Customer Experience

State of Customer Success – Learnings from Pulse 2017

I attended Pulse 2017 in San Francisco a few weeks back, a three day event run by Gainsight, a vendor selling customer success software. A massive …

SaaS

Three Steps to Designing a Customer-Centric Organization

It's jarring to realize you've been designing customer experience all wrong because you've prioritized scale over end-user satisfaction... But how do …

Marketing

That 'Digital Strategy' You Keep Talking About? It's Just Business Strategy

Advice on how to become a better “digital business” is everywhere you turn these days.<p>With so much chatter, it’s easy to feel as though the decisions …

Business Strategy

Customer centricity trumps innovation, says Gartner analysts

Innovation might be the buzzword on everyone’s lips but customer and design centricity is what will win the day with customers according to …

Get ready for the era of mixed reality

The future is "always-on, go-everywhere mixed reality", according to Michael Abrash, chief scientist at Facebook’s Oculus.<p>This requires a different …

Augmented Reality

How Subaru uses a data-driven marketing strategy to target customers

<b>Subarus are not particularly sexy. Neither is the subject of data, for that matter.</b><p>Surprisingly, a combination of the two topics made for one of the …

Subaru

Ecommerce Success Hinges on the Entire Digital Experience

Retail organizations are struggling to provide seamless digital experiences, but ironically, their own internal organizations can be part of the …

WestJet’s approach to retaining loyal customers

Customer loyalty is a make-or-break issue for companies of all sizes, and Canada’s WestJet has got it down to a science.<p><b>NB</b> This is a viewpoint by …

WestJet

Capgemini and MIT report shows that the human element is more important than ever before - Media Releases - CSO | The Resource for Data Security Executives

The new report, ‘From UX to CX: Rethinking the Digital User Experience as a Collaborative Exchange’, is part of a six-year collaboration between …

Technology (Australia)

Mobile users’ expectations are sky high, says Gemalto

Consumers have extremely high expectations for rapid mobile development in the coming years, according to a Gemalto report

Business Technology

When the customer experience starts at home

To serve end customers better, begin with your employees.<p><b>Charity, the saying goes,</b> begins at home. So too does a superior customer experience.<p>Growing …

Customer Service

Create an Effortless Experience for Customers

Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous …

Customer Service

Unified Technology and Data Are Key to Improving Airline Operations, Customer Experience and Profits

<b>NEW YORK (May 25, 2017)</b>— Forbes Insights and Sabre Corporation partnered to survey operations, marketing, information technology and finance executives from the world’s largest airlines to better understand the relationships among data, technology and airline operations, and the ways these affect …

Business Intelligence

4 Things You Need to Know About the Future of Marketing

At Google Marketing Next, our recent ads and commerce event, industry leaders discussed the latest forces and trends shaping the future of marketing. …

Marketing

Tear Down Internal Silos in 7 Steps

LONDON — The sixth annual Customer Focus Summit, set in the heart of London’s busy Kensington high street, gathered professionals from various …

Management

Everstone Group raises investment in Servion Global to $74 million

<b>Mumbai:</b> India-focused private equity firm Everstone Group has raised its investment in Servion Global Solutions Ltd to around $74 million on the back …

Venture Capital

Making Customer Loyalty Work for You - Interview with Izi Singleton

Making Customer Loyalty Work for You – Interview with Izi Singleton<p>Today’s consumer is no stranger to the infinite web of e-commerce. Free shipping, …

Loyalty

Rogers to boost efforts to improve customer service: CEO Joe Natale

Newly installed chief executive officer Joe Natale says Rogers Communications Inc<b>.</b> has to take an “end-to-end” approach to make meaningful progress on customer service.<p>Poor customer experience, which leads to high subscriber turnover and increased costs, has long plagued the Toronto-based cable and …

Customer Service

Swiggy Changing the Way India Eats!

Urbanites are increasingly turning to Swiggy to enjoy a meal of their choice in the comforts of their home

Trends

Adobe FREE WEBINAR: How travel and hospitality brands can win the customer experience

This summer alone, US travelers will spend nearly $100 billion. But make no mistake — for marketers in the travel and hospitality industry, the race …

Hospitality

5 Drivers of Personalized Experiences: A Walk Through the AI Food Chain

<i>"The future is already here — it's just not very evenly distributed" — William Gibson</i><p>The only way we will ever succeed at delivering personalized …

Machine Learning

Jack Wills says personalisation means conversion rates are up and abandonment down

Jack Wills says personalisation has helped it to win more business from new customers, while basket abandonment has fallen.The fashion and lifestyle …

eCommerce

Three risky customer experience (CX) initiatives

If you need some help with CX, Econsultancy recently published a report, Implementing a Customer Experience (CX) Strategy Best Practice Guide and we …

South-east Asia

Wearables Improve Customer Experience and Boost Revenue at Buffalo Wings & Rings Restaurant

Wearables have the potential to radically change the restaurant industry by improving customer service and staff productivity. Because servers often …

The Seismic Shakeup in Healthcare Marketing: Are You Ready?

Most Popular<p>Due to liability and risk concerns, marketers in healthcare and life sciences have been largely sheltered from many of the trends shaking …

Advertising Industry

Overall Experience Drives Loyalty Program Satisfaction

Brands are spending a lot of time and money on loyalty programs. And while the enrollment keeps increasing, satisfaction levels are not moving up …

Advertising Industry

The Consumer-Led Path to Personalization

Since the advent of the Internet, there has been a fundamental shift in power from institutions to individuals. We’ve seen it in the transition from …

Marketers Need to Push CIOs to Protect Customer Data

May 02, 2017<p>I have been a marketing person multiple times in my career. However, to be honest, I have struggled to sell my marketing brethren on the …

Marketing

How to break social media out of the backroom and into the c-suite

“Silos” is a bit of marketing speak you hear a lot these days. Borrowed, for some reason, from the farming storage lexicon, this term crystallises …

Social Media Marketing

Jaguar Land Rover honour top local dealers at award ceremony

South Africa’s Jaguar Land Rover dealers were honoured at the annual Dealer of the Year Awards, held in Sandton last week.<p>The individuals and …

Trucks