Tag: customer experience

May 26, 2023

In the era of the Internet of Things (IoT), “smart,” interconnected devices are generating invaluable data for businesses. This data-driven approach is empowering these businesses to make informed decisions, enhancing their products and services while also optimizing their overall customer […]

May 25, 2023

Gathering information on customer experiences and how these evolve during the customer journey is lifeblood for a brand. With this data, businesses can prioritize the nurture and growth of their customer base. The Value of Customer Success Metrics It’s true […]

May 5, 2023

As we move toward a cookieless future, brands that generate value from personal data will need to change the way it is acquired. The tension between personalized experiences and privacy is increasing, and we need to be mindful of the […]

May 4, 2023

Customer experience (CX) has always been vital for the success of any business — and the pandemic has only reinforced its importance. Research from global management consulting company McKinsey shows that organizations enhancing CX can boost sales by up to […]

March 20, 2023

As organizations change course with economic gyrations, collaboration between IT and business becomes priority No. 1 for CEOs. CIO Talvis Love has weathered a tsunami of rapid and significant changes at Baxter International over the past year — with little […]

February 28, 2023

The chatbots did their job. They inspired awe, mockery and even some fear. Most importantly, they drew attention. Front-page headlines, cover stories and word of mouth caused millions to try them, leading businesses and developers to ask how they could […]

February 15, 2023

New year, new chance to improve your marketing strategies. There’s a lot of buzz around automation right now, and if you aren’t automating already, you are missing out on streamlined processes to connect with your audience. Still, CMOs will have […]

February 7, 2023

Marketers want 360-degree views of customers in order to provide them with the most enticing, personalized messaging. But to have such a comprehensive view of customers, marketers need comprehensive data from a variety of sources. However, collecting, merging and analyzing […]

January 19, 2023

Against a backdrop of economic uncertainty, the way we approach marketing and customer experience (CX) is even more important to customer loyalty. We take these important lessons from the recent holiday season and apply them for the next one. Put […]

January 5, 2023

When people think of conversational artificial intelligence (AI) their first thought is often the chatbots they might find on enterprise websites. Those mini windows that pop up and ask if you need help from a digital assistant. While that is […]

December 23, 2022

1. Don’t just automate processes; orchestrate them Every process is made up of tasks. To execute a process, you need to coordinate the execution of its tasks. Process endpoints are the people, systems, and devices that actually do the execution. […]

November 21, 2022

By using artificial intelligence (AI) and machine learning (ML), brands can analyze data objectively, improving insights and generating actionable reports that can be used to make data-driven decisions. With AI and ML, these insights are more sophisticated and valuable to […]

November 8, 2022

Exceptional customer support leads to many benefits for businesses, including reduced churn rate, increased revenue and, of course, happy customers. But with 61% of consumers reporting their customer service standards have gone up over the past year, how do you […]

August 26, 2022

Two major developments in the customer data privacy arena involving two major companies came to light this month. The first is Oracle, which is facing a privacy class action claim filed Friday as a 66-page complaint in the Northern District […]

August 25, 2022

Poor data quality is often the cause of negative experiences for customers, leads and employees. Outdated, siloed, unformatted, duplicated and otherwise bad data can be the culprit that’s ruining your customer experience. Misspelled names, inappropriate product suggestions, undeliverable messages, duplicate […]

August 24, 2022

Consumers regularly receive information that is irrelevant to their current interests or situation – and they’re none too pleased. According to a recent survey commissioned by my company, 70% of consumers surveyed said they receive mistargeted information at least once […]

July 29, 2022

If you’re an industrial business that has to comply with ISO 9001 or any other derivative of an international manufacturing standard such as TS 16949 for those supplying the automotive industry, or maybe GMP for those supplying pharmaceuticals and healthcare, […]

July 22, 2022

A significant difference exists between business-to-business (B2B) and business-to-consumer (B2C) marketing. In B2C marketing, your messaging encourages an individual to purchase a product or service. In B2B marketing, businesses targetother businesses. The automotive industry is an excellent example of B2B. […]

July 19, 2022

The wake of the COVID-19 pandemic has created monumental changes in many people’s lives. Among them, in May of 2020, my octogenarian mother moved into memory care from living on her own. While it’s been challenging, I am not alone […]

June 13, 2022

Artificial intelligence (AI) has been a mainstay of science fiction for many years. As long ago as 1872, science fiction writers depicted computers that controlled the earth — robots that challenged or aided humanity or human battles against AI machines. […]