Customer experience initiatives aren’t a once-and-done tactic for customer acquisition—although that’s truly important. Rather, it’s an ongoing strategy that relies on a 360 customer view and experiments to understand the preferences of buyers that win their hearts and minds, retain them, and create loyalty. Here’s how it plays out. A Satisfied Customer is Not Necessarily... more
It seems like every day we hear of a new store closing or a retailer shifting their focus to e-commerce. For all the talk about the “retail apocalypse”, brick-and-mortar isn’t dead. It’s simply being restructured to meet the needs of modern customers and offer safe, convenient, and memorable experiences. A record 9,300 stores closed in... more
Digital transformation has been a strategic corporate initiative for some time. Since the rapid onset of COVID-19, the pressure to transform has accelerated and become mission critical as digital has become the primary—or only—channel for most industries. What is digital transformation? Fundamentally, it is about converting analog processes to a digital format. The result is... more
We’ve been on an exponential path with data over the last decade. During Data 1.0, we used data to drive specific business applications and those applications managed master data. Data 2.0 saw data supporting enterprise-wide business processes and we used master data management (MDM) tools to ensure consistency of master data across applications. And in... more
In this post, guest blogger Blake Morgan, consumer futurist and author (“The Customer of the Future”), discusses the three key components of Informatica’s customer-centric approach. In recent years, brands in the B2C space have grown to see the value of customer experience. In fact, more than product or price, companies now compete on experience. But in... more
“Defense wins championships.” This old sports adage is true, no matter what sport you follow. I follow soccer and basketball, and it definitely applies to both sports. In fact, my hometown basketball team, the Toronto Raptors, recently won a championship because of good defense. And this year in soccer (like many others), coaches will be... more
In this post, guest blogger Blake Morgan, consumer futurist and author (“The Customer of the Future”), discusses the three key components of Informatica’s customer-centric approach. In the competitive software space, customer experience makes all the difference. Many B2B companies limit their resources on customer experience, but Informatica knows focusing on customers sets the culture and... more
Co-authored with David Borean, Chief Architect. The State of Customer Data The centuries-old mantra, “The Customer is Always Right,” has never been more relevant than in today’s experience-driven environment. Customers want what they want, when they want it, and they want it personalized to their tastes and needs. Products, marketing, and procurement of goods and... more
We all know by now that AI needs large amounts of data to increase the power of predictive analytics, but with the exponential growth in data, data in turn needs AI. I live a mile from the Pacific Ocean where some of the greatest athletes surf some of the largest waves in the world at... more
While at Dreamforce this year, it’s easy to say that interest in Salesforce was pretty high. This year, the message was all about “Customer 360” – the holy grail of achieving a complete 360-degree view of the customer. After all, as one of the leading CRM platforms, Salesforce has long championed the customer. Achieving that... more