Media Center

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FedEx TechConnect's Larry Midyett discussed the intersection between customer analytics, customer service metrics and coaching strategies.

When you need to set a vision for your organization, or get people to think more creatively, or give tough feedback, or lead change, or make recommendations that really stick, or inspire your team, or define the culture and values in your group, you'll have the most success if you...

We surveyed our database of global marketing, analytics, customer experience and customer insights professionals to see how they answered the following questions: What is the most effective method of gathering customer insights? What is the biggest barrier to making insights actionable? What will your main customer insight initiative be over...

We interviewed four of the experts speaking at Customer Intelligence in Action about their favorite strategies, new analytics tools and impressive success stories. The four experts are:  • Ryan Dirkmaat, Director, Consumer Affairs & Global Insights, Clorox  • David Levine, VP of Informatics, University Healthcare Consortium   • Brian Schmucker, Director,...

This report investigates what organizations doing to determine what customers want? What are they doing to transform that insight into strategy? What are they doing to transform that strategy into action? What are they doing to measure that action? What are they doing to turn that measurement insight into a...

Do you know why certain Customer Analytics initiatives are more successful than others? McKinsey & Company surveyed 418 senior executives to determine why and this infographic examines the key points they identified.

E-commerce companies have a host of customer information at their fingertips—some more so than others. Eric Rasmussen gets to dive into such data on a daily basis. As VP of Consumer Insights at Chicago-based Groupon Inc., Rasmussen leads global research for the company and brings more than two decades of...

According to new findings from Nielsen, industries are largely unprepared to meet the needs of aging consumers. Across brand marketing and advertising, fast-moving consumer goods retailing, finance, housing, transportation and other industries, this latest research sheds light on significant gaps between the products and services currently available and what consumers...

In this in-depth presentation, Todd Hale, SVP, Customer & Shopper Insights, Nielsen, shares some great insights on brand trends, pricing vs. value, digital shopping, connecting with customers and experiential retailing.

Technology is the lifeblood of the contact center. From fundamental telephony, automated call distribution and customer relationship management systems to innovative solutions for gamification, omni-channel communication and customer insight management, technological systems are the framework on which the customer experience is built. Thanks to a combination of proprietary market research...

Karen Mangia is the Senior Director of Cisco's Listening Services Center of Excellence, which leads Cisco’s Global Voice of Customer, Partner and Field portfolio. She and her team drive customer, partner, and Cisco success through connected listening and insights that shape Cisco’s direction, strategy, investments, and closed-loop process. 

What's in store for U.S. retail in 2016? By integrating research across its proprietary products, Nielsen developed a forward-looking view of the retail environment encompassing trends in channels and formats, media and communication methods, as well as the impact of consumer trends such as an increasingly aging and ethnic population,...

What can social analytics do for you? It is not enough to merely have a social presence. You need to strengthen your social media analysis in order to ensure that you’re proactively mastering the social world instead of being dragged along with it. Yes, social media can be used as...

Nesrin Umur, Analytics Leader at GE Capital, shared this presentation at last year's Customer Analytics & Intelligence Summit.

The not-so-Great Recession turned into a windfall for private label, stimulating consumer interest in and directing retailer focus on store brands. But since the end of 2008, private brand share growth has flattened as brands stepped up their promotion support and innovation efforts.

Gil Roeder, Director of e-Business at BlackRock Inc., shares how he made it his digital marketing team's goal to efficiently combine aggregate data in order to drive continuous process improvements throughout the organization.

Eric Rasmussen, VP of Market Research at Groupon discusses customer research in the tech sector, while Chris Jones, Chief Product Officer of Beartooth Radio talks about communicating off the grid. This interview was conducted by Todd Nevins from icrunchdata.

Find out how to balance the goals of setting expectations, laying the groundwork for long-term success, and providing early insights to demonstrate value - all within a reasonable time frame via Jim Porzak, Senior Data Scientist, Viadeo.com.