Predictive Analytics & Strategy
Special Report: The FP3 Experience
July 02 by Brian CantorCustomers know what they want. More importantly, they know that in the age of customer centricity, they do not have to compromise on that demand. If you cannot deliver it, someone else will. So wha...
CCW Winter Executive Report: Contact Center Priorities for 2018
November 13 by CCW DigitalWith 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.The customer contact landscape is always changing, and no organization can precisely predic...
4 Dangers Coming in 2014 (and How to Mitigate the Risk)
December 12 by Mitchell OsakThe holiday season is a time for celebrating — and prognostications for the coming year. I’m typically an optimist, but not this time. Though many factors point to a rosier 2014, every...
Microsoft Gets Behind Predictive Analytics; Will You?
November 07 by Mitchell OsakMark Twain was foreshadowing when he said, "the past does not repeat itself, but it rhymes." Thanks to recent advances in predictive software, Big Data and cloud services, organizations now have rea...
Mistake Made in Social Media Marketing, Engagement
May 23 by Mitchell OsakSocial media marketing is a large and growing part of every company’s marketing budget and plan. Conventional wisdom says leveraging "influential" people like friends or celebrities can trigge...
Big Data: ConAgra Foods’ Recipe for Connecting with Shoppers
February 01 by Hannah HagerIn this interview, Chris Ciccarello, Senior Director Pricing and Customer Analytics at ConAgra Foods, illustrates how ConAgra established itself as a Big Data leader when it was an emerging area of...
Q&A with First Tennessee Bank: Driving Profit, Customer Satisfaction from Big Data
September 20 by CCW Digital EditorCan't listen via the above player? We've embedded a SoundCloud version of the podcast below the description: Strategic use of analytics has enabled First Tennessee Bank to "attack both sides of t...
"Moneyball" Game Changer Helps You Hit a Home Run with Big Data Strategy
September 18 by Brian CantorIf it could transform the game of baseball, imagine what it can do for your organization. On second thought, forget about imagining. Come November, the ability to revolutionize the way your orga...
The Definitive Guide to Customer Interaction Analytics
July 03 by Customer Contact WeekThis guide is a chapter from the 2012 edition of "The US Contact Center Decision-Makers’ Guide" by ContactBabel, the leading Contact Center Industry Analyst. It details how usage of Email, Ch...
The Price (Strategy) is Right: Metrics that Win Customers, Drive Profit
June 18 by CCW Digital EditorA product of man, our corporate society possesses a human desire to identify winners and losers. It is not enough to play the game—we crave constant knowledge about how we are doing—and...
Dear Major Credit Card Company: How About Getting to Know Me?
June 04 by Brian CantorDear major credit card company: if you want my business, it is time for you to actually get to know me. In this era of "Big Data" and insight-driven marketing, it is absurd to see how few brands t...
Conquering Customer Service Data Management: What Metrics You Need to Measure & How to Start
June 04 by Customer Contact WeekToo few customer service organizations and affiliated departments realize the true potential of their CRM initiatives. There are plenty of reasons that efforts fall short, but a major contributor to...
