A comprehensive and strategic overview of the martech landscape and a valuable resource for C-suite executives across business, marketing and technology roles. Gene De Libero on August 23, 2023 In today’s always-on world, every click matters. The consumer moves faster than the brand. The marketing technology revolution is the compass guiding businesses through uncharted waters. … Continue reading The martech revolution: Making deeper customer connections in a digital world
Tag Archives: CUSTOMER
It’s time to prioritize customer experience in B2B
The bar is raised, and not everyone’s keeping up. Learn why you need to improve the customer experience with your marketing platform. Ali Schwanke on August 16, 2023 Modern B2B customers aren’t just expecting more these days — they’re downright demanding it. Clunky interfaces and slow responses won’t cut it anymore. Today’s customers want quick … Continue reading It’s time to prioritize customer experience in B2B
Electrolux’s data and analytics roadmap to improved customer experience
The global brand is breaking down silos and unifying data in order to gain better engagement and grow customer lifetime value. Chris Wood on August 3, 2023 Global home appliances company Electrolux owns over 70 brands, including Frigidaire and AEG. They sell approximately 60 million household products in around 120 markets. With an organization of … Continue reading Electrolux’s data and analytics roadmap to improved customer experience
How a customer service crisis drove the use of chatbots in Georgia
When COVID hit, Georgia’s government was overwhelmed by people wanting unemployment help. Fortunately the state’s Digital Services agency was ready. Constantine von Hoffman on July 31, 2023 When the U.S. shut down in response to COVID-19, many government agencies were overwhelmed by requests for help and information. One of those was Georgia’s Department of Labor … Continue reading How a customer service crisis drove the use of chatbots in Georgia
Two frameworks for resolving identity and improving customer experience
Keep use cases — and the customer — top-of-mind using these frameworks. Chris Wood on July 20, 2023 The digital customer journey is more fragmented than ever. This makes resolving the identities of customers an even greater challenge for marketers. But all hope isn’t lost if marketers focus on use cases and think about the … Continue reading Two frameworks for resolving identity and improving customer experience
4 AI categories impacting marketing: Personalized customer journeys
Here’s why artificial intelligence is integral to delivering personalized customer journeys and the platforms and tools that make it possible. Greg Kihlstrom on July 17, 2023 In this four-part series, we’re exploring four categories of artificial intelligence (AI), how they can meaningfully impact marketers and their customers and what to potentially avoid. Part one (Generative … Continue reading 4 AI categories impacting marketing: Personalized customer journeys
IRS customer service is finally making gains after hellish pandemic-era disruptions
By Sam Becker June 22, 2023 The Internal Revenue Service (IRS) isn’t exactly known for its stellar customer service—something that’s become increasingly clear in recent years. But there’s good news: The agency is making significant improvements in how it deals with taxpayers, directly. With the official tax-filing deadline two months behind us, it appears … Continue reading IRS customer service is finally making gains after hellish pandemic-era disruptions
How Shake Shack measures experience and activates customer insights
The burgers and shakes chain has a winning playbook they are taking to new markets while improving existing stores. Chris Wood on June 13, 2023 Shake Shack, a chain that began as a single burger stand near New York’s Flatiron building, has grown to over 450 locations in the U.S. and around the world. The … Continue reading How Shake Shack measures experience and activates customer insights
How generative AI is improving customer experience and service calls
When the customer calls, AI is helping to solve problems, assist agents and improve the entire journey. Chris Wood on June 8, 2023 Generative AI and large language models are making customer experience platforms more accessible and humanized. These advances in recent months build on years of AI development that customer service and experience company … Continue reading How generative AI is improving customer experience and service calls
Customer engagement: Moving from value creation to value expansion
Many companies do well in creating value for their customers, but the real key to sustainable growth is found in expanding value. Carlos Hidalgo on May 25, 2023 Customer engagement is essential to the growth of any business, yet so many companies fail to do it effectively. This could be due to messy data, limited … Continue reading Customer engagement: Moving from value creation to value expansion
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