customer Experience Management’?”
The Internet of Things (IoT) — the growing trend to have sensors in everything communicating data to computer systems that make decisions based on that data — is tipped to be a greater disruptive force than the Internet has been. No area of endeavour will be spared: customer service included.
Research commissioned by Opus Research and published in its report, Sequencing the Omnichannel Customer Conversation suggests that customers now regularly use four of five different channels in their engagement with suppliers. The relevant importance they attach to these and how they shift from one to the other creates a bewildering array of options that customer experience professionals have to cater for.
Australia has emerged as a clear leader in an annual survey of senior marketing executives across Asia.
Forrester Research says that a profound change is sweeping through the contact centre industry: where once experienced agents were fonts of knowledge, able to answer the majority of customer information requests 'off the cuff' they increasingly expect to access that information from repositories available through the system.
A new study claims to have uncovered a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
- Customers like live chat
- Sweat the small stuff to avoid customer experience failure
- Reinventing loyalty programs for the digital age
- Millennials hold the key to customer experience
- In search of the cohesive customer journey
- Hot call centre stories of 2014
- Premier promotes Skype for Business
- Marketeers anticipating transformation
- Business intelligence must be distributed, says Gartner
- Should Net promoter score be promoted?
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