Customer Experience

Entrepreneurs: Here's What You Need to Know About Your Company's 'Net Promoter Score'

NPS is crucial to understanding the health of your business when you ask customers "the most important question of all."<p>NPS . . . No, it's not some acronym for an entrepreneurial disease. Instead, it means "net promoter score." And it's an important measure that emerges when you ask your customers …

Customer Service

Time and silence: digital journeys for the new consumer

The world of luxury can almost always be boiled down to one thing: exclusivity. Sadly, both time and silence are now firmly rooted in that category …

The future for pharma marketing is personal

<i>As the marketing world evolves alongside changing consumer experience, how can pharma catch-up? Marco Ricci reports from the eyeforpharma Marketing</i> …

Digital Marketing

'Time is money': Amazon's arrival means slack Australian retailers might finally have to treat customers like humans

Amazon’s Jeff Bezos. (Photo by Drew Angerer/Getty Images)<p>Karma – in the form of Amazon Australia — is about to catch up with Australian retailers …

Jeff Bezos

Seven digital luxury myths

We are in an era where technology is enhancing, disrupting and integrating into the world of luxury, yet so many misconceptions exist regarding the …

Emotions

CIOs need to focus on customer experience now

The impact of digital transformation is far reaching and will impact almost every company in every industry vertical. Digital initiatives will also …

Customer Service

The Demise (And Rise) Of The CMO

Over the past few years, some business pundits have declared the Chief Marketing Officer dead. In May, Coca-Cola even announced that it is …

Advertising Industry

Can you improve customer experience and reduce costs to serve at the same time?

<i>Improving customer experience and reducing costs to serve at the same time sound contradictory objectives. Surely improving customer experience</i> …

Customer Service

Customer Experience: novel technology may be the icing, but data is the cake

Social Media Coordinator<p>Authored by <b>Mark De Groot</b>, Marketing Director EMEA - Digital Customer Experience at Oracle<p>Follow Mark on Twitter<p>CX is among …

Big Data

Understanding the Intelligent Content Journey

Machine learning can’t replace marketing savvy or skill, but it’s invaluable in augmenting what marketers are capable of doing. Today, marketers are …

Machine Learning

A Simpler Journey to a Smarter Future

Social Media Coordinator<p>Authored by <b>Dee Houchen</b>, Senior Director of ERP solutions<p>Drop Dee a line at dee.houchen@oracle.com<p>Overhauling back office …

ERP

Customer Experience Predictions: 15 Years Out

Customer experience is always evolving, and it is interesting to imagine what it will look like in the future. We’ve already considered trends that will be prevalent in five years, so now let’s jump 15 years ahead and imagine the customer experience potential. The seeds of many of the things that …

Green Living

Everybody Talks About CX, but Nobody Does Anything About It | Customer Experience

Customer experience quality didn't improve in the retail industry this year, despite keen competition among online retailers, according to …

CRM

We Must Measure Customer Time

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 …

Be Serious About Employee Experience, Or Don't Bother

Employee Experience is not a new concept, but more and more Customer Experience (CX) professionals are dedicating their careers to it. We spoke to CX professionals who either report to HR leaders or who have a joint Customer-HR remit as part of new research to decipher where Employee Experience is …

Asia Pacific

Indian brands improve their quality of customer experience as Koovs.com beats Amazon and Flipkart

Indian brands have improved the quality of their customer experience (CX) according to new research by Forrester.<p>Forrester’s CX Index, which surveys …

Flipkart

Global Indoor Location Market Growth by Top Company, Application, Driver, Trends & Forecasts by 2024

The Global Indoor Location Market accounted for USD 6.3 billion in 2016 growing at a CAGR of 40.3% during the forecast period of 2017 to 2024. The …

Business Intelligence

How Geofencing Marketing Optimizes the Online Experience

Knowing what your customers want and being able to deliver exactly that, is what every business owner dreams of being able to do. But when you don’t have this information, the costly lack of knowledge can mean diminished returns.<p>If you really want to help your customers, you have to get inside …

Marketing

It's not just the original shows: What else customers love about Netflix

Share Email Comments<p><b>• Poll finds people happier with digital media experience</b> <b><br>• Netflix voted best digital experience among all brands</b><p>SAP Australia …

Netflix

How AI Will Usher in a New Age of Personalized Commerce

We are entering a new era of commerce fueled by younger consumers, mobile devices and high demand for more personalized shopping experiences. …

Chatbots

Survey: Positive Customer Service Experiences is the Key to Success This Holiday Season

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9, Inc. (NASDAQ: FIVN), a leading provider of cloud software for the enterprise contact center market, today …

Customer Service

McKinsey on digital marketing: Personalization is not what you think

A top advisory consultant to large organizations shares his thoughts on critical issues that every CMO must consider. Watch the video for practical …

Marketing

SAP CMO Alicia Tillman on marketers' evolving role, brand safety and implementing innovative thinking

The mindsets of chief marketing officers have evolved from a product-centric mindset to a more customer-centric one, as it is no longer just about …

Marketing

3 Sales Strategies That Are Fuelling Your Churn Rate

Customer churn is not something that happens overnight. It’s often the product of false expectations brought about by poor business strategies. High …

Customer Retention

Australian brands struggle to maintain customer experience

Australian brands are struggling to keep up with customer expectations and favour convenience over customer experience (CX), according to new …

How AI Will Change Customer Experience And Marketing

<i>In this artice, Shelly Kramer once again expoiunds on AI. This time, it is how it will change customer experience and how marketers will market. It</i> …

Digital Marketing

Single View of Order: Why Shopper Profiles Matter

At the heart of most omnichannel transformations is the ability to order anywhere, and have it fulfilled anywhere. It has been widely reported that …

eCommerce

How to Combine SEO & Content for Bigger Wins

Companies of all sizes – from SMBs to large enterprises – need a cohesive approach to truly dominate the digital marketing front.<p>If you want to …

Digital Marketing

How Hilton is iterating its excellent app to improve customer experience

<b>How does a 98 year old company like the Hilton stay relevant in today’s ‘always on’ world. Geraldine Calpin, CMO at Hilton Worldwide enlightened us</b> …

Hospitality

Last Minute Checklist: Preparing for Cyber Monday

Reducing payment friction keeps retailers competitive<p><i>Chain Store Age</i> recently spoke with Chris Chapman, senior leader of enterprise merchant product …

eCommerce