digital experience

Stop Torturing Your Data and Other Tips to Reveal True Data Insights

The proliferation of data causes many of us to fall into the trap of false insights. Would you believe me if I told you eating bananas made you rich? PHOTO: Jeremy Bishop With the proliferation of data and automated analytic tools, spurious “insights” and meaningless correlations become more common every day. One cause of this is the blind application of unsupervised learning techniques. Any successes that approach...

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Are Your Site Searches Producing Relevant, Measurable Results? (Webinar)

Site search is becoming increasingly more important PHOTO: Pixabay If your website visitors can’t find what they’re looking for they’re going to bounce. According to Ecommerce & B2B, 60 percent of business buyers say they'd like enhanced search functionality from their suppliers in the selling process. That’s why it's imperative to have a great search on your website and why ecommerce experiences are critical, according to Emily Hayman,...

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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...

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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...

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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...

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Differentiating CMS and DX Platforms, Decline of CX, More

Many of us are guilty of allowing our smart devices to take away from our daily experiences, tasks and focus. I’ve even heard people go so far as not read the top articles on CMSWire last week because they were too busy “checking emails” or “texting a coworker” or “doing the random Giphy generator on Slack,” but in reality they were all-consumed by the Gram (that’s millennial-speak for Instagram)....

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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...

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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...

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Strengthen Brand Reputation and Customer Trust with Digital Quality Management

Any inconsistencies in your online brand presence can cause consumer distrust and potentially lead to lost sales PHOTO: rawpixel.com Every time a customer engages with your company online, they expect each individual digital interaction to be a perfect or very similar match to their previous experience with your brand. Regardless of the digital touchpoint or the device they’re using, they should always feel like they’re dealing with the...

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How AI Will Usher in a New Age of Personalized Commerce

Artificial Intelligence ringing in a new age of personalized marketing and commerce. PHOTO: Unsplash We are entering a new era of commerce fueled by younger consumers, mobile devices and high demand for more personalized shopping experiences. Millennials are now the largest generation in the U.S. workforce, and their income and buying power are rising. This generation, along with the next tide of digital natives, is putting pressure...

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