customer experience

Model, Measure, Validate and Optimize Your Way to Customer Journey Success

PHOTO: Rowan Heuvel The “customer journey.” Marketers, salespeople and business leaders like to throw this term around without much thought and without a holistic view of what it entails. Marketing departments own one part of the “journey,” while salespeople own another. And with each group working in its own silo, there’s no concerted effort to create a true end-to-end experience for customers....

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How Thick Data Helps You Build Emotional Connections With Customers

PHOTO: Alex Holyoake In today’s data-driven world, marketers amass immense amounts of customer information through numerous sources such as analytics, CRMs and loyalty programs — all of which provide plenty of quantitative data about customers. This type of data offers the when, where, what and how of your customers’ interactions with your experiences. But critically, it does not provide the why....

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Navigating a Course to Better Customer Relations

PHOTO: Joseph Barrientos $1.6 trillion: That’s not the GDP of a nation. According to Accenture, it’s the amount of money businesses in the U.S. lost in 2017 due to customers switching to their competitors because of poor customer experiences (CX). As competitive pressure increases, businesses need to set themselves apart — and a superior CX will do the trick. Of course,...

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3 Ways to Sweeten the Employee Experience

PHOTO: Jahsie Ault I’ve always been a strong believer in the old adage that an organization is only as good as its people. The people are what bring a culture together and truly make it what it is. If you were to ask any of the top organizations what their No. 1 asset, differentiator or core strength is, you would likely hear...

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Why Machine Translation Matters in the Modern Era

PHOTO: Kyle Glenn We live in an era when people have access to more information than has ever been available in the history of mankind. The implications of this are so significant that it is worth considering some context to gain a full understanding of the current situation. In 2012, the Encyclopedia Britannica announced that, after 244 years, it would no longer...

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What Is a Neural Network and How Are Businesses Using Them?

PHOTO: Marius Masalar To understand what a neural network is, it helps to first understand what machine learning is. Machine learning is a type of artificial intelligence where data is collected and used to understand the behavior of a particular process and then predict how that process will act in future settings as the system is continually fed new data. A neural...

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How to Get What You Want From Analyst Relations

PHOTO: rawpixel It matters less what you say than what others say about your company or product. While marketers have been preaching this for decades, the definition of who the "others" are has varied over time. Others used to mean tier one print media outlets, news channels and industry analysts. Today, the focus is on customers, thought leaders and subject matter experts...

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5 User Interface Mistakes That Drive Customers Away

PHOTO: Joshua Ness When it comes to website and app design, user interface (UI) is king. After all, your users see the UI first and they will continue to interact with it on a regular basis. Website users value the user interface so much, a typical visitor will form an opinion about your website within 50 milliseconds — and you can guarantee that...

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The Customer Journey Begins – and Sometimes Ends – With Your Employees

PHOTO: Tech Jobs Tour “Price, quality or service. Pick two.” You’re no doubt familiar with the most famous catchphrase of the “triple constraint theory” of business: the idea that an organization must sacrifice one of those three elements to deliver on the promises of the other two. Another way to put it is, “You can’t have it all.” Except...

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Why a Great Company Story Begins With Technology

PHOTO: Igor Ovsyannykov A company’s culture is as great a story to tell as any product narrative the marketing department can create. Customer experience (CX) doesn’t start with the product after all, it begins with the first interactions people have with a company, which typically take place long before they buy anything. A toxic culture can lead to bad reviews and,...

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