How AI and machine learning are improving customer experience

Information Management Resources

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

Employee experience drives customer experience

OpenText Information Management

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.

Optimizing transportation runs and customer experience

DXC Technology

Analytics Digital Transformation IoT Platform Travel, Transportation & Hospitality airline cargo connected transportation platform customer experience freight shipping traveler

Creating remarkable customer experiences

OpenText Information Management

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

Event oriented customer experience

OpenText Information Management

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

Is your network lagging on customer experience?

Information Management Resources

The focus on cloud IT solutions to boost the customersexperience often overlooks the serious challenges of ensuring your network infrastructure also contributes to that goal.

Chatbots | Technologically Redefining Customer experience

Everteam

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.

Leveraging data to elevate the customer experience

Information Management Resources

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.

What is Customer Experience Management (CEM)?

OpenText Information Management

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.

Is Your Customer Experience Future-Ready?

Reltio

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.

8 ways to enhance the customer experience using AI

Information Management Resources

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.

The customer experience trends most likely to shape the industry in 2020

DXC Technology

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.

Customer experience, AI on insurance CIO agendas

Information Management Resources

Tech leaders note, however, that technology can't succeed without organizational incentives that focus on customer engagement. Customer experience Artificial intelligence Machine learning

Delivering exceptional customer experiences starts with understanding customers

Information Management Resources

The key to exceeding customer expectations lies in delivering personalized, rewarding experiences—which can only be informed by unlocking the power of data.

What is Customer Experience Management (CEM)?

OpenText Information Management

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.

7 digital customer experience trends in insurance

Information Management Resources

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.

Customer experience in Financial Services

OpenText Information Management

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.

Putting AI-enhanced analytics at the heart of retail customer experience

OpenText Information Management

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.

Three ways OpenText and Quest Diagnostics are modernizing customer experience in healthcare

OpenText Information Management

According to Meeker, technology has changed consumer expectations, creating demands for modern retail experiences, more digital engagement, on-demand access, transparency, and simple payments.

Customer experience is driving change in data management

Information Management Resources

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.

'Where everyone is going': How analytics is changing the customer experience

Information Management Resources

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

The stepping stones of the customer experience journey

OpenText Information Management

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.

Customer experience as a catalyst for digital transformation

OpenText Information Management

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.

Deliver a customer experience fit for royalty with data science and AI

IBM Big Data Hub

Delivering a great customer experience is more important than ever. Learn what you can deliver with data science and AI

Artificial Intelligence: a new frontier to customer experience

OpenText Information Management

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.

ABBYY Introduces New Mobile Capture SDK to Transform Customer Experience

Document Imaging Report

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.

Bad bots are stealing data and ruining the customer experience

Information Management Resources

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

Mastering the Art of Data and Analytics to Transform Customer Experience

Perficient Data & Analytics

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.

CMSWire Article: How Information Architecture Improves Customer Experience

JKevinParker

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

Redefining your customer experience transformation strategy through innovation

CGI

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.

Applying Digital Asset Management (DAM) to improve manufacturing operations

OpenText Information Management

Some sections of the manufacturing industries have been slow in adopting a customer-centric approach to their business. Let’s face it.

Is utopia achievable in digital customer experience?

CGI

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.

Social media analytics takes on critical role in engaging, keeping customers

Information Management Resources

The ongoing focus on engaging existing customers and attracting new ones will drive demand for social media analytics over the coming years. Social media Customer data Customer experience Data strategy

How to beat the creative content crunch

OpenText Information Management

Customer Experience Management Enterprise Content Management customer experience management digital asset management Hightail OpenText Media Management

Leveraging pre-arrears to improve customer experience and reduce debt

CGI

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.

Creating lifetime customers through CX

OpenText Information Management

Talk to the … The post Creating lifetime customers through CX appeared first on OpenText Blogs. Buying a new car can be a very exciting time. Most of us start online researching the type of car we’re looking for.

Four important questions that AI can help retailers answer

OpenText Information Management

In my previous blog, I looked at how quickly Artificial Intelligence (AI) is rapidly becoming a part of the retail experience. Industry analysts agree that 2018 will be the year that AI brings top and bottom line benefits to innovative companies. So, where can AI most help retailers?

Retail 101

The Woz on consumer privacy

Information Management Resources

In this exclusive video from Dig | In: The Digital Future of Insurance, Steve Wozniak, the co-founder of Apple and early supporter of the Electronic Frontier Foundation, discusses the importance of respective customers' privacy. Customer experience Data privacy

Why do user experience, intelligence and automation matter in the enterprise?

OpenText Information Management

Most marketers are juggling multiple projects and deadlines, working … The post Why do user experience, intelligence and automation matter in the enterprise? The life of a marketer can be exciting and inspiring.

Velocity of change and the digital revolution

OpenText Information Management

We are all customers and we all have experiences. Customer Experience in Practice is a common-sense look at how we want to interact with companies, how we would *like* companies to interact with us vs. how companies want to market to us. Customer Experience Management Digital Transformation Omni-Channel Customer Experience Digital Revolution digital transformation Millennials OpenText Customer Experience Pace of chage