Tag: CXM

February 5, 2024

According to recent McKinsey & Company research, executives spend nearly 40% of their time making decisions. Deciphering the results of a survey of 1,200 global business leaders, they estimated that inefficient decision-making costs the average Fortune 500 company $250 million […]

January 10, 2024

So, how do you implement a customer data strategy that does just that? The silver bullet lies with harnessing the power of real-time data. With lots of headlines swarming about what truly defines real-time, let’s take a look at what […]

December 19, 2023

Understanding and mastering data integration strategies is crucial. Michael Mathias, CMSWire Contributor and CEO of digital agency Whereoware, offers invaluable insights into the complex world of data integration, providing a deeper understanding of how businesses can effectively manage and utilize […]

December 19, 2023

In thinking about macro marketing trends over the last few years, creating and optimizing customer journeys stands out. The idea is that a personalized experience journey is created for each prospect and customer that serves up the optimal content to […]

December 6, 2023

Customer experience (CX) continues to evolve at a rapid pace, driven by cutting-edge technology and the continual evolution of consumer expectations. As businesses struggle to meet the increasingly sophisticated demands of their customers, they are adopting innovative strategies that blend […]

December 5, 2023

The world continues to evolve at a breakneck pace, and the myriad of ways in which companies collect, analyze and leverage customer data is evolving at a similar speed. As a result, customer experience professionals, data scientists, and digital marketing […]

November 6, 2023

Customer experience leaders want better cross-department collaboration, empowerment as an agent of change and the ability to change company culture to become more customer-centric and establish the right customer experience model. Those are the top three reasons CX leaders gave […]

October 5, 2023

I am a big believer that business and operating models form the foundation of an organization’s customer experience. Dated models equal a dated customer experience. Let’s take a look at business transformation strategies as it applies to customer experience and […]

October 2, 2023

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors comprise the overall customer experience, including […]

September 29, 2023

The digital era has brought about revolutionary advancements in AI technology, transforming the way organizations operate and elevating efficiency to new heights. Businesses of all sizes have leaned into the power of AI to standardize processes, reduce mundane administrative tasks […]

September 26, 2023

In today’s data-driven landscape, understanding and leveraging customer information is paramount to business success. Enter the customer data platform (CDP), a solution designed to unify and streamline customer data from multiple sources. As businesses grapple with data deluge, the CDP […]

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 […]

August 11, 2023

Data is the kernel of any business in today’s evolving digital landscape, empowering organizations to make better decisions, drive innovation and provide enhanced customer experiences. However, the digital channel explosion, subsequent proliferation of touchpoints and demand for personalized experiences have […]

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 […]

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 […]