Growth Series BLOG

Its a Premium BLOG template and it contains Instagram Feed, Twitter Feed, Subscription Form, Blog Search, Image CTA, Topic filter and Recent Post.

All Posts

Customer Experience Analytics - Developing a Customer Analytics Roadmap

Recorded - available as on demand webcast


Analytics can tell us a great deal about how your customers are responding to messaging, how they are interacting on the web site, how they consider your products and services, how well they are being served by your support organization.  In fact, they leave a trail of data everywhere they go and everyplace they have contact with the enterprise.  This “Digital Body Language” tells the organization everything it needs to know about customer wants and needs – all you need to do is collect and learn to read the data.  Of course, this is a non-trivial task and requires a number of pieces to fall into place – from customer master data to harmonization of marketing systems and processes.  There are hundreds of systems on the market that are part of the customer engagement and customer analytics ecosystem in addition to new approaches for integrating structured and unstructured information sources.  At the heart of these systems and processes are well curated and defined data sources and a core enterprise architecture for rationalizing these sources. 

In Roundtable on customer analytics, we will discuss a range of topics from governance and organizational maturity to ways to identify meaningful gaps in the technology stack and make sense of the customer engagement application ecosystem.

view webcast

Seth Earley
Seth Earley
Seth Earley is the Founder & CEO of Earley Information Science and the author of the award winning book The AI-Powered Enterprise: Harness the Power of Ontologies to Make Your Business Smarter, Faster, and More Profitable. An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. He has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance.

Recent Posts

How to Design Omni-Channel IVAs That Humans Love To Use

During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.