Agi Marx
Often, AI is portrayed in the media as this ever-growing frenzy that will ultimately lead to robots stealing our jobs. And, how we should fear computers that are more intelligent than we are. Really? But as 2018 comes to a close, it’s clear some businesses aren’t paying attention
Following on from a previous blog post, a great example of prescriptive analytics, shared by Bain, is the one of DiDi. DiDi is a major Chinese ride-sharing company providing transportation services for more than 450 million users across over 400 cities in China (i.e. many times bigger than Uber,
Why focus on the customer experience as a business priority? The most successful companies understand that achieving high customer lifetime value is the result of consistently delivering excellent customer service and customer experience (CX). Superior Customer Experience Leads to More Customers Companies who have a superior CX have an increased
With the help of artificial intelligence (AI) technologies, businesses today can easily predict what customers want and respond accordingly. A huge benefit of using AI is just this ability for more accurate prediction of customer needs. What’s sophisticated AI look like in the real world? As Kindzierski writes for
There is no argument that AI is here and it’s here to stay. AI has been a hyped-up term for quite a while and is now a reality. This blog is a start of a series of blogs focusing on AI and how it can help improve your customer
To be right in the heart of the SaaS (software as a service) action, and learn from the best in the industry, we hopped over to San Francisco, USA, to attended SaaStr [https://www.saastrannual.com/] 2018 — the biggest SaaS conference in the world. It’s literally where the crème
Artificial intelligence (AI) tools make it possible to easier anticipate customer needs in multiple ways. For example, marketers can analyze vast volumes of customer data, identifying the characteristics of high-value past customers which allows businesses to create highly personalized campaigns. Sales teams can quickly identify customer purchasing patterns and customer
Customer experience expert, Annette Franz, shares her “7 Deadly Sins of Customer Experience” and her best tips for a successful customer experience transformation journey. Annette, please can you give us an overview of your career to date? I’ve been in this customer experience profession since long before it was
In this guest post, Michael Lieberman takes us through the Kano Model of customer satisfaction. This simple, powerful model is used to understand the difference between Basic, Performance, and Delighter features of a product or service.
We interview Jeremy Watkin, the Customer Experience Leader at FCR and co-founder and regular contributor on Customer Service Life. He shares his keys to building a great customer experience program and how lack of employee engagement can affect the customer experience. Can you briefly explain your background and current role
Thank you to Sean Hawkins, Customer Service Leader & Speaker, for making the time to do an interview with us on the subjects of customer experience and customer retention. In terms of achieving organizational success, can you define the importance of the relationship between employees and customers? If you don’t
We pick Richard Shapiro’s brain on best practices for customer satisfaction and customer experience. As the founder and president of The Center For Client Retention (TCFCR), he is a great candidate for our guest interview. Name at least 3 key factors that you believe affect customer satisfaction, whether positive