Tag "customer experience"

Customer 360 In the House!

Customer 360 made it to the big show in a very big way: the opening keynote at Dreamforce. During the conference, Salesforce also announced Customer 360 Truth, an evolution from last year’s Customer 360 data management announcement. According to one of the analysts at Dreamforce this year, “one main function [of C360 Truth] will be... more

12 Steps to Digital Transformation

Guest blogger Blake Morgan, consumer futurist and author of the recently published “The Customer of the Future,” outlines twelve things that companies must do to create great customer experiences. Digital transformation is all about using technology to solve traditional problems. When done correctly, it allows companies to provide unprecedented value to customers and continually evaluate... more

Customer Data Platforms (CDP) in 2020 and Beyond

Marketers have always known that customer data is the key to delivering great customer experience (CX) and is full of insights just waiting to be gleaned. It’s the foundation of winning the loyalty of today’s demanding customers. Savvy marketers have also learned the challenges of working with customer data: it’s scattered everywhere, it comes in... more

4 Innovative PxM Best Practices from Smart Brands and Retailers

In a recent Product Experience Management (PxM) blog, I discussed how PxM relates to Product Information Management (PIM) and Master Data Management (MDM), and how it can drive success in digital marketing and ecommerce. In this blog, I will share some innovative best practices from smart brands that use PxM for increased customer engagement, loyalty,... more

20 Eye-Opening Statistics About Customer Experience

No industry is immune to digital transformation or competitive disruption, and every business is on the hook to deliver brilliant customer experiences (CX) to every customer, at every touchpoint. Businesses are integrating digital and personalization into their culture, processes, technologies, and customer-facing experiences. That’s because consumers (B2C) and business buyers (B2B) alike want to find... more

Five Ways B2B Marketers Can Make a Big Impact

Digital has disrupted every corner of business. Demands for always-on and self-service stretch beyond consumers and include business-to-business (B2B) companies as well. This is because the consumers who have grown accustomed to the ease of digital interactions are the same individuals making business purchasing decisions. Whether at home or at the office, individuals want to... more

12 Customer Experience Success Stories Worth Mimicking

According to a 2018 report from the Pew Research Center, 86% of buyers are willing to pay more for a great customer experience. And 73% of buyers point to customer experience as an important factor in purchasing decisions.  In order to understand today’s and tomorrow’s customers, organizations need to know what customers demand and need. Delivering on those demands,... more

Using AI for Outcome-Based Customer Experience

Getting from customer satisfaction to winning customers’ hearts and minds. Garbage in… garbage out. As 2020 approaches, the old adage has resurfaced, thanks in large part to four trends that are morphing from talking point into reality: Higher customer expectations Selecting experiences over price and product Explosion of data Increased use of machine learning and... more

Consent Management: A Surprising Element of Customer Experience

I opted out of an email subscription last month. Weeks later, I’m still getting emails from the company. So now, I’m not just tuning out any message from this company. I’m getting downright annoyed—not only have they ignored my original request, they’re continuing to fill up my email inbox with content I don’t want or... more

2019 CX Agenda: 360 Data Views Fuel Intelligent Customer Experience

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