customer experience

Why Organizations Are Turning To Artificial Intelligence

PHOTO: Shutterstock There's no doubt that AI adoption is increasing, in fact, a recent article from Forbes stated that 80 percent of business are investing in AI. Oracle CEO Mark Hurd agrees and is betting the fortunes of Oracle on the fact that more than half of enterprise data will be managed autonomously by 2020. “The future is autonomous,” Hurd told the...

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Let Voice of the Customer Shape Your B2B Content Marketing Strategy

PHOTO: Samuel Zeller Let’s face it — content is at the core of modern marketing communications. Content that is useful, helpful or entertaining will win mind-share and wallet-share as we move ahead into a marketplace where multiple parties are competing for the attention of potential customers. In order for your content to connect, you first have to learn what’s important to your...

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Looking for Your Next Big Idea? Ask Your Customers — and Really Listen

PHOTO: Sticker Mule Silicon Valley can at times seem like an idea factory, a Wonka Chocolate wonderland for inventing the future and disrupting the status quo. Belief in that idea has launched a thousand startups. So what if only a few reach the farther shore? That’s normal: new ventures and pursuit of the next big idea are a high-risk proposition. The next...

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What is Marketing Automation and How Does It Help Marketers?

PHOTO: Thos Ballantyne Marketing automation is the process of using software to complete repetitive marketing tasks designed to nurture sales leads, personalize marketing messages and content and in the process, save marketers’ time and effort. By automating many of these tasks, users can more effectively send the right message, to the right user at the right time, according to Chris Davis,...

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Put Voice of the Customer Feedback Into Action With the Usability Approach

PHOTO: Hal Gatewood As a product manager and usability expert, I work with both marketing and R&D teams to deliver a product that meets users’ needs and expectations and provides value. Our approach is to build a product with a strong base that offers most of the expected capacities considered important for our particular domain. Then we bake in the capability for...

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Why Your Voice of the Customer Data Isn’t Actionable (and What to Do About It)

PHOTO: Jakob Owens Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start. The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before. The problem is that brands fail to realize the primary value of VOC data. Information culled...

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The Rise of the Customer-Centric CIO

CIOs are discovering they create more value for the business when they make decisions with the end customer in mind PHOTO: Ludomil Sawicki We certainly don’t need another example of how the nature of customer service has changed in the past 10 years, though an article I recently read hinted at its future: A startup is offering paper-thin sensors to install in the...

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Are Your Customers Shouting Into the Void?

Customers who feel ignored won't remain customers for long. Make sure you have a process in place to not only listen to, but act on your customer's feedback PHOTO: Isengardt Many years ago I ran the support organization for a small software company. We had a whiteboard on the wall opposite the area of the office where my team sat. Everyone walking to...

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Mastering the Art of Emotional Customer Experience

The art of emotional customer service is one you can master, provided you listen to and respond to customer needs PHOTO: Nathan Dumlao Forrester Research predicts that by 2020, 80 percent of the buying process will occur without any direct human-to-human interactions. But what happens after the purchase has been made? Do customers still want to be independent, or do they want to...

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SAP Acquires Callidus Software for $2.4B, ContentSquare Raises $42M and More News

Catching up on the latest digital and customer experience news. PHOTO: Kenichi SAP has acquired sales performance management and configure-price-quote (CPQ) technology provider Callidus Software in a deal valued at $2.4 billion. The CallidusCloud (name used for products) Lead to Money suite for sales will combine with SAP’s Customer Engagement suite for a CRM solution portfolio.  CallidusCloud's offerings include sales enablement, sales analytics...

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