Today's customer expects businesses to know their specific needs and cater to them. Personalization is no longer a nice-to-have but a must-have. By utilizing big data, companies can gain a deeper understanding of customers and transform the customer experience. Shane Sweeney, head of engineering of
Research from International Customer Management Institute (ICMI) reveals that only 25 percent of companies feel that their customers are "extremely engaged." How, then, can companies increase customer engagement to cultivate fans? Is creating the same passion in customers as sporting teams a myth?
Big Data & Analytics Heroes
Kelly CarriganVice President, Data Warehouse and Infrastructure, Catalina Marketing
"Every day we’re able to personalize the consumer’s path to a purchase through mobile, online and in-store networks, including doing real-time scoring of a shopping basket at the supermarket checkout," says Kelly Carrigan, VP of data warehouse and infrastructure at Catalina Marketing, and this week
The IBM Institute for Business Value Global Consumer Study indicated that consumers are “asking for tomorrow today.” With the proliferation of social networks, mobile devices and data, it’s easy to understand why customer demands and expectations continue to expand while their patience shortens: “
According to our research customers come second only to the C-suite in terms of the strategic influence they wield. When asked, “Who has the most influence on your strategic vision and business strategy?” 55 percent of interviewed CEOs cited customers. In our upcoming #CXO Twitter chat we discuss
Customers demand control of when, where and how they interact with brands—not just on websites, but across all channels. Understanding and managing customer preferences requires listening, really listening, to customer opt-ins and opt-outs, monitoring their behavior and knowing the type of
With millions of transactions a day from new identities that may or may not need to be linked, retailers have a task on their hand to sift through the data to capture a comprehensive 360 degree view of each customer. IBM Big Data solutions can lessen the data load. Watch David Speights, the chief
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
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
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.
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
Doug Stephens (@RetailProphet), Big Data & Analytics Hero this week, is the founder of Retail Prophet, a specialty advisory services company to the retail industry, and one of the world’s leading retail industry futurists.
One size fits all has been archaic for a while now, and many companies are quickly finding that right size, wrong foot does not get the job done either. Today, customers expect personalization, they expect quality experiences, they expect it now and they expect you to get it right.
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