Tag: CXM

May 18, 2023

Speech analytics plays a vital role in understanding customer interactions, intent and sentiments. By using artificial intelligence (AI) and natural language processing (NLP), speech analytics platforms are able to detect emotions, stress and audio patterns in a customer’s voice. Speech […]

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 […]

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 […]

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 […]

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 […]

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 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 […]

May 16, 2022

Data is the new currency in the age of digitization. The exchange of which creates a win-win situation for tech companies to provide personalized experiences for netizens. After visiting an ecommerce website, you might have noticed platforms like Reddit, Facebook […]

May 9, 2022

In the new book The Digital Mindset: What It Really Takes to Thrive in the Age of Data, Algorithms, and AI, by Paul Leonardi and Tsedal Neeley published by Harvard Business Review Press and out on May 10, the authors […]

April 26, 2022

“The bottom-line impact of improving customer engagement at every touchpoint is significant,” stated Hiver in its company blog. It backed up this claim with data from Constellation Research, which found that better engagement can increase cross-sell revenue by 22%, up-sell […]

April 12, 2022

A couple of weeks ago, I had the opportunity to interview Sharon Kratochvil, global data & analytics executive for Capri Holdings Limited. Capri Holdings is a global fashion luxury group, consisting of iconic brands (Michael Kors, Jimmy Choo, Versace) that […]

March 23, 2022

HubSpot, a Cambridge, Mass.-based provider of CRM, sales and marketing software, confirmed that hackers targeted customers in the cryptocurrency industry in a cybersecurity attack reported March 18, 2022. The “bad actor,” as HubSpot reported, compromised a HubSpot employee account. The […]

March 4, 2022

As the online world continues to evolve, businesses have found success in utilizing tracking tools to guide marketing tactics and build their platforms. There are many components to online tracking, the most popular of which include cookies and tags. Cookies […]

February 17, 2022

Who would have thought: data transfer has become the data privacy compliance hot potato. A declaration by the Austrian Data Protection Agency that Verlags AG and Google violated the European Union’s GDPR raises the stakes for a major conflict of […]

February 15, 2022

Customers continue to demand more personalized experiences, even leaving brands that fail to provide the level of service they expect. But at the same time customer expectations are rising, the data privacy demands that eschew third-party data harvesting and identity […]