Tag: cx

February 13, 2023

Private social networks are the latest addition to the basket of communication channels, and customers are choosing them in droves. Brands want to be a part of it, but unfortunately, the familiar “social media marketing” tactics will have the opposite […]

February 9, 2023

By analyzing the right customer journey analytics, businesses can identify pain points and areas for improvement, as well as optimize their marketing and sales efforts. It’s crucial to use analytics to understand the customer journey in terms of contingencies, said […]

January 18, 2023

With a renewed emphasis on customer experience and marketing in 2023, many leaders are eager to attend virtual and in-person events where they can engage with CX and marketing experts, attend sessions where they can learn about the latest trends, […]

January 6, 2023

Earlier in the year, I sold an AI algorithm for consumer behavior and decision intelligence. It’s my third algorithm/AI acquisition, and each time the challenge is the same. There is a great underestimation of bias. Technology magnifies the quality of […]

January 4, 2023

What do Salesforce, Optimizely and Ingeniux all have in common? Aside from the fact they are all customer experience and marketing technology companies, they all also use the color blue as part of their logo and website design. And they’re […]

December 5, 2022

With the evolution of privacy regulations — GDPR, the data reform bill, the elimination of third-party cookies, and things like app and email open tracking blocks by Apple — there is an opportunity for marketers to move beyond tracking and […]

November 23, 2022

The new generation of consumers are reshaping customer experience like never before. Digitization has launched a new era where brands must be available whenever and wherever to customers, and elevate the level of service they provide. To learn more about […]

November 21, 2022

By using artificial intelligence (AI) and machine learning (ML), brands can analyze data objectively, improving insights and generating actionable reports that can be used to make data-driven decisions. With AI and ML, these insights are more sophisticated and valuable to […]

November 1, 2022

NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — and often with such ardor that we tend to categorize CX professionals by which camp they’re in. I’ve spent at least […]

October 11, 2022

Since its inception, the global pandemic has continued to have a long-lasting impact on how we buy, work, and also how our businesses operate.  As such, user behaviour has naturally evolved, leading to developments in customer experience (CX) to meet […]

September 30, 2022

In this 21st century world of people using phones for multiple reasons other than just talking, there are drawbacks to this simplistic take on everyday living. From texting to paying bills to checking emails, users must be wary of their […]

September 8, 2022

Customers are connected on social media and digital channels, empowered and in control. How they talk about a brand and their purchase decisions are shaped by one thing — their experience, which is every interaction they have with the brand. […]

August 30, 2022

For brands, the pandemic’s initial disruptions are easing, if not absent, while spiraling inflation, talent scarcity and lingering supply chain challenges continue to contest marketers’ best laid plans. Against this conflicting backdrop, marketers seek to balance between tried-and-true, personalized campaigns […]

August 25, 2022

Poor data quality is often the cause of negative experiences for customers, leads and employees. Outdated, siloed, unformatted, duplicated and otherwise bad data can be the culprit that’s ruining your customer experience. Misspelled names, inappropriate product suggestions, undeliverable messages, duplicate […]

July 29, 2022

If you read my columns here, you’ll note I focus a lot on consumer insights and customer experience (CX) approaches. But guess what? CX and CSAT can be just as important for B2B or industrial sales. Here’s why: When Customer […]

July 25, 2022

Automated sentiment analysis can provide actionable insights to brands, allowing them to better understand how customers feel when they encounter pain points along the customer journey or when they have positive, emotionally satisfying experiences. How are brands today using sentiment […]

June 9, 2022

Forrester reports the metaverse doesn’t exist outside of a “few precursors.” And it won’t be until the 2030s that the metaverse — the internet’s 3D layer of interoperable and interlinked immersive environments — actualizes and disrupts marketing. “Forrester defines the […]

April 21, 2022

Retail businesses that stake their flags in the virtual marketplace face a major customer experience problem. According to recent Gartner research, 93% of consumers have either never heard of the metaverse or don’t understand it. As Reddit users discussing the […]

April 8, 2022

Businesses thrive when their customers are happy. Why? Because those people spread the word about the good customer experiences they’ve had, becoming brand ambassadors. They also return to spend more money. Customer experience (CX) is vital to your brand’s success. […]

December 9, 2021

AI-based marketing enables brands to personalize the customer experience while providing real-time decisioning based on the actionable insights that are obtained through the analysis of massive amounts of historical and current customer data. In fact, according to a report from […]