Tag "customer experience"

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

Black Friday and the Holiday Season: How to Deal with Changing Customer Shopping Behavior

The National Retail Federation forecasts that sales will be up 4.1 percent(i) in the 2018 holiday shopping season, but an increasing number of stores will be closed on Thanksgiving Day 2018(ii). How does this make sense? The reality is that customers shopping behavior has changed and retailers are adopting. While Black Friday is still the busiest... more

How Retailers Unleash the Disruptive Power of Data to Drive Customer Engagement

Shop.org is the place to meet the top influencers and practitioners from the digital retail community. Retailers and brands must transition from simply selling to customers to establishing relationships with them through personalized digital experiences driven by relevant content. Customers expect to be inspired, influenced, engaged and reassured that they have selected the right supplier... more

Think data security and customer experience are mutually exclusive? Think again…

What do Ashley Madison and Medicare have in common? They’ve sacrificed good data security for customer centricity. Today’s reputational risk of data breaches demands both… here’s why. High profile data breaches like Medicare and Ashley Madison are raising the conversation about the risk of security and data breaches to board level. Directors are becoming more... more

How AmerisourceBergen Tamed M&A-Related Data Fragmentation

We want to be One ABC to our business partners. To be successful, we’re building a data foundation with Informatica so our partners can do business with us more easily. It’s helping us to look at our business interactions holistically across our customers with 99% accuracy. Peter Stormer, Director of Data Management, AmerisourceBergen Corporation Mergers and acquisitions wreak havoc on... more

Fight Back Against Data Fragmentation

Master Data Management (MDM) isn’t new, but it’s needed more than ever before. In part, this is due to a need to fight back against data fragmentation. As marketers, we have a multitude of tools to help us find prospects, manage messages across channels, follow web behavior, and sell more effectively. Our apps give us... more

Data Is the New Currency for Digital Transformation

These days, business leaders know that data is important to execute their strategy. That’s true, but it’s still underestimating the importance of data. The information your business generates and accesses is not merely a tool for operational execution. It’s so essential to the success of a modern business that it must be handled as carefully... more

Wholesaler Wasco Realizes Unique Omnichannel Customer Experience

This blog was originally published on osudio.com. Customer experience defines your company’s success. By 2020, customer experience will be the leading brand differentiator when it comes to a buying decision, leaving behind criteria such as product and price.* High quality product information gives successful brand owners, manufacturers, wholesalers, distributors and retailers the advantage they need... more