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. and the call process was fairly complicated: we would call an
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
Sport is just a branch of the entertainment industry. As such, I don't expect that big data and analytics (a la Moneyball) will play a more decisive role in athletic competitions than they do in, say, determining whether Broadway actors exit stage right or stage left after the climactic scene.
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
By leveraging big data, businesses can make sense of unstructured and structured data to better understand customer behavior. Anand Mahurkar, CEO of Findability Sciences, shares insights on digital body language, brand karma and the human insights we get from our data.
IBM InfoSphere BigInsights, one of IBM's big data solutions, has helped Constant Contact improve big data analysis performance by over 40 times, reduced wait time from hours to seconds and increased client campaign effectiveness by almost 25 percent.
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
Remember the olden days when journalism meant reporting facts and keeping one's analysis laser-focused on those facts? I sure do. In fact, I once earned a master's degree in journalism. At that time, I thought that my future career might hinge on providing in-depth analysis of fresh data being
Using IBM Smarter Commerce technology to help ensure timely response to policyholders.
“When customers contact us through their iPhones, Facebook, Twitter, LinkedIn or email, they receive the same timely attention as when they call the company or go to our web portal.” —Werner Kruck, chief
Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. As we discussed in part 1, human resources (HR) departments can make a big difference is helping companies achieve CX goals
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