Tag: customer experience

August 28, 2023

There’s no doubt AI customer service tools have transformed the capabilities of customer service, especially in consumer-focused companies. These days, customers want to find that answer they are looking for quickly with a satisfactory resolution to their issue — not […]

August 16, 2023

Customer reviews hold tremendous power and are capable of making or breaking even the most established brands. Positive reviews build credibility and trust, while negative reviews can deter potential customers and damage a brand’s reputation. Reviews enable customers to shape […]

July 13, 2023

The term “moments that matter” has been used to describe specific impactful steps along a customer journey within the CX world for years. But, how do you know if these moments actually matter? And what they matter to? What value […]

July 10, 2023

Consumers today have been inundated with news about the latest AI-driven technology: generative AI, conversational AI, machine learning, large language models, AI-driven search engines and AI assistants. To the average consumer, it can be daunting at best, overwhelming at worst. […]

June 16, 2023

The promise of a brighter, better tomorrow: that’s the driving factor behind technological advancements. And the promise of the OpenAI generative artificial intelligence, GPT, has a tidal wave of possibility attached to it. But with every breakthrough comes new risks […]

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 […]