Melissa Sousa

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How Australia's marketers are cultivating loyalty and building advocacy

This was one of the topics discussed at our recent roundtables in Sydney, sponsored by Epsilon.How brands cultivate loyaltyOverall, participants were …

Customer Experience

Surprise! There's a New Bank Atop the Latest Brand Loyalty Rankings

Following a fourth-place finish last year, this well-known bank ascended to the top of Brand Keys' latest rankings on customer loyalty and engagement.<p>…

Reefer Madness

Almost every company relies on third parties to complete their product or service offerings, usually using their brand name but sometimes the third …

Customer Experience

McKinsey on customer experience

McKinsey just published a series of articles on customer experience:Designing and starting up a customer-experience transformation<br>To successfully …

Customer Experience

One Of The World's Most Influential CRM Leaders On The Future Of The Industry

In San Francisco on a sunny March day I had coffee with Alan Trefler, author of <i>Build For Change: Revolutionizing Customer Engagement Through Continuous Digital Engagement</i>. Trefler started his company Pegasystems (disclosure: Pega is a former client) in 1983, when not many people were talking about …

Customer Experience

How to Win New Clients with Old Fashioned Customer Service

Making an investment in old-fashioned customer service can pay off big time in terms of landing new clients and boosting your bottom line.<p>We live in a digital age where we expect--even demand--that everything should available to us anywhere at anytime on our device of choice. That's why we see so …

Customer Experience

A guest almost missed their Disney Cruise, so Disney held the whole ship for them

A guest almost missed their Disney Cruise, so Disney held the whole ship for them<p>There’s good guest service, and then there’s amazing above and …

Accanto Systems Chooses Actian to Power Its Intelligent Customer Experience Management Platform

<b>BIG DATA USE CASE</b><p>Actian Corporation, a high-performing enterprise-grade SQL (Structured Query Language) analytics platform company, announced that …

Customer Experience

Medallia, a specialist in customer experience management, raises $150 million

Software company Medallia built its account list for 10 years before accepting venture funding in 2011.<p>Now the customer experience management pioneer …

Big Data Advances in Customer Experience Management

I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer …

50 Important Customer Experience Stats for Business Leaders

Customer experience is the last source of sustainable differentiation and the new competitive battleground. -- Tiffani Bova, Gartner Vice President and Distinguished Analyst<p>I completely agree with Bova's thesis, but do all business leaders fully recognize and understand the importance of customer …

How Big Data Analytics, AI and Machine Learning is Being Leveraged Across FinTech

February 22, 2016  By : Amit<p>I am sure that you have heard of one of the only profitable FinTech unicorns in the world: Klarna. A customer making …

Freshdesk buys its fourth startup, adds collaboration to its list of weapons

Customer support startup Freshdesk has acquired Framebench, a cloud-based business that allows teams to share comments and other feedback on videos, …

MMPR FOCUS: WHAT MAKES BRAND LOYALTY?

What really makes customers/clients/the public to be loyal to a brand or business? Brand loyalty, in marketing, consists of a consumer’s commitment …

3 things that make 2016 The Year of the Experience

<b>1. The Focus on Customer & Employee Experiences</b> <br>Over the past few years, companies have shifted their approach to focus predominantly on the …

WhatsApp drops annual fee and goes free forever

Facebook’s WhatsApp instant messaging app for iPhone, Android and many other platforms including the web, is going free of charge, the company …

Where Prestige Consulting Firms Scoop Up MBA Talent

The standard job offer for an MBA graduate from a prestige consulting firm is hard to pass up: $140K to start, with a $25,000 signing bonus. That’s a …

China's Consumer Growth To Soar

DESPITE reports that China's economy is slowing, its consumer market has been forecast to make $6.5 trillion by 2020, and e-commerce - especially …

Putting Design at the Heart of Business, Government and Society: New Accenture Report Highlights the Rising Role of Design in 2016

NEW YORK; December 14, 2015 – Amidst the rapid pace of innovation and changing consumer expectations, Accenture (NYSE: ACN) has released <i>Fjord Trends</i> …

Innovation

Accenture’s design firm predicts IoT, high consumer expectations will drive 2016

Accenture plc division Fjord has released its 2016 trends report, 10 elements the international design consultation firm expects to influence users, …

Accenture

Digital Strategy to Drive Growth

Overview<p>Latest Thinking<p>Client Case Studies<p>LEADERSHIP<p><i>“Digital business is changing expectations and shifting value within and across industries,</i> …

Cognitive computing: What does it mean for trucking?

We’re increasingly being surrounded by self-thinking machines in almost every facet of the business world these days, and that most definitely …

​Whose data is it, anyway?

INTRODUCTION<p>A NEW MARKET<p>CLOSING THE GAP<p>CONCLUSION<p>OUTLOOK: ACCENTURE'S JOURNAL HIGH-PERFORMANCE BUSINESS<p>Tim Cooper<p>is a senior manager in …

Tech Industry

Accenture sums up its predictions for the 7 key technologies of CES

It’s pretty hard to sum up what’s going to happen at the Consumer Electronics Show. The 2016 International CES event will draw more than 150,000 people to Las Vegas this week. Those crowds will see a few thousand exhibitors covering more than 2 million square feet of exhibition space. The result …

Internet of Things

Accenture: Just 2 percent of patients at top hospitals are using health apps provided to them

Although 66 percent of the largest 100 US hospitals have consumer-facing mobile apps, and 38 percent of those have developed proprietary apps for …

Poor healthcare apps could cost hospitals $100 million a year, Accenture says

While 66 of the 100 largest hospitals in the United States offer consumers mobile health apps, only 2 percent of patients are using them, according …

Health Care Technology

Digital Disruption

OVERVIEW<p>Why are precision and diversity important concepts in the digital era? They describe dueling desires all human beings have to be both …

Unique

Danger signs ahead for global tech industry (infographic)

A decade of unbridled innovation and growth in the tech industry could be coming to an end as it appears consumers are less inclined to purchase new …

A Customer Experience for Buyer Behaviors

Local: Toll Free:<p>Contact Us Find a Location<p>About Accenture Privacy Policy Cookie Policy Terms of Use Site Map Accessibility Statement Careers<p>By using …