PwC Experience Strategy

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From Web Pages to Journeys: How to Prioritize Customer Pathways

Gartner predicts 30 percent of web browsing sessions will be done without a screen by 2020.<p>I’d be surprised if it takes that long.<p>Your customers are …

How to Perform an Effective Net Promoter Score Analysis

Is your Net Promoter Score Analysis effective?<p>U.S. companies lose about $41 million every year due to bad customer service.<p>In 2003, Fred Reichheld …

Unifying Data Sources Across the Customer Journey: Key to Seeing the Complete Picture

In the past, online businesses reacted to customer behavior after they moved along the path to purchase. With the release of advanced analytical …

Customer Experience

Employee Experience Journey: Ten Key Points

Employee experience is the number one human capital trend in 2017. No question.<p>Why? With more companies than you can count opting to fully embrace …

Human Resources

The Rise of the Chief Marketing Technologist

A few short years ago, Gartner predicted that by 2017, chief marketing officers would be spending more on technology than chief information officers. …

Marketing

Why Customer Experience Training is Important

<i>And the scarcity of learning opportunities</i><p>Customer Experience (CX) as a discipline is relatively new. Believed to have emerged early in the new …

Employee Engagement

Integrating Data in the Age of the Customer

Customers today, whether B2B or B2C, demand a personalized experience. They expect a choice of engagement channels and flexibility to access …

Big Data

How To Deal With A Leadership Team That Isn’t CX Oriented

Six months ago, you were hired into a Customer Experience Management role within a large company.<p>Since being in the role, you’ve done a ton of …

Calvin Coolidge

Why Chatbots Are Failing Your Customers

Without the proper approach to this new technology, companies will only end up wasting money and frustrating their audiences.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Chatbots are set to transform marketing, but there is a bump in the road that many are missing.<p>According to …

Customer Experience

What Is Personalization in Marketing?

<b>How a personal touch can make all the difference.</b><p><b>Introduction</b><p>“Remember that a person’s name is, to that person, the sweetest and most important sound …

Customer Experience

How AI is transforming the customer journey

AI is changing the customer journey, and not all are a fan. Although businesses have lauded the benefits and upsides of artificial intelligence in …

Solving Contact Center Woes With Customer Engagement

Companies that operate call centers are rethinking how they interact with customers.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Given their experiences with them, customers may believe (or at least hope) that call centers are a thing of the past. When asked to describe call center …

Customer Experience

Keeping the Human Element in Digital Customer Experience

Core values should not have to change because the way we work has changed.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>The longstanding foundations of many consumer-facing businesses (such as banking, for example) are built on personal, face-to-face relationships. Today, though, …

Customer Experience

To Deliver Exceptional CX, Take a Hard Look at Your Data Foundation

Your organization is undoubtedly gathering an unprecedented amount of data about your customers. And if you’re like many, you’re struggling to …

Customer Experience

'My job will be done when digital is integrated into every role'

Cheryl Millington, chief digital officer at Travis Perkins, on the importance of developing a digital strategy that’s relevant to both customer and sector, and encouraging more women into the industry.<p>How would you describe what you do?<p>The role is about using digital tools to create new ways of …

Airbus Leverages Big Data to Improve Customer Experience

Leonard Lee, vice president and head of new business models and services at Airbus Group, discusses the company's new growth areas, why they're …

Customer Experience

How The CMO Can Leverage AI Internally And Externally

There’s no doubt that technology is changing faster than ever before. At the heart of that in the business setting is marketing, which is becoming a driving force behind putting that new technology into action to reach out to customers and make sure a company is communicating in the right way. One …

Customer Experience
Customer Experience

Foodles uses connected fridges to modernize your office canteen

French startup Foodles thinks office canteens should work more like food delivery startups. The company delivers fresh food every morning into smart fridges that sit in your office. Employees can then buy cheap lunches using a card or a phone.<p>Think about Foodles as a sort of hybrid company between …

Startups

This Entrepreneur is Weaving Tech Into Fabric

People are constantly looking for ways to utilize the benefits technology has to offer and are amazed in their pursuit<p>You're reading Entrepreneur India, an international franchise of Entrepreneur Media.<p>Present day technology has an array of gadgets and gizmos in store for the smart generation, from …

Wearable Tech

Google is funding the creation of software that writes local news stories

Google’s Digital News Initiative has committed £622,000 ($805,000) to fund an automated news writing initiative for U.K.-based news agency, The Press Association. The money will help pay for the creation of Radar (Reporters And Data And Robots), snappily named software designed to generate upwards …

Artificial Intelligence

Amazon is launching its own Geek Squad competitor

Amazon is stretching its tentacles into a wide range of different industries and services. Now, the company is targeting Best Buy's Geek Squad …

7 Interesting Digital Marketing Stats That Got Our Attention Last Week

After the Fourth of July, the world of digital marketing slowly warmed up last week. Here are seven stats that caught our eye.<p><b>1. Prime research …

Digital Marketing

Hacking The Brain: The Future Computer Chips In Your Head

Over the past twenty years, neuroscientists have been quietly building a revolutionary technology called BrainGate that wirelessly connects the human mind to computers and it just hit the world stage. Entrepreneurs such as Elon Musk and Mark Zuckerberg have entered the race with goals of figuring …

Singularity

Could robots put an end to maddening customer service calls?

As artificial intelligence allows machines to talk more and more like humans, companies are increasingly turning to robots to answer calls from their customers.<p>It was only after Ruaraidh Menzies’ friend had left the club that Saturday night in Glasgow that he realised his jacket and wallet were …

Chatbots

RED Hydrogen One Smartphone Set For 2018 Release, World’s First Phone Capable Of Displaying Holograms

The Hydrogen One smartphone, developed by high-end camera company RED, is a premium device capable of displaying 3D “holographic” content without the …

Third Thumb Prosthetic Pushes Boundaries of Human Capability

Exploring Human Augmentation<p>Royal College of Art (RCA) graduate student Dani Clode wants to change the way that people think about prosthetics, and …

3D Printing

Under the covers: Sleep technology explodes

NEW YORK (AP) — Pillows that track your snoozing patterns? A bed that adjusts based on how much you twist and turn? Companies are adding more technology into their products, hoping to lure customers craving a better night's sleep.<p>Some specialized businesses are making gadgets that promise to …

Sleep

Google wants to build 'people-centric' AI systems

How do we prevent pre-existing biases from bleeding into the artificial intelligence systems we're increasingly relying on for day-to-day tasks? By …