Nuances in the user experience (UX) impact the overall level of customer satisfaction and loyalty. Ask the restaurant chain that avoided losing clientele by changing the ketchup, or the airline carrier that doesn't charge for checked bags, or the car manufacturer whose cars tell drivers about the
Despite the perception to the contrary, B2B companies are plagued with many of the same challenges and issues as B2C companies. They too battle with the deluge of big data, multiple customer interaction points with their customers -- and their customers’ customer -- and the ever-changing demands of
As consumers, we’ve all been frustrated – rightfully so - when companies don’t seem to know anything about us, when we know they have the information somewhere in a corporate database. Martin Dowson is a customer experience strategist who advises major UK and international companies on how to adopt
Many companies today perceive that harnessing qualitative data is more time consuming than leveraging quantitative data. Qualitative data, however, can give insight into customer behavior that’s difficult for quantitative data by itself to uncover.
In this insightful podcast, Mike Wittenstein, one of the world's top practicing customer experience designers, explains why organizations need to anticipate customer needs – and how they can go about doing just that.
Enterprise-wide collaboration is a critical factor in creating a seamless customer experience across channels and departments. Customers say they are frustrated when companies did not know information about them which was previously given. How then do organizations rectify this problem and close
Big data and analytics are playing an increasingly large role in enhancing the customer experience. In this video discussion, data scientist, analyst and author Bob E. Hayes, Ph.D., and Stacy Leidwinger, product manager for the IBM InfoSphere Data Explorer product line within IBM’s big data
A key big data problem for business is one of linking up their disparate data silos with customer feedback data in order to identify the correlates of customer satisfaction and loyalty. By linking these sources, companies will be able to ask and answer bigger customer experience questions, embed
What's new on big data within the last two weeks? A lot of great content has been added to the Big Data Hub on all different topics and solutions. Catch up on some of the items you may have missed!
Find out where Hadoop fits in a business intelligence data strategy from IBM's Tina Grove by
In an age where product comparisons, price breaks, promotions and coupons are a pocket away and readily available, it’s easy for customers to defect. Organizations are then challenged to make data work for them instead of against them in the customer retention battle. In our #CXO Twitter chat,
Survey fatigue is a problem across organizations. People rapidly lose interest in completing them, and many customers get frustrated when they don't see their survey input create change. Given this, are surveys really needed? That's what we explored in a recent #cxo Twitter chat.
Many organizations today are attempting to apply analytics to their customer experience initiatives. Leveraging analytics, however, means a cultural evolution in terms of how analytics are used, by whom and on what data. In a recent #CXO Twitter chat, Neil Raden, CEO and Principal Analyst of Hired