Customer experience management can be compared to finding a needle in a haystack. Yet, it’s actually much more challenging—akin to tracking handfuls of needles in a mountain of needles. See how organizations can effectively measure, track and manage subscriber performance in real time.
Customer relationships built on loyalty and trust are extremely important for wealth management industry organizations. Advanced data and analytics help financial institutions drive tangible business results based on retaining long-term customers and understanding their behaviors, needs and
The energy sector has conventionally been focused on operational goals such as the need to ensure compliance, decrease asset downtime and manage the workforce. However, their customers are more empowered today—they demand more from their interactions with energy companies. Customer satisfaction can
As the energy and utilities industry undergoes a consumer-centric shift, how can organizations remain among the best in their class? In an industry in which customer satisfaction has become a pivotal competency, discover how you can meet the needs of your increasingly empowered customers.
Net Promoter Scores often reveal levels of customer dissatisfaction with communications service providers. Discover two advanced analytics solutions from IBM that enable innovative analysis for keen insight into the customer experience.
Like any services industry, insurance companies achieve successful outcomes by building customer loyalty and trust. Advanced data and analytics help insurance companies develop retention by gaining key insight into policyholder behaviors, needs and preferences.
Customer service in communications organizations is often based on archaic models. The time is ripe for a new model that applies predictive and real-time analytics to reveal hidden patterns in data, which in turn can be used to transform service calls into positive customer experiences.
Traditional indexes and measures of customer satisfaction can be good ways to determine how satisfaction for services varies over short time periods, but a Net Promoter Score approach offers an even deeper look into how a customer feels holistically about the service.
The recent controversy over the ethics of Facebook's attempts to influence moods through tweaks to its newsfeed algorithms is overblown. Essentially, Facebook data scientists conducted one of many real-world experiments that are standard operating procedure with them and with most online businesses