Tag Archive for customer service

How to Improve Customer Service With Big Data

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by Angela Guess Forbes contributor Daniel Newman recently wrote, “Getting a handle on customer service is a challenge for most businesses. To make matters worse, rapidly changing technology makes customer satisfaction a moving target. Just for the record, the buyer’s journey has changed. The same things that used to motivate buyers previously have no impact…

Delivering Better Customer Experience with Big Data & Machine Learning

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by Angela Guess Forbes contributor Kurt Marko recently wrote, “Collecting, correlating and analyzing data from customer interactions across channels is the key to transforming the customer experience from nightmare to nirvana. The nexus of big data and machine learning in all its forms, including predictive analytics and even neural network deep learning, are the underpinnings…

How Banks Are Improving Customer Service with Big Data

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by Angela Guess Likhit Wagle of IBM recently wrote in Forbes, “Although 80 percent of CEOs believe they offer customers superior service, only 8 percent of their customers agree. Banks and financial services firms cannot afford to have such a discrepancy. With today’s hyper competition, market volatility, and scramble to return to pre-recession profit margins, the…

MetLife Turns to NoSQL for Better Customer Service

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by Angela Guess Doug Henschen of Information Week reports, “Developing an integrated customer view has been on the wish list at insurance giant MetLife for at least 10 years, but it recently took a fresh approach to the challenge by choosing a NoSQL database as the platform for bringing together data from more than 70…

Big Data, Better Customer Service

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by Angela Guess Sean Madden of FastCo has written an article regarding how Big Data is improving customer service. Madden writes, “Last month, I talked to Amazon customer service about my malfunctioning Kindle, and it was great. Thirty seconds after putting in a service request on Amazon’s website, my phone rang, and the woman on…

Beyond Sentiment

[Editor’s Note: This guest post is by Tom Reamy, Chief Knowledge Architect and founder of KAPS Group, a group of knowledge architecture, taxonomy, and eLearning consultants. Tom has 20 years of experience in information architecture, intranet management and consulting, and education and training software.  Tom will be presenting a tutorial, Text Analytics for Semantic Applications…

#SemTechBiz Keynote: Semantics – the B2C Game Changer (Video)

Bill Guinn, CTO Product Enablers, Amdocs Product Business Unit, delivered a keynote at the 2011 Semantic Technology Conference in San Francisco. His talk was one of the highlights for anyone interested in how Semantic Technology can be used in enterprise systems. “I truly believe that semantics can be a game changer in just about any…