Consumer demand has shifted over the past decade, and then accelerated even during the global pandemic. Let’s face it, customers are in charge. They set the standard for customer experience (CX), they have the ability to switch brands with no skin off their back, and they are creating a fierce competitive environment that spans industries... more
With the race to win the customer critical to the success of every business, organizations looking to fuel digital transformation initiatives need big data. Better and more connected customer data is key to uncovering patterns and trends in customer behavior to improve campaign segmentation for marketers, increase offer acceptance for sales, and improve first-call resolution for support teams. Organizations are turning... more
Regardless of the industry, organizations of all sizes realize they need to deliver frictionless experiences across business silos and touchpoints from mobile devices to traditional call centers to increase customer acquisition, satisfaction, and retention. In fact, 61% of respondents to IDC’s state of the chief data officer (CDO) survey [1] said that customer experience was... more
I am very excited to share that Gartner has released its 2021 Magic Quadrant (MQ) for Master Data Management (MDM) Solutions report this week, and have named Informatica a Leader for the fifth time in a row. The report positioned Informatica furthest on both the “ability to execute” as well as the “completeness of vision.” This achievement is truly a proud moment for us and a great validation of our innovation and our customers’ ability to succeed... more
Informatica is proud to share that Union Bank of the Philippines—and their Chief Customer Experience Officer, Ana Delgado—has just been named a winner for Ventana Research’s Digital Leadership Award for Customer Experience. 2020 marks the 13th year that Ventana Research has been recognizing organizations and individuals for their innovations in developing customer experience initiatives. For... more
Have you ever tried to clean up your data in Salesforce—remove the duplicate records, fill in empty fields, standardize addresses, verify contact information, or roll up accounts into multiple hierarchies? If you’ve used a manual process to do this, you’ve realized that it’s a never-ending task. And you also know that it’s difficult because the... more
Many organizations are driven by the customer. Customer experience, customer interactions, customer surveys, compliance with customer privacy regulations, to name a few. This is because without customers there is no business and no revenue. Both B2C and B2B organizations are putting the customer first in today’s highly competitive marketplace. So, the big question is: do... more
Marketers and boardrooms are reviewing their customer experience strategies for 2019. A recent Forbes article looks at seven priority issues for marketers, all of which are focused on customer experience, customer insights, and personalization. While Gartner forecasts that by 2020, more than 40 percent of all data analytics projects will relate to an aspect of... more