CustomerExperienceNews

How Amperity Uses Machine Learning To Unlock Data and Supercharge Marketing

“Nobody was using machine learning to point at the underlying consumer data to help make sense of it and bring it together,” says Matthew Biboud-Lubeck of Amperity. “We put together cloud computing that was scalable with better economics alongside a machine learning algorithm that we were pointing at the data to help make sense of …

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The Subscription Economy Is Taking Over The World, Says Gainsight CEO

“What’s happening is that the subscription economy is just taking over the world,” says Gainsight CEO Nick Mehta. It shows up for our consumer lives with Netflix, Amazon, etc. It shows up at work as well. Because of that, all of those companies just can’t afford to just sell to their customers and move on. …

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Tableau With Salesforce Supercharges Our Organizations, Says Salesforce CEO

“The third cornerstone of digital transformation is the analytics and the visualization and the business intelligence to see everything in your company,” says Salesforce co-CEO Marc Benioff. “There’s no more amazing company in that category then Tableau whose mission is to make sure that the world can see and understand data. This is just going …

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Every Digital Transformation Begins and Ends With the Customer, Says Salesforce CEO

“Every company is going through a massive digital customer transformation,” says Salesforce CEO Marc Benioff. “When you see this transformation happening it’s just incredible to watch. I mean this is as big as Y2K was for the tech industry. Every company is going through it. Every one of these major transformations is exactly that, it …

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How McDonald’s Is Using Data, Machine Learning, and AI to Accelerate Growth

“Our acquisition of Dynamic Yield has brought us a lot of excitement,” says McDonald’s CEO Steve Easterbrook. “Very simply put, in the online world when we’re shopping and we pick an item and put it into our shopping basket, any website will automatically suggest two or three things to go along with it. We’re the …

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McDonald’s Is Seriously Looking At Offering Vegan Burgers Worldwide

“We’ve got a vegan burger going in Germany at the moment on a promotional basis,” says McDonald’s CEO Steve Easterbrook. “When you look at the whole meat substitute type ideas what will be interesting for us will be to see who is particularly interested in that. Is it an existing customer who wants just an …

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If You Don’t Provide a Great Customer Experience You Won’t Survive, Says Zendesk CEO

“We definitely help companies provide great customer experiences,” says Zendesk CEO Mikkel Svane. “That is the new currency of today. You can have the greatest product in the world and you can have the greatest service in the world, but if you don’t provide a great customer experience you’re not going to survive. I think …

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We’re Enabling a New Era of Hospitality, Says Toast CEO

“We’re enabling what we call this new era of hospitality,” says Toast CEO Chris Comparato. “We’re investing heavily in R&D. This is a massive opportunity and the restaurant community is a massive market. The market is untapped and we’re in the early days of a major transformation across the entire industry. For us in many …

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The Need to Transform is Front and Center for Every C-Level Executive, Says Adobe CEO

“When people look at what’s happening with Amazon trying to get into their businesses, the need to transform is also front and center for every c-level executive,” says Adobe CEO Shantanu Narayen. “Given that Adobe’s been through our own transformation and has software they want to hear from us and they want to experience that …

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Without AI Real-Time Personalization Would Not Be Possible, Says Adobe

“How do we shorten the space between a signal that we get, say in behavioral data that we see show up either in an app or on a website, and then churn through all of the possibilities of what we could present, apply algorithms to determine what is the next best offer and next best …

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AI-Powered Conversational Bots Are Changing the Game, Says LivePerson CEO

“T-Mobile literally pulled the hold technology out,” says LivePerson CEO Robert Locascio. “Millions of customer at T-Mobile don’t have to be put on hold. There’s no press one or press two. They go straight to a person. You are messaging them. You are doing what’s natural to you. That’s really what we see as changing …

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Building the Target of the Future

“We dropped back several years ago and started thinking about building the target of the future,” says Target CEO Brian Cornell. “It really started with an investment in understanding the consumer and really understanding what they were looking for and how to build the capabilities starting with data science to really guide us through that …

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