customer experience

What Is a Chatbot? More Importantly, Should You Build One?

Does every business need a chatbot? PHOTO: ☰☵ Michele M. F. Chatbots are sprouting up everywhere, in every industry. Companies with chatbots range from CNN, whose news bot serves requests for news in particular industries, to Marriott International, whose chatbot helps Marriott Rewards members research and book rooms in more than 4,700 hotels. Because big brands are making waves in the chatbot world, and companies of...

Read More

Real Engagement Trumps Social Media Listening

Direct feedback from consumers improves the accuracy of consumer sentiment insights gained by social listening tools PHOTO: whereslugo Good customer intelligence can be as precious as gold for a brand’s marketers and business planners. Unfortunately, many companies are chasing after fool’s gold in their intelligence-gathering by using passive methods to monitor social media rather than engaging directly with customers. Making effective business decisions, including those involving what-if scenarios...

Read More

10 Artificial Intelligence-Driven Technology Trends for 2018

10 trends that topped executives technology predictions for 2018. The common denominator? You guessed it, artificial intelligence PHOTO: Krissia Cruz With 2018 almost here, vendors are wondering where and in what technologies budgets will be spent in the coming months. What once were cutting edge technologies only two years ago are now reaching the mainstream.  We turned to a number of executives to find out what technologies they...

Read More

Surveying the Customer Experience Technology Landscape

The mind boggling number of marketing tools businesses have to choose from can paralyze them when it comes time to purchase PHOTO: PublicDomainPictures Gartner made some interesting predictions about customer experience (CX) and the marketing technology associated with it in early 2017. The research firm suggested customer experience management would continue to top CEO, CMO and CIO agendas, calling it the “watchword of our age.” On the...

Read More

The Continued Evolution of the Customer Experience Stack

The customer experience stack has undergone transformations in the last 15 years and will continue to change in the future. One thing remains constant though: the focus on the customer PHOTO: hawjin jami The biggest change in customer experience since the mid-20th century undoubtedly has been the introduction of choice. Gone are the days when consumers in certain areas had just a single department store, bank or car dealership...

Read More

One Analytics Tool Doesn’t Cut It: An Integrated Analytics Approach

By bringing together four different forms of analytics, brands can gain a clearer picture of their customer's behavior and needs PHOTO: Jānis Skribāns I don't believe only one type of analytics method or platform can speak "The Truth" about the multi-channel customer experience of your brand. Yet this belief can be found at every level of the analytics world: Software vendors that promote their solution as having all...

Read More

Emotion Is the Heart of Good Growth Marketing

B2B marketing often dismisses out of hand tactics that work for B2C companies. That's a mistake PHOTO: Eye for Ebony Sometimes, the most unexpected pairings wind up being classics. An easy one is the classic mashup of chocolate and peanut butter. (Although apparently some people are more fond of peanut butter and pickles.)  But these pairings don't always work. Opposites might attract, but some will coexist about...

Read More

We Must Measure Customer Time

Customers value their time: why doesn't your business? PHOTO: Sabri Tuzcu on unsplash The vast majority of organizations I have worked with over the years have no concept of customer time. It is simply not an issue from a management perspective. I recently observed an online environment that was exceptionally slow for customers. Its pages took an average of 20 seconds to load. But that wasn’t the...

Read More

Understanding the Intelligent Content Journey

Machine learning aids the modern marketer PHOTO: Unsplash Machine learning can’t replace marketing savvy or skill, but it’s invaluable in augmenting what marketers are capable of doing. Today, marketers are burdened with executing arduous tasks related to managing technology, as opposed to building customer relationships. The next major disruption for marketers will be in the form of embedded machine learning capabilities that augment and automate the content...

Read More

The Role Of Emotion In Digital Customer Experiences

In the world of digital business, organizations have two choices - evolve or get left behind. The need for change has never been as urgent as it is now. There has been a good deal of discussion over the past two years as to what change is needed, and who should be driving that change. Even still, it has been difficult to identify what  the key elements of a...

Read More