INDUSTRY INSIGHTS YOUR PEERS ARE READING
Is utopia achievable in digital customer experience? I attended last week’s T-E-N (The Executive Network) Summit in central London on ‘The Customer Journey – Multichannel Customer Engagement. Customer Data) and its channels. MORE
Customer experience Artificial intelligence Machine learning Data managementSelf-service chatbots, interactive voice response, robotic process automation and intelligent routing are some of the ways organizations can boost satisfaction and loyalty. MORE
My latest CMSWire article is " How Information Architecture Improves Customer Experience ": Have you ever had a problem finding information on a website or app? Conversely, a great experience with a site or application is only possible with solid IA under the surface. Read more » artificial intelligence CMSWire customer experience Information Architecture User Experience MORE
Customer data Customer experience Analytics People analyticsMany organizations are harnessing only a fraction of the potential value of analytics and thus missing out on the chance to turn insights into a competitive advantage. MORE
… The post Pulling an Uber: Customer experience in Financial Services appeared first on OpenText Blogs. MORE
The focus on cloud IT solutions to boost the customers’ experience often overlooks the serious challenges of ensuring your network infrastructure also contributes to that goal. MORE
Citigroup, Synchrony and other banks are using so-called "journey analytics" to spot weaknesses along the entirety of a customer's interactions with the bank. Customer experience Customer data Bank technology Citigroup Synchrony MORE
In my previous blog, I took a look at some of the major areas Financial Services needs to address to deliver the experience their customers demand. Customer Experience Management Industry Posts Analytics Banking Customer Experience financial services MORE
Every online customer touchpoint – including websites, mobile apps, and APIs – is being attacked by bots. What are these bad bots doing? Data management Data security Data strategy MORE
Businesses can dramatically improve customer retention and accelerate digital transformation by engaging customers via their preferred channel. The AI-enabled SDK frees the mobile user from manual data entry, which improves customer growth and retention for the business. MORE
The 2019 Financial Brand report showed that ‘removing friction from the customer journey’ is one of the key priorities within retail banking this year. For companies across finance to succeed, this focus on the customer must be matched with a focus on employees. How do you make yourself attractive to Millennials and … The post Employee experience drives customer experience appeared first on OpenText Blogs. MORE
There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively measured in sales and occasional surveys. But in today’s digital world, customers demand a two-way omnichannel customer experience. MORE
There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively measured in sales and occasional surveys. But in today’s digital world, customers demand a two-way omnichannel customer experience. MORE
What is your background and what was your route into Customer Experience Management and Evangelism? I have been focused on customer experience for more than ten years now. I started with my own podcast in 2009 called Customer Creation with Blake Landau my maiden name. MORE
Delivering a great customer experience is more important than ever. Learn what you can deliver with data science and AI MORE
Customer Experience Management Enterprise Content Management customer experience management digital asset management Hightail OpenText Media Management MORE
Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business. Let’s face it. MORE
What makes an interaction, a communication, a purchase, or any other kind of customer experience we have in our daily lives, a remarkable one? Customer Experience Management Communications Customer Experience customer experience management Customer Loyalty Customer Service Marketing MORE
Whenever we face any obstacle with a service or a product purchased, our first instinct is directly getting in touch with the customer service department. On the other hand, Support chatbots and assistant chatbots are involved with the enhanced and developed customer service. MORE
It’s one of the areas I’ll be presenting on at this year’s OpenText™ Enterprise World, our annual customer conference. The other session I’ll be holding is around customer experience. It’s a hot topic that’s topping the agenda of most financial … The post Customer experience in Financial Services appeared first on OpenText Blogs. In a recent blog, I wrote about the increasing prominence of AI in financial services. MORE
A few years ago customers made purchase choices based on the flyers they found in their mailboxes. Today’s ‘intelligent’ customers […]. Business Processes customer experienceWe know business today is changing faster than ever. They also felt more loyalty towards brands, partly because it was both difficult and time consuming to switch from one to another. Those days are over. MORE
Leveraging pre-arrears to improve customer experience and reduce debt. Lower levels of default for the organisation and a better experience for the customer seem like a good outcome for all. ravi.kumarv@cgi.com. Wed, 07/12/2017 - 06:57. MORE
Facing heightened competition and increasing demands from customers, many organisations are now leveraging Artificial Intelligence (AI) to stay ahead of the curve. According to the … The post Artificial Intelligence: a new frontier to customer experience appeared first on OpenText Blogs. MORE
The key to exceeding customer expectations lies in delivering personalized, rewarding experiences—which can only be informed by unlocking the power of data. MORE
To earn customer loyalty and respect, we are expected to meet customers’ needs at every interaction. Business Processes Uncategorized customer experienceDigital technologies are impacting every aspect of our lives, and companies have no choice but to transform and adapt. At the same time, it has become increasingly difficult to innovate effectively to meet those needs in today’s complex and […]. MORE
For meals or lights-out, … The post The stepping stones of the customer experience journey appeared first on OpenText Blogs. Customer Experience Management AI artificial intelligence connected customers Customer Experience customer journeys cx deanna laufer Forrester Journey mapping Journey orchestrationI love to hear my parents tell stories from their younger days. MORE
The cell had worked out this was a trip … The post Putting AI-enhanced analytics at the heart of retail customer experience appeared first on OpenText Blogs. Last Sunday, my husband and I went to visit our daughter. MORE
It’s no secret that the reason why some companies are more successful than others comes down to one thing: these firms prioritize understanding their customers to meet their rising expectations. According to Salesforce , 75 percent of consumers expect a consistent experience wherever they engage, whether it’s on a website, social media, mobile or in person. These facts illustrate the need to become customer-obsessed or risk disruption. “Art is never finished. MORE
According to Meeker, technology has changed consumer expectations, creating demands for modern retail experiences, more digital engagement, on-demand access, transparency, and simple payments. MORE
Customer experience Insurance technology Property and casualty insurance Investment strategies Customer-centricity Core systems Artificial intelligence Strategy Meets ActionSMA sees significant spending and shifts in personal lines projects that are aimed at aligning insurers’ strategies to transformation and growth. MORE
Customer data Customer experience Data managementMany firms have a long way to go to reach the optimum level of information maturity needed to support business initiatives, says new study. MORE
From data quality to personalization, to customer acquisition and retention, and beyond, AI and ML will shape the customer experience of the future. Customer data Customer experience Artificial intelligence Machine learning MORE
Redefining your customer experience transformation strategy through innovation. What would prompt a customer to leave the comfort of home to shop at a store, instead of buying online? The real challenge, however, lies in persuading customers to actually make the trip. MORE
I spend a lot of time with clients who very much want to create a relationship with their customers, patients, etc. Many have a loyalty program or want to initiate a loyalty program believing it’s a key pillar in customer experience and retention. Experience. MORE
Are your customers demanding and want only the best? Customers are always demanding and we must deliver to top those expectations. Besides the usual suspects of value for money and best deals, it’s the unique experience that drives today’s customers. MORE
Analytics Digital Transformation IoT Platform Travel, Transportation & Hospitality airline cargo connected transportation platform customer experience freight shipping traveler MORE
Customer experience is a catalyst in many digital transformation projects, as businesses invest in new digital technologies and processes to more effectively engage customers, partners or … The post Customer experience as a catalyst for digital transformation appeared first on OpenText Blogs. MORE
Tech leaders note, however, that technology can't succeed without organizational incentives that focus on customer engagement. Customer experience Artificial intelligence Machine learning MORE
Customer Experience Related Topics Perficient Data & Analytics
SEPTEMBER 9, 2019
I spend a lot of time with clients who very much want to create a relationship with their customers, patients, etc. Many have a loyalty program or want to initiate a loyalty program believing it’s a key pillar in customer experience and retention. Experience.
OpenText Information Management
AUGUST 13, 2019
The 2019 Financial Brand report showed that ‘removing friction from the customer journey’ is one of the key priorities within retail banking this year. For companies across finance to succeed, this focus on the customer must be matched with a focus on employees. How do you make yourself attractive to Millennials and … The post Employee experience drives customer experience appeared first on OpenText Blogs.
OpenText Information Management
MAY 16, 2018
In my previous blog, I took a look at some of the major areas Financial Services needs to address to deliver the experience their customers demand. Customer Experience Management Industry Posts Analytics Banking Customer Experience financial services
OpenText Information Management
APRIL 2, 2018
What makes an interaction, a communication, a purchase, or any other kind of customer experience we have in our daily lives, a remarkable one? Customer Experience Management Communications Customer Experience customer experience management Customer Loyalty Customer Service Marketing
DXC Technology
MAY 15, 2019
Analytics Digital Transformation IoT Platform Travel, Transportation & Hospitality airline cargo connected transportation platform customer experience freight shipping traveler
OpenText Information Management
MARCH 12, 2019
… The post Pulling an Uber: Customer experience in Financial Services appeared first on OpenText Blogs.
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Everteam
MARCH 29, 2019
Whenever we face any obstacle with a service or a product purchased, our first instinct is directly getting in touch with the customer service department. On the other hand, Support chatbots and assistant chatbots are involved with the enhanced and developed customer service.
OpenText Information Management
JANUARY 17, 2018
There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively measured in sales and occasional surveys. But in today’s digital world, customers demand a two-way omnichannel customer experience.
Reltio
APRIL 25, 2019
Are your customers demanding and want only the best? Customers are always demanding and we must deliver to top those expectations. Besides the usual suspects of value for money and best deals, it’s the unique experience that drives today’s customers.
Information Management Resources
MAY 21, 2019
From data quality to personalization, to customer acquisition and retention, and beyond, AI and ML will shape the customer experience of the future. Customer data Customer experience Artificial intelligence Machine learning
DXC Technology
JULY 1, 2019
A few years ago customers made purchase choices based on the flyers they found in their mailboxes. Today’s ‘intelligent’ customers […]. Business Processes customer experienceWe know business today is changing faster than ever. They also felt more loyalty towards brands, partly because it was both difficult and time consuming to switch from one to another. Those days are over.
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OpenText Information Management
JUNE 6, 2018
It’s one of the areas I’ll be presenting on at this year’s OpenText™ Enterprise World, our annual customer conference. The other session I’ll be holding is around customer experience. It’s a hot topic that’s topping the agenda of most financial … The post Customer experience in Financial Services appeared first on OpenText Blogs. In a recent blog, I wrote about the increasing prominence of AI in financial services.
OpenText Information Management
JANUARY 15, 2018
The cell had worked out this was a trip … The post Putting AI-enhanced analytics at the heart of retail customer experience appeared first on OpenText Blogs. Last Sunday, my husband and I went to visit our daughter.
Reltio
SEPTEMBER 9, 2019
What is your background and what was your route into Customer Experience Management and Evangelism? I have been focused on customer experience for more than ten years now. I started with my own podcast in 2009 called Customer Creation with Blake Landau my maiden name.
OpenText Information Management
OCTOBER 11, 2018
According to Meeker, technology has changed consumer expectations, creating demands for modern retail experiences, more digital engagement, on-demand access, transparency, and simple payments.
Information Management Resources
DECEMBER 7, 2017
Customer data Customer experience Analytics People analyticsMany organizations are harnessing only a fraction of the potential value of analytics and thus missing out on the chance to turn insights into a competitive advantage.
OpenText Information Management
AUGUST 10, 2018
For meals or lights-out, … The post The stepping stones of the customer experience journey appeared first on OpenText Blogs. Customer Experience Management AI artificial intelligence connected customers Customer Experience customer journeys cx deanna laufer Forrester Journey mapping Journey orchestrationI love to hear my parents tell stories from their younger days.
Information Management Resources
MAY 29, 2019
The focus on cloud IT solutions to boost the customers’ experience often overlooks the serious challenges of ensuring your network infrastructure also contributes to that goal.
DXC Technology
AUGUST 29, 2019
To earn customer loyalty and respect, we are expected to meet customers’ needs at every interaction. Business Processes Uncategorized customer experienceDigital technologies are impacting every aspect of our lives, and companies have no choice but to transform and adapt. At the same time, it has become increasingly difficult to innovate effectively to meet those needs in today’s complex and […].
OpenText Information Management
MARCH 15, 2018
Customer experience is a catalyst in many digital transformation projects, as businesses invest in new digital technologies and processes to more effectively engage customers, partners or … The post Customer experience as a catalyst for digital transformation appeared first on OpenText Blogs.
Information Management Resources
APRIL 10, 2019
Customer experience Artificial intelligence Machine learning Data managementSelf-service chatbots, interactive voice response, robotic process automation and intelligent routing are some of the ways organizations can boost satisfaction and loyalty.
OpenText Information Management
JANUARY 31, 2018
Facing heightened competition and increasing demands from customers, many organisations are now leveraging Artificial Intelligence (AI) to stay ahead of the curve. According to the … The post Artificial Intelligence: a new frontier to customer experience appeared first on OpenText Blogs.
IBM Big Data Hub
JULY 2, 2019
Delivering a great customer experience is more important than ever. Learn what you can deliver with data science and AI
Information Management Resources
JANUARY 26, 2018
Tech leaders note, however, that technology can't succeed without organizational incentives that focus on customer engagement. Customer experience Artificial intelligence Machine learning
Information Management Resources
MARCH 26, 2018
Customer experience Insurance technology Property and casualty insurance Investment strategies Customer-centricity Core systems Artificial intelligence Strategy Meets ActionSMA sees significant spending and shifts in personal lines projects that are aimed at aligning insurers’ strategies to transformation and growth.
Document Imaging Report
APRIL 25, 2019
Businesses can dramatically improve customer retention and accelerate digital transformation by engaging customers via their preferred channel. The AI-enabled SDK frees the mobile user from manual data entry, which improves customer growth and retention for the business.
Information Management Resources
JULY 3, 2019
The key to exceeding customer expectations lies in delivering personalized, rewarding experiences—which can only be informed by unlocking the power of data.
Perficient Data & Analytics
MAY 17, 2018
It’s no secret that the reason why some companies are more successful than others comes down to one thing: these firms prioritize understanding their customers to meet their rising expectations. According to Salesforce , 75 percent of consumers expect a consistent experience wherever they engage, whether it’s on a website, social media, mobile or in person. These facts illustrate the need to become customer-obsessed or risk disruption. “Art is never finished.
Information Management Resources
MARCH 29, 2018
Customer data Customer experience Data managementMany firms have a long way to go to reach the optimum level of information maturity needed to support business initiatives, says new study.
CGI
JANUARY 10, 2019
Redefining your customer experience transformation strategy through innovation. What would prompt a customer to leave the comfort of home to shop at a store, instead of buying online? The real challenge, however, lies in persuading customers to actually make the trip.
Information Management Resources
MAY 10, 2018
Citigroup, Synchrony and other banks are using so-called "journey analytics" to spot weaknesses along the entirety of a customer's interactions with the bank. Customer experience Customer data Bank technology Citigroup Synchrony
JKevinParker
MAY 7, 2017
My latest CMSWire article is " How Information Architecture Improves Customer Experience ": Have you ever had a problem finding information on a website or app? Conversely, a great experience with a site or application is only possible with solid IA under the surface. Read more » artificial intelligence CMSWire customer experience Information Architecture User Experience
OpenText Information Management
JANUARY 30, 2018
Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business. Let’s face it.
CGI
APRIL 22, 2016
Is utopia achievable in digital customer experience? I attended last week’s T-E-N (The Executive Network) Summit in central London on ‘The Customer Journey – Multichannel Customer Engagement. Customer Data) and its channels.
Information Management Resources
SEPTEMBER 24, 2018
Every online customer touchpoint – including websites, mobile apps, and APIs – is being attacked by bots. What are these bad bots doing? Data management Data security Data strategy
OpenText Information Management
FEBRUARY 21, 2019
Customer Experience Management Enterprise Content Management customer experience management digital asset management Hightail OpenText Media Management
CGI
JULY 12, 2017
Leveraging pre-arrears to improve customer experience and reduce debt. Lower levels of default for the organisation and a better experience for the customer seem like a good outcome for all. ravi.kumarv@cgi.com. Wed, 07/12/2017 - 06:57.
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