Customer Experience
Tackling The Challenge Of Understanding External Customers
It would seem like the task of understanding external customers would rest squarely on the shoulders of the marketing team. However, it’s also an IT challenge in 2018 and beyond. I used to think it wasn’t really an issue that my team needed to address or even consider. My focus had always been …
CustomersPersonalization at scale: What's the tech again?
Here is the very first excerpt of my upcoming book. But there is a reason besides promoting the book. How you go about finding and implementing the …
Customer ServiceBrush Your Ideas
CMSWire's customer experience (CXM) channel gathers the latest news, advice and analysis about the evolving landscape of customer-first marketing, …
MarketingWebsite Versus Email Marketing: Who Owns Personalization of Your Brand?
<i>The Ownership of Web Forms Within Websites Remains a Well-Acknowledged, yet Unsolved Issue Within Most Organizations, Finds a New Report on Email</i> …
MarketingWhat Happens When Apple Store Meets Nordstrom: The New POS
When you walk into a store there is a high degree of excitement and anticipation. We love to touch and feel products and relish the spontaneity of making a purchase. But unfortunately, the current store experience fails to meet expectations. By the time you are ready to make a purchase, you have to …
BusinessWhy are companies still failing their customers?
Merijn te Booij, chief marketing officer at Genesys. (Photograph by Henk Steyn)<p>Some enterprises have only recently realised the need to better serve …
CustomersWhy There Shouldn't Be A Distinction Between Your Brand And Your CEO
Your brand’s reputation is everything. In today’s digital world, it’s easier than ever for clients to get news, updates and alerts about what your company is doing. But that also means everything you do as the face behind the company is equally within reach.<p>Think about Uber. In 2017, they were hit …
Customer Service12 stats that prove why personalisation is so important
<b>Personalisation has been a top priority for marketers for some time, but despite this fact, a large percentage seem to be struggling to implement the</b> …
PersonalizationWhy self-service is costing businesses money
by Jaquie Scammell<p>Mediocre customer service is at an all-time high in Australia. Over one-third of customers surveyed in CPM Australia and the ACRS …
Customer ServiceHow To Define Customer Centricity In A Digital Age
Every morning, I stop at Starbucks on my way to work for a caffeine fix. I park out front, run inside and bypass the line to where my Americano is ready and waiting. All I have to do is order through the app before I leave my house. When I show up a few minutes later, voila. Convenience factor: 100!<p>…
EntrepreneurshipHow email marketing automation is helping this Aussie electrical wholesaler enter the digital age
One well-established Australian electrical goods wholesaler is using the power of personalisation and email marketing automation to enhance the …
MarketingBots and agents can work together to create happy customers. Discover how at the YourStory-LogMeIn meetup
If businesses could choose superpowers, one of the top choices would definitely be the ability to always deliver an amazing customer experience. …
Business (India)5 brilliant ways to keep ahead of your competitors in business | Articles | Strategy
You may have heard from your grandfather about the days when starting a business was relatively less risky due to low competition. However, with the …
MarketingIntegrate Your Business Applications to Achieve Maximum Impact and Enjoy These 4 Benefits
You'll boost employee productivity, improve your access to real-time data and respond more quickly and effectively to customer complaints.<p>5 min read<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>To manage their companies, successful business owners need the right tools, which often …
Human ResourcesAddressing the Omni-Channel Dilemma for Today's Retailer
Digital Marketing Vs. Traditional Marketing: Which One Is Better?<p>What's the difference between digital marketing and traditional marketing, and why …
MarketingReminder: Capitalism Is Supposed To Benefit Customers
My high school economics teacher made a point that’s stuck with me: “Capitalism isn’t meant to benefit producers,” he told us. “It’s a system that’s meant to benefit consumers by forcing prices to exactly what services are worth.” He went on to teach us that a lot of the most problematic features …
Insurance IndustryLiveclicker Unveils Email Personalization Suite
Liveclicker has introduced a personalization suite that it says will help brands send relevant email messages.<p>Adaptive Personalization is designed to …
Email MarketingHow to Build a Customer
Inspired by his time working for Amazon, author and insurance industry leader Jeff Somers explains how to take a customer-centric approach to your …
CustomersTop Five U.S. Financial Institution Moving 4,000 Seats to NICE inContact CXone
<b>NICE inContact, a NICE (Nasdaq: NICE) business</b>,today announced that a top five U.S. financial institution with global operations has selected NICE inContact CXone, the world’s #1 cloud customer experience platform, for a comprehensive transformation to the cloud with a 4,000 seat deployment.<p>The …
BankingHow to Create Emails Your Customers Look Forward to Opening
In 1978, a marketer at Digital Equipment Corp. sent a mass email to nearly 400 recipients on ARPANET, a precursor to the internet. The email promoted …
MarketingMBTA picks Levy to improve rider experience
A former Massachusetts Port Authority employee has been named chief customer officer for the MBTA, General Manager Luis Manuel Ramirez announced …
TransitArtificial intelligence is here to disrupt industries. Are we ready?
Artificial Intelligence technologies and capabilities are driving digital transformation, growth, and opportunity in nearly every sector. In fact, a …
Artificial IntelligenceCEOs Spend Too Little Time with Customers. Here's How to Change That | Inc.com
Time is the one resource that is always in short supply for CEOs. Between running a company, maintaining its culture and meetings meetings meetings, CEOs' time is stretched to the maximum.<p>With all the people they are constantly rendezvousing with and talking to, there is one group that CEOs spend …
MoneyThree Survival Strategies For Legacy CPGs In The Age Of Digital Disruption
Far and wide across the consumer packaged goods (CPG) and retail economy, digital disruption is forcing legacy brands to radically reevaluate how they view production, distribution and consumption in the digital age. With distribution and sales models dating back 100 years or more, incumbents have …
InnovationHalf of retailers experience security breaches in the past year
According to a new report, 52 percent of US retailers have suffered a data breach in the past year and 75 percent have had one at some time in the …
CybersecurityEven utilities look to innovate and transform processes
<i>I’ve always wondered how regulated utilities, which have a captive audience, drive innovation. When you are not competing for market share, how do</i> …
InnovationTo keep Walmart business, Synchrony must lean into its tech game
With Walmart reportedly weighing bids from Capital One alongside incumbent Synchrony Financial to handle its private-label credit card account, …
eCommercePersonalized Marketing: Where We are at 2018
Marketers want to know their customers and prospects on a personal level. Almost 100 percent said, in a study this year by Evergage/Researchscape …
MarketingHow to Make Customer Experience the Cornerstone of a Merger
TKaucic / Pixabay<p>Virgin Money has agreed a £1.7bn takeover by CYBG, which owns Yorkshire Bank and Clydesdale Bank. The merger will create the UK’s …
Customers5 Ways Marketers Can Improve Omnichannel Retail Experiences
Exceptional omnichannel experiences remained fairly scarce in the retail sector. Many retailers are burdened by complicated processes and systems …
Customer Service