April 21, 2014
Let me begin with a story from my childhood. I grew up in India and, back in the early 80s, when Indian telecoms did not have a direct dial for international calls. My family used to call my uncle who was studying at M. I. T.
April 18, 2014
To celebrate our three year #CXO Twitter chat anniversary Lynn Teo, former chief experience officer of McCann Erickson, Peg Fitzpatrick, head of social strategy at Canva, Michelle Morris, associate director of client experience at Crowe Horwath and Brian Mayer, customer experience architect and consultant, join us to discuss the digital customer expereince.
April 17, 2014
Sport is just a branch of the entertainment industry.
April 17, 2014
Insurers investing in the science of data and analytical capabilities can now monetize their data with greater certainty, creating value by customizing one-on-one policyholder interactions and personalized offers that quickly service their requests. Read the story that data can tell for insurance providers.
April 15, 2014
Many banks have data in their organizations right now that they're not monetizing. Analyzing customer interaction data will drive new revenue and improve customer retention. Read how IBM clients are analyzing call center interactions, web visits, chats and social data to better understand what their customers want.
April 11, 2014
Service quality, product quality and customer experience are all intertwined as companies push to gain and maintain market supremacy. Given the number of channels and the amount of data companies have to navigate, maintaining quality levels have become even more challenging. In fact, “just 7 percent of customers are 'extremely satisfied' that brands provide a seamless, integrated and consistent customer service experience across channels. Join the #CXO Twitter chat on Monday, April 23 at 12 p.m. EST as we discuss building quality in the customer experience.
April 8, 2014
This week's Big Data & Analytics Hero, John Naduvathusseril, chief data architect for Nielsen Company, shares how we can flip the equation so that the challenge of big data becomes more of an opportunity for actionable insights.
April 7, 2014
"It’s the single biggest thing that ever happened to me. It really caught me off guard. " Mike Haydock on learning he's become a new IBM Fellow
April 7, 2014
According to Forrester Research in their recent Hadoop Solutions Wave, “Hadoop is a solution to the problem of big data.” I have a slightly different take on this statement: "Hadoop is a solution to the opportunity of big data." Hadoop is effective for managing vast, diverse and varied data, and, when combined with data warehousing, security and visualization capabilities, Hadoop creates a modern data management strategy. Whether your business objectives are to monitor log files, understand customer sentiment, analyze click stream data or a number of other use cases, Hadoop may be the missing link in your architecture to capitalize on the opportunities presented by big data.
April 4, 2014
Donovan Neale-May, executive director of the CMO Council, said: “There is no point in wasting marketing resources on seducing customers with offers, incentives and captivating branding if there is a big disconnect on the product, business policy or service experience side.” How do marketers minimize this disconnect? Should CMOs drive customer experience initiatives? join our next #CXO twitter chat to discuss.