Sebastien Parmentier

44 Added | 1 Magazine | 7 Likes | @connexxi | Customer Data Analyst at Custics.com

The rise of predictive maintenance is upon us

In McKinsey & Company’s June 2017 report, “Artificial Intelligence: The Next Digital Frontier,” the institute writes about how artificial intelligence will induce a shift from preventative to predictive maintenance “in the future.” This is absolutely true. But it’s also true that this capability …

Leading Indicators of Customer Churn, And What to Do About It

You’ve been acquiring a ton of customers lately for your SaaS company. On the surface, this seems awesome. More customers, more money. So you throw …

Customer Experience

Customer Experience Is Not Shaped By Customer Service

Every day, contact centers around the world receive thousands of calls from customers. These customers call in when there is an issue with a product or service and hope to get it resolved. While contact centers play an important part in the overall customer experience, they are definitely not the …

Customer Experience

Why GDPR is great news for marketers and will create a more efficient data economy

<b>As things stand, we are in a situation where the immensely valuable commodity of personal data is being collected by businesses either for free, or</b> …

Personal Data

Wi-fi data could ease London Underground overcrowding

<b>Tube commuters could get more accurate travel updates using passengers' wi-fi data, Transport for London (TfL) has said.</b><p>The anonymous information was collected during a four-week trial last year and showed how people used the network.<p>TfL said it could help ensure trains are where they are most …

Trains

Connecting Customer Experience To Business Strategy: An Interview With Charlene Li

<i>Listen to Charlene Li on the Modern Customer Podcast here.</i><p>Every company wants a magic elixir that makes employees happier, profits higher, and the outlook rosier. According to leading business strategist Charlene Li, that secret sauce is growth. When a company is focused on growing, customers and …

Customer Experience

Design Sprints vs. Agile Dev Sprints – New Haircut

How and when to connect these powerful frameworks to create new products or rethink existing ones.<p>Backdrop<p>During the 2000’s, the business world …

Design

Speed up your team with a service blueprint

I’ve been working with a number of cross-functional product teams over the last year, and I’ve found there are a number of challenges which make …

Customer Experience

5 Ways to Provide Exceptional Customer Service in eCommerce - Small Business Trends

Since shopping online implies there is no personal interaction with a sales person, many customers grow frustrated if they encounter issues with the …

Customer Experience

What Is Exploratory Data Analysis?

We talk a lot about the science side of data analysis and BI — the calculations and algorithms needed to perform complex queries. Sure, a big part of …

'Analytics Harness Actionable Insights From Data For Smart Business Decisions'

Since businesses are leveraging the data to form actionable insights, data analytics firms are witnessing immense popularity. Tableau a software …

Data Warehousing

Uber Unveils New Privacy Tool That Protects Individual User Data

You might think of Uber as a ride-hailing company or a lawsuit-ridden self-driving car developer, but at its core, Uber is a big data company. It has …

Privacy

How to use predictive analytics to transform the customer journey

It’s no secret that customer expectations have changed drastically in recent years.<p>Now, more than ever, customers want to be treated not as …

Data Warehousing

How long do you have to respond to customer mails?

There are many channels that you can use to help your customers. You shouldn’t be doing support in every channels but for many companies, email is …

Customer Experience

How to find the customers that cost you dearly

Some customers are more costly to serve than others. Of course, companies prefer low cost customers to high cost ones. In some cases, brands have …

Customer Experience

Why You Need to Stop Believing the Customer Is Always Right | Inc.com

"The customer is always right" is the best-known adage about customer experience and customer service. Its origins lie in shop-keeping etiquette stemming from the rise of department stores, which of course were about selling products. The advice is offers is fine as far as it goes -- shops don't …

Customer Experience

How Postmates Optimizes Campaigns on the Fly with Real-Time Data

<b>Bill Magnuson<br>CEO and Co-Founder<br>Appboy</b><p>When delivery service Postmates rolls out a national campaign, real-time data is not a nice-to-have—it’s a …

Customer Experience

Airbus Leverages Big Data to Improve Customer Experience

Leonard Lee, vice president and head of new business models and services at Airbus Group, discusses the company's new growth areas, why they're …

Customer Experience

Building A Big Data Bridge To Customer Satisfaction

Do you remember the last truly exceptional meal you ate at a restaurant? If it stands out in your memory, it probably wasn’t solely because of the …

Advertising Industry

Follow Two Don'ts and Five Dos When Speaking With Today's Customers

Little in life has changed as much as how we communicate, so the way we talk with customers has to change dramatically, too. Two don’ts and five dos will help you stay on top of your marketing game.<p>In the 1990s, email was hip, cell phones were a premium product for a privileged few, faxes were an …

Customers

An easy fix for the airline overbooking problem

Airlines have come under severe criticism recently for how they handle overbooked flights. And several high-profile PR disasters have caused many airlines to re-evaluate their approach for ejecting booked passengers.<p>Involuntary passenger bumping is actually a data problem that can be solved quite …

Machine Learning: A New Potential in Customer Service

StartupStockPhotos / Pixabay<p>If you’re on top of the latest technology, there’s a good chance that you’re taking advantage of machine learning in your …

Machine Learning

5 Strategies for Building on Journey Mapping Success

You have finally done it! You have gotten your first Journey Maps front and center into the discussion of how to interpret the customer experience …

Prototypes

A Radical Approach to Customer Feedback: Talk to Your Customers | Inc.com

So much of our lives are spent in front of screens now that we often forget that the quickest way to get an answer sometimes is to pick up the phone. Often Google or your fancy dashboards full of metrics don't have the answers, but the guy on the other end of the phone does.<p>This preference for a …

Customer Experience

Putting Data to Work for You and Your Customers

Data defines the Digital Age. It plays an integral role in almost every aspect of our lives and has become the operative force in the evolution of …

3 Ways to Collect Customer Data to Deliver a Better Customer Experience (Without Violating Privacy)

Companies of all sizes collect information on their customers. Whether it’s contact information or tracking buying behaviours, we are constantly …

Customer Experience

Unlock the Power of Customer Data

Learn about collecting and using customer and prospect data to provide the best experience you can for your customers.<p>It’s one thing to start an ecommerce business. It’s another thing entirely to track and analyze customer behavior and make changes to optimize for better customer service and more …

Marketing

Big Data Analytics: How Marketing Personnel use it to understand their Customers

Customers are the foundation of any business. A business has no scope without its customers. Initially, knowing what your customer is like and what …

Customer Experience

Zendesk Doubles Down on Machine Learning With Guide

Zendesk Guide is a revamped knowledge base product featuring the Answer Bot, an artificial intelligence (AI) assistant, and a new, agent-focused …

Machine Learning