For years, I cooked my favourite pasta dish in the same way – brown some sausage meat, add fennel seeds and chilli flakes and cook through before glazing the pan with white wine and a little lemon zest & juice. To this I would add cooked pasta with butter, parmesan and fresh parsley, coating the pasta in the sauce and serving immediately.
The flavours marry tremendously – and it’s truly delicious. About 6 months ago, I took the plunge and invested in a pestle and mortar - and created a taste sensation. Blending the fennel seeds with the chilli flakes in my new toy before adding to the sausage meat changed my dish, and my life.
In many ways, I see NICE Fizzback as the pestle and mortar of enterprise analytics.
Take simple behavioural data – the fennel seed of my analogy. Most of our clients have it in abundance – data from internal systems around customer interactions to understand their behaviour. A common example would be customer spend. For Joe Bloggs it’s not that interesting - cross-tabulated across an organisation it’s more interesting. That said, it’s commoditized, purely quantitative and fairly static.
You’ve also got environmental data – the chilli flakes in my mortar. This is data that helps us understand more about customers and customer segments – geographies, products & contracts for example.
Combine environmental and behavioural data and we have an interesting proposition – just like my very agreeable pre-pestle pasta dish. Understanding customer behaviour and the environmental context behind it is important to all organisations.
What produces a life-changing pasta dish and game-changing operational value for our clients is the incorporation of attitudinal data collected in huge volumes through our solution.
This is data taken from specific customer feedback about how they feel about something. We have quantitative and qualitative elements; agent satisfaction scores and a likelihood to recommend scores on the quant side married with a qualitative aspect – a categorized customer issue with an enriching verbatim comment for example.
Enter the pestle and mortar of CEM; it grinds up behavioural, environmental & attitudinal data and delivers a dynamic, regularly changing window into the Voice of the Customer - reflecting ever-changing customer issues, preferences & tastes against the backdrop of their behaviour and environment.
Andrew Robson
For more info on NICE Fizzback please visit www.nice.com/fizzback