by Annette Franz | Dec 5, 2019 | big data, customer experience, customer service, data, Uncategorized
Today I’m pleased to share a guest post by Vaishali Gopi with Freshworks. Data, analytics, surveys, IoT, artificial intelligence, and automation are the new leading buzzwords in retail and customer service. But what is the point of having all this data about our...
by Annette Franz | Dec 13, 2017 | action, analytics, big data, customer experience, dashboards, data, feedback, surveys
Image courtesy of Pixabay”Data is just data until you do something with it,” right?That statement has plagued companies for a long time and for a variety of reasons – not the least of which is that they just don’t know what to do with the data: how...
by Annette Franz | Mar 4, 2016 | analytics, big data, constituencies, data, voice of business, voice of customer, voice of employee, voice of market, voice of partner
Image courtesy of PixabayDo you know about the biggest problem with VoC today?Why do we listen to customers and other constituencies today? To learn. To understand.We can’t transform something we don’t understand. We listen. We understand. We transform the...
by Annette Franz | Sep 24, 2015 | analytics, big data, customer experience, data, insights
Image courtesy of PixabayToday I’m pleased to share a guest post by Paul Laughlin.Different businesses continue to use the term “Customer Insight” to mean different things.In our poll of over 100 customer insight leaders, only half considered data management or...
by Annette Franz | Jul 10, 2014 | big data, customer experience, data, voice of customer
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience?”Big data” has been defined in many different ways...
by Annette Franz | Mar 18, 2014 | big data, customer experience, voice of customer
Image courtesy of PixabayHow do we take all the data we have and make some sense of it? Continuing my CEM Toolbox series, today I’m sharing some tools to inventory and to bring your disparate data and data sources together in one place, to facilitate achieving...
