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The Future Of Customer Service = The Best Of Man And Machine

Artificial intelligence, machine learning, chatbots, Internet of Things…customer service is experiencing a revolution. The balancing act between customer satisfaction and cost control is getting easier...

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The Genius Blind Spot: How To Help Your Company Know What It Doesn’t

When people go to a concert, they get to watch star performers who make everything look easy. Fans cheer as the artists deliver memorable life events with practiced perfection. It is easy for people...

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For Mobile Network Operators, Simplification Is Everything

When I started in the messaging business 18 years ago, I remember asking my boss why mobile network operators don’t all enable access to their system through the same protocol. It was then when I...

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Intelligent Sales Lead To Cash

Digital disruption is mandating that organizations revisit their business processes and consider an end-to-end approach for upgrading and managing their functions with the help of technology. Silos,...

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Trust And Understanding: Winning Customer Relationships

The digital age has created a lifestyle only a few could have imagined even a decade ago. Just look at how the dating scene has changed. Starting a relationship is now as easy as downloading a dating...

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Retail Tomorrow: How Today’s Technology Is Shaping Retail’s Future

Do you ever think about tomorrow? Many retailers don’t. They’re too concerned with what’s happening in the moment. They’re too wrapped up in managing their daily business operations or maintaining...

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Customer Engagement In Retail – Not Merely About Customer Experience

In today’s digital and “always-on” world, customers expect retailers to anticipated and meet their needs in real time. However, this type of customer engagement is more than what retailers are used to...

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Novelty To Necessity: The Power Of Personalization Technology In Banking

Thanks to advanced technologies, we now have natural language robotics and facial recognition that can measure and match unique characteristics for the purposes of authentication and identification....

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CRM In Today’s Ecosystem: What CIOs Need To Know

Companies these days usually choose to position themselves as an entity with purpose – a purpose reflecting customer-centricity beyond profit. They develop and commercialize their products accordingly,...

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Selling Smarter With Predictive Lead Scoring Algorithms

Sales and selling skills have been favored subjects for numerous books. But the last few years have seen the emergence of a new weapon in the seller’s armory – predictive lead scoring. As described by...

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Improving Customer Empathy With Machine Learning

In a February 2018 interview, Liz Goli, Commissioner of Queensland’s Office of State Revenue (OSR), sat back in her chair: “The machine can actually improve our empathy with our customers,” she...

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Four Ways To Retain Retail Customers In An Omnichannel World

This is Part 2 of a two-part series exploring online buying behavior in the retail industry In the last decade alone, the number of retail channels available to consumers has increased astronomically....

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Understanding Your Travel Customers

With current customer management tools, companies are able to amass an incredible amount of data about travelers’ preferences and choices, allowing them to customize their offerings to accommodate...

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Pension Companies And Customers Are A Million Miles Apart

It is not difficult to find examples of insurers and pension companies that are investing heavily in improving the customer experience. This may vary from enhancing the call center experience to...

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Retail’s Next Generation Of Customer Experiences Is A Data-Driven Affair

Consumers are evolving faster every day. From interaction preferences to product expectations, retailers must tee up their customer experience to respond to every shift and fast-emerging norm. But at...

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What Retailers Can Learn From Amazon To Attract Customers

Retail giant Amazon changes the prices of its products 2.5 million times each day, leading to an average product’s price changing every 10 minutes. With access to Big Data generated from 200 million...

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Did ‘Black Mirror’ Predict The Future Of Digital Selling?

The idea of integrating artificial intelligence (AI) into digital selling practices reminds me of the Black Mirror episode “Be Right Back,” which tells the story of Martha, a young woman whose...

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Creating A Five-Star Consumer-Like Experience With People Analytics

As new generations enter the workforce, they expect HR processes to be designed just like the services they use in private life. Employees are no longer tolerant of a poor user experience at work. We...

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Digitalist Flash Briefing: Retail’s Next Generation Of Customer Experiences...

Today’s briefing looks at how data is helping retailers deliver customer experiences that can build a sustainable bottom line. https://www.digitalistmag.com/files/2018/12/sapdigitalist122818.mp3 Amazon...

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Digitalist Flash Briefing: What Retailers Can Learn From Amazon To Attract...

Today’s briefing looks at how Big Data is helping retailers meet customers’ new buying habits and demands. https://www.digitalistmag.com/files/2019/01/sapdigitalist012319.mp3 Amazon Echo or Dot: Enable...

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The Customer-Centric Organization: Boost Experiences And Revenues

Customer experience is a key driver behind increasing revenue, customer trust, maintaining market competitiveness, and a slew of other business benefits. Research from Walker predicted that by 2020,...

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Digitalist Flash Briefing: Creating A Five-Star Consumer-Like Experience With...

Today’s briefing looks at why and how HR needs to replace “self-service” with a consumerized experience for employees. https://www.digitalistmag.com/files/2019/02/sapdigitalist021819.mp3 Amazon Echo or...

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Three Alternate Ways Top CMOs Use Data Analytics

We’ve heard, ad nauseam, that knowledge is power. What we know about our customers, competitors, employees, and community enables us to make meaningful decisions and to influence positive outcomes for...

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Three Ways Analytics Can Drive Better Customer Experiences

Part 2 in the “Embedded Analytics” series that explores the many ways that companies across industries are using analytics to support innovation. In the experience economy, companies understand that...

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Experience (Not Size) Matters In Today’s Economy

Most organizations have become accustomed to a marketplace that is constantly changing, increasingly diverse, and unquestionably responsive. But it’s not only great products and services that are...

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Why Experience Matters

An old saying goes, it’s wiser to spend your money on “experiences” rather than on “things,” as things are easily forgotten, but experiences live on in your memories, for good or bad. Through...

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OMG! Another Customer-Centricity Project?!

Customer relationships in the chemical industry are usually long-lasting; you don’t see customers come and go, as you might in other sectors. They’re also built on personal relationships, designed by...

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The CEO’s Guide To CX: Six Practical Tips For Getting Started

By now, almost every CEO has heard the phrase “customer experience.” Some CEOs may have considered adding a chief experience officer (CXO) to their leadership ranks. It makes sense for CEOs to have...

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How Effectively Are You Serving Your Audience Of One?

Most producers of content are looking to reach a wide audience, the exact opposite of delivering personalized content to an audience of one. However, one of the great paradoxes of creative work is that...

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Leveraging Big Data To Create Big Deal Experiences

Retail technology collects volume upon volume of data about sales, inventory changes, employee performance, customer behaviors – not to mention when and where it all happens. A pivotal fact about data,...

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