CEM

It is time to dive into Personalization bliss

Today’s generation not only expects personalization, but demands it. There is no faster way to lose a customer than to act like you don’t know them. This is especially true during the course of a repetitive business transaction, such as placing an order on your website, etc. Modern digital experience platforms, such as Sitecore Experience 

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Why do banks and retails care about UX and digital?

Digitalization, user experience (UX) and cloud computing are some of the major trends that have seen an increasing and widespread adoption in the financial services, banks and retail industry lately. While digital only retail have been around for a long time, digital-only banks have also emerged in the last few years such as ATOM, UK’s 

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7 business facets to consider for better Customer Experience Management (CEM) implementation

Digital disruption, influenced by rapid technology advancements and tech savvy consumers, is significantly changing the Marketing landscape and importantly impacting the customer decision journey. Given this context, customer experience (CX) is at the heart of engaging and building loyal customers. However, the progress of businesses in their customer experience journey has not been to the 

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Re-imagining customer service with IOT

Most successful companies have mastered the fine art of superior customer service. When you think about superior customer service, images of Apple, Amazon, Disney, Southwest, and American Express are a few brands that come to mind. What do they have in common? Many of these companies re-invented their customer service models. They embraced a progressive 

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Keeping customers loyal in the digital world

The digitalization of businesses has become a win-win situation for customers and businesses. For customers, it has brought convenience, transparency and better deals and price points. On the other hand, businesses have benefitted from a huge expansion in market size, an easier reach to the customers, and reduction in transaction costs and improved efficiency in 

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A new frontier for CRM: The internet of things

Isn’t Customer Relationship Management technology supposed to be dead? Apparently it’s getting a lifeline from the Internet of Things. Gartner predicts “CRM will be at the heart of digital initiatives in coming years as enterprises look to create more targeted interactions in a multichannel environment.” The research firm has now added IoT as the fifth 

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Future of customer experience in digital banking

Digital banks are no longer in the ‘money’ business but rather, in the ‘value’ business. This value is not just providing a functional benefit but also a holistic experience, (i.e. ‘what, when and how’ of the benefit), that customer values in the experience-based economy. Unlike in the past, when more than two products from one 

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Thinking customer experience? Or Digital experience?

Move over customer experience. Digital experience is the new kid on the block. Digital experience has been a rapidly growing phenomenon among businesses over the last year or two. Moreover, for many, customer experience and digital experience are interchangeable. Today, digital experience is largely controlled by customer experience management systems. Some commercial customer experience management 

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IoT: Is your business smart and connected?

2015 has started with a bang and the Internet of Things (IoT) continues to consume headlines. At the same time the breadth of its impact is not readily understood leaving many organizations confused as to what exactly IoT is and how they should prepare. One thing is for sure, it’s all moving very rapidly requiring businesses to 

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Calling all CIOs: IoT will change everything in 2015 and beyond

The Internet of Things (IoT) introduces difficult questions: How can someone manage all of his or her devices? A unified user interface? Are different companies and industries ready to standardize? What is the potential commercial value for IoT? How will we manage security and safety? Software compatibility? Most industry forecasters agree that the Internet of 

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Avoid these common web CMS implementation pitfalls

Content Management Systems (CMS) have evolved tremendously in the last decade, maturing into an impressive list of offerings. As these offerings have grown in complexity, so too has implementation. Selecting the right solution for your company and a digital partner can mitigate these challenges, but once your implementation is underway a few common issues can 

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Customer lifecycle management – 5 key considerations for telco CIOs

It’s a no brainer that customer experience is paramount for any industry; especially in the telecom space with so many service providers competing for a share in the customer’s wallet. But the recent Forester research that focused on 2014 CXi Scores for 28 UK Brands concluded that telco service providers fall behind the brand leaders 

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A travel app for the millennial age

Most of us travel at some point, whether for business or leisure. Often it’s an itinerary we are very used to, however sometimes it’s somewhere new which entails us stepping out of our comfort zone. However whether familiar or unfamiliar, sometimes things go wrong. To help with the travel process, we would all benefit from 

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Enabling the mobile enterprise for an omni channel experience

It is now more than business as usual to have Customer Experience start with Mobile Experience. Smart organizations are building “omni channel” solutions to provide a consistent user experience across multiple channels, realizing that mobile may be the starting point of the customer journey. Organizations that have invested in mobilizing employees and Bring Your Own 

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