Marketing is inextricably linked to business success, and digital technology is essential to an organization’s overall marketing potential because it generates interest and brand awareness. In a black-swan event, the marketing department often is overwhelmed by short-term demands, so in these situations it’s of the essence that digital transformation gets the attention it deserves. In challenging times, a “putting-out-fires” mentality tends to take hold — this is not unreasonable but in...
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Topics:
Sales,
Customer Experience,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Data,
Product Information Management,
Digital Technology,
Operations & Supply Chain,
Conversational Computing
Today’s businesses must manage a continually expanding array of data, content and digital assets as well as satisfy the demands of consumers for comprehensive product information. Addressing these challenges requires unified processes and automated systems and, most importantly, the ability to augment and enrich product information. Our earlier PIM research found that more than half (52%) of organizations have incompatible tools and almost half (48%) must cope with disparate forms of data....
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Topics:
Sales,
Marketing,
PIM,
Digital Technology,
Operations & Supply Chain,
Intelligent CX,
product experience management,
PXM
Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction. Agents, whether human or machine-driven, are intrinsic to the customer experience and the value of the contact center. Customers are essential to an organizations’ overall business potential because they generate revenue. In a black-swan event, demand for customer service may spike or dip, so in these situations it’s of the essence that agents get the...
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Topics:
Sales,
Customer Experience,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Contact Center,
Data,
Digital Technology,
Operations & Supply Chain,
Conversational Computing,
agent management
Subscriptions are the future of business. Subscribers are essential to an organization’s overall business potential because they generate recurring revenue. In a black-swan event, demand for a subscription may spike or dip, so in these situations it’s of the essence that subscriptions get the attention they deserve. In challenging times, a “subscriber-first” mentality tends to take hold — this is not unreasonable but in focusing on satisfying subscribers, business leaders too often forget that...
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Topics:
Sales,
Customer Experience,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Data,
Product Information Management,
Digital Technology,
Operations & Supply Chain,
Conversational Computing
Partners play a key role in the revenue and growth of every organization. Whether channel selling is in assistance to internal sales or independent, what happens in partnering has ramifications that are simply too important to underestimate. The imperative to maintain business continuity with channel partners becomes painfully clear in a global pandemic, and that imperative demands that organizations cultivate partner excellence and channel performance. This effort should start with partner...
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Topics:
Big Data,
Customer Experience,
Learning,
Office of Finance,
Voice of the Customer,
Business Continuity,
Analytics,
Digital Technology,
Work and Resource Management,
Operations & Supply Chain,
Sales Enablement and Execution,
Conversational Computing,
work experience management,
partner management,
AI & Machine Learning