Doug Stephens (@RetailProphet) is one of the world’s foremost retail industry futurists and author of the groundbreaking book, The Retail Revival: Re-Imagining Business for the New Age of Consumerism. His work and thinking have influenced many of North America’s best-known retailers, agencies and
“Typically, we focus on using all available data to create win-win scenarios in which we turn insights into relevance as customers progress through the purchase funnel. The fact is that those insights can be used to do more than just deliver the right message to the right person at the right time
CMOs are enhancing their abilities to contribute not only to the marketing of new products, but also in their development, design, sale and support. These are all data-centric functions that are working together, today to drive business success.
“In an era of big data, consumers now expect more of brands – not just good service, but hyper-personalized and high-value service. With analytics, marketers can actually predict precise moments to engage customers with the right information or right suggestion in a personalized, authentic way.
Brett King, CEO/Founder of Moven, author of Bank 3.0, host of “Breaking Banks” podcast radio show on Voice America, and recipient of the Innovator of the Year award from American Banker magazine, joined us to talk about “smarter digital banking and big data.”
For more information about the IBM big
"By using information to provide exceptional customer experiences, whether online or in a store, retailers will be able to attract more loyal customers and engage them in an ongoing relationship rather than a series of isolated transactions. The challenge facing all retailers is how to
According to research by the CMO Council, "both marketers (85 percent) and IT executives (85 percent) say the relationship between the two is critical to the execution of customer-centric programs." With customers securely fastened in the driver’s seat. it’s imperative that the CIO, CMO and CCO
Brian Vellmure is an analyst, consultant and frequent Keynote Speaker on the alignment of emerging technology, strategy, innovation and the customer experience. He was also the featured guest on a recent Twitter chat where the topic was “the impact of digital innovation on customer experience.”
The challenge banks face today is harnessing and utilizing all the data at their disposal. "With the incredible growth of the mobile channel, banks are working to provide value-added services and increase customer intimacy through mobile solutions. "As a result, they will receive even more data
The journey that a customer takes with your company is an individual one. Each customer requires a customized map with a guide who understands exactly where he wants to go—ensuring a smooth experience along the way. Can your company provide every customer with his own personal guide? And can your
With multiple channels and numerous ways to interact with companies, today’s customer journey is a complex weave of paths. Often, customers start and end their journey before the business is even aware of it. With today’s competitive market place, the companies that best understand their customer–
The Internet and social media have done an excellent job of fading borders and melding people across regions, borders and countries. Yet there are still distinct differences in how different regions and countries conduct business and how they approach customer experience. The Temkin group recently
Creating a customer experience that customers remember for years and talk about in hushed tones is seemingly elusive. And with customers today having even more choices, being more demanding, and better informed, companies are hard-pressed to create legendary customer experiences.What then are the
A big data platform, because of its ability to consume and process more data from both static and streaming sources, enables organizations to get an "enhanced 360-degree view of the customer" that has not been possible previously. Mark Myers, IBM big data product manager, describes this key use
Researchers say that “by 2020 we will have 35 zettabytes of data created annually” – facebook, twitter, emails, videos and more. With all this data available and customers' ever-increasing demands, how we use and what we do with this data now become critical as we shape customer experience.