In the final post of our three-part series, we’ll cover the three technologies which CX leaders plan to increase their adoption of in 2019. If you missed our prior two posts, the first observed the benefits and use cases of the top three technologies CX leaders plan to adopt in 2019. The second was a […]
Customer experience (CX) is what sets you apart from the competition. While SEO plays a pivotal role in making the customer aware of your brand, SEM is crucial to delivering the right kind of message, at the right time to nudge your prospect to make that purchase. Though different strategies, SEO and SEM have to
Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a research question usually yields more impactful results than employing a narrow and focused approach. There is, of course, a place for discrete research projects that can be conducted in isolation and addressed adequately by fielding
How Data Integration Can Power Impactful CX Research Programs Read More »
By Abbas Makhdum, Director of Product Marketing, Oracle Marketing Cloud Today’s empowered customer interacts with a brand on their own terms. As a result, the traditional (i.e. linear) customer journey is dead. The brand is no longer in control and in today’s competitive environment, creating a better customer experience is what distinguishes winning companies from
CX Unity In Action – Integrating Data Silos to Unleash Greater Customer Experiences Read More »
“The customer is always right.”– Harry Gordon Selfridge, 1909 Sales is no longer a door-to-door business; you don’t get to ring the doorbell and tell customers they need you anymore. Now, they’re coming to your door, and if they don’t like what they see, they move on. So, how do you ensure they see the
4 Ways of Exceeding Customer Expectations through Intelligent CX Read More »
The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. Machine learning Image Since the inception of computers, scientists have had a strong desire to make machines understand the human language.
How NLP, ML and Deep Learning Can Transform Your CX Strategy Read More »
One of the high-priority initiatives I am seeing B2B companies adopt as we look into 2019 is transforming from being product-centric to customer-centric. From my vantage point, I see this type of transformation as one of the three BIG CMO challenges. The other two are adopting financial accountability and leading wider digital transformation. In regards
According to research by Sitecore, for every $1 organisations spend on improving the customer experience, they see a return of $3.1. Meanwhile, Boston Consulting Group (BCG) suggests brands that create personalised experiences are seeing revenues increase two to three times faster than those that don’t. Statistics like this go some way to prove the benefits
18% of companies invest in CX tech ‘based on who shouts loudest’ Read More »
Machine learning is poised to transform a huge range of industries, and fintech is at the forefront of that movement. The ability to analyse vast amounts of data and then automate decision-making processes based on the results is a huge opportunity that everyone in fintech should be exploring. Technology in the service of people At
How Simply Business used machine learning to tailor CX (& saw double digit improvement) Read More »
Predictions, trends and what to look out for in UX and CRO in the year ahead More businesses than ever are running Conversion Rate Optimisation (CRO) programmes and User Experience research are going mainstream. With CRO and UX in the limelight, what do industry experts predict will happen next? Good user experience is driven by user
UX, CX and CRO trends 2019: Digital Experience Management Read More »
