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. These are situations that lead to wasted time and inefficiency in checking for errors and reconciling data across systems.
Read More
Topics:
Sales,
Marketing,
PIM,
Digital Technology,
Operations & Supply Chain,
Intelligent CX,
product experience management,
PXM
Supercharging the customer experience (CX) is more than just an opportunity. It’s essential for every organization that looks to optimize engagement at every moment of the customer journey. In times such as these, when business continuity is a top priority, organizations must address the customer experience, especially if it has not been a focal point of the executive team.
Read More
Topics:
Sales,
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
Operations & Supply Chain,
Intelligent CX,
Conversational Computing
For interactions with customers to go well, organizations must manage an ever-increasing array of engagement channels. Our research finds that organizations expect to see interaction volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps. Unfortunately, the systems that manage these channels are typically disparate and uncoordinated and may not use the same underlying technology. This makes it difficult for organizations to coordinate customer interactions consistently and provide the best possible customer experience.
Read More
Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
AI and Machine Learning,
Subscription Management,
agent management,
extended reality
Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively. But effectiveness also requires technology that will assist in the effective operations and management of customers and help an organization achieve its goals.
Read More
Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Conversational Computing,
AI and Machine Learning,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
extended reality
Customer analytics have never been more important, but effectively creating and managing them is not easy. The data that’s required to achieve visibility into all customer activity involves many applications and systems and it’s a challenge to ensure the data used is accurate and consistent. Even once data is assembled, organizations often struggle to apply analytics to create the metrics that best represent an understanding of the past and, more importantly, the path to the future.
Read More
Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Conversational Computing,
AI and Machine Learning,
collaborative computing,
Subscription Management,
agent management,
extended reality
Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and deliver a superior customer experience. However, many organizations struggle to do this well. Implementing initiatives to improve customer value across any department or process involving customers requires both in-depth visibility into current operations and excellent metrics.
Read More
Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Conversational Computing,
AI and Machine Learning,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
extended reality
Having effective analytics enables businesses to understand far better than ever before the data they’re collecting, and to do so in greater volumes and more forms. These new capabilities are especially relevant to sales organizations. When applied to sales data, analytics can help sales teams achieve quotas and forecast more consistently, as well as understand the impacts of incentives and maximize the potential of territories, all of which help improve sales performance. These benefits provide the foundation for a business case to adopt analytics tools that generate information to guide actions and decision-making for sales organizations.
Read More
Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Preparation,
Internet of Things,
Contact Center,
Data,
Information Management (IM),
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
AI and Machine Learning,
Subscription Management,
agent management
Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer to a problem we have well documented; businesses struggle getting a full view of the customer and provide a frictionless response to issues and interactions. For the full breakdown of Dreamforce 2018, and my analysis of all the largest announcements, watch my hot take video.
Read More
Topics:
Salesforce.com,
Customer Experience,
Machine Learning,
Marketing,
Voice of the Customer,
CRM,
Dreamforce,
Sales Performance Management (SPM),
SPM,
Digital Technology,
Digital Marketing,
Robotic Process Automation,
AI,
natural language processing,
Intelligent CX
