Tips to using analysis to help interpret customer intelligence
Do you conduct analysis to accurately interpret the customer intelligence you gather? Here are some tips to consider when using analysis:Make sure you are clear on what issues or problems you are...
View ArticleThree tools to help customer-facing teams drive results
The following tools make it easy for customer-facing teams to identify if there are issues that need to be addressed or opportunities to leverage:Predictive Analytics: Predictive analytics help teams...
View ArticleEMC - A company that gets it
When it comes to the application of customer experience strategies, companies tend to fall into one of three camps:Customer experience, huh? These companies are clueless. They don't understand why a...
View ArticleBeware, predictive analytics can make you look like an idiot
If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are wrong. In their mind, you (or your model) will...
View ArticleTurning insights into change
Embedding insights you have learned into change involves having a technology infrastructure, analytic talent, and organizational commitment to implement or adapt systems or processes that people use to...
View ArticleCustomer Experience Analytics - The Next Generation
This week, Walker is out in Las Vegas with EMC, a leading cloud computing, big data and IT solution provider, who are hosting their biggest annual gathering of customers and partners - EMC World (if...
View ArticleCustomer Voices Inform VOC Roadmaps
If you’ve read my other blogs from EMC World this week ("To Boldly Go Where No CX Program Has Gone Before" and "Customer Experience Analytics - The Next Generation"), you’ll have seen that EMC’s Total...
View ArticleTime for a talk with your survey?
Surveys have long been the standard for gathering customer insights. And with good reason! They are easy to issue, a great way to obtain feedback, secure ratings, establish performance benchmarks, and...
View ArticleExtraordinary CX
Walker recently hosted a summit of Customer Experience professionals - a chance for CX leaders to come together to learn and share best practices. The theme of the event was Extraordinary CX. As CX...
View ArticleSelf-driving cars and your CX program
The era of self-driving cars is quickly approaching, with some experts estimating that 10 million vehicles with self-driving capabilities will be on our roads by 2020. Google is the most famous...
View ArticleCustomer Magic in the Digital World
Customers expect more from us today than ever before. In some ways they expect magic. Fueled in part by experiences we all enjoy as consumers, the expectations of companies in the business-to-business...
View ArticleFive recommended ways to use surveys
The use of the survey will always be a crucial way to learn and gather information about your customers. However, it should be done in a thoughtful manner. Here are five recommended ways to use...
View ArticleThree examples of predictive analytics
Predictive analytics leverages a variety of techniques that use current and historical data to make predictions about the future. Predictive analytics has tremendous value for customer experience...
View ArticleReducing Friction to Deliver a Personalized Experience
A few months ago I was asked to contribute my point-of-view on a keynote address, and eventual Viewpoint for Leaders document, by EMC's Kevin Roche titled "Unlocking Customer Intimacy Through Big...
View ArticleFour tips to align CX with your senior leaders
Customer experience professionals can benefit from understanding how their leaders view the impact and value of customer experience. Secure a strong connection to ensure that the full benefit of your...
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