Posts Tagged ‘customer experience’

Digital experiences change expectations among business customers. Companies see this and strive to do something different, something unique to retain and gain those customers. But where should they start? What must companies do different to meet those changing expectations? Simply put, they must create products and services that have value. Meeting customer expectations gives a […]

The customer experience (CX) is paramount to digital marketing success. As a marketer, you know that quality data is essential to better understanding customers and delivering on your brand promise. You also know that delivering optimized content and creating a personalized experience across all channels are key to driving customer engagement. However, delivering a top-notch […]

Search is part of the human condition. We are born to being inquisitive and receptive to learning. Discovery has been part of our history for as long as we’ve had historic records. For example, Christopher Columbus sailed to find something. Today, we’re now at a point where the canvas has shifted from a “sailing ship […]

What are high-performance marketing teams doing to keep pace with customers and stay ahead of the competition? The third annual State of Marketing report from Salesforce Research has some great insights. I’ll even give you a hint – everything revolves around making customer experience (CX) a top priority. While this may come as no surprise to […]

My colleague, Mark Polly, wrote a post on Perficient’s digital transformation blog that highlighted the current state of digital marketing across various industries, including financial services. An infographic from CMO.com, an Adobe-operated website that offers digital marketing insight for chief marketing officers and senior marketing executives, indicates that digital channels are increasingly influencing product sales […]

Customer experience, or CX, is the sum of all interactions a customer can have with a brand. The sum of these interactions shapes your brand and can decide the fate of your business. What a customer thinks of a brand becomes the overall brand perception and trumps the company’s view of itself. Josh Bernoff of […]

A retail leader in automotive replacement parts and accessories is always looking to increase employee collaboration and speed of business. While there were technologies in place, information was spread out over four intranet sites serving different audiences as well as a SharePoint site. For employees looking to assist car and body-shop owners with the auto […]

  Ofcom, the independent regulator and competition authority for the communications industry in the U.K., recently published customer complaint data for the country’s largest telephone, mobile, internet, and TV service providers. While total customer complaints across all segments decreased between Q3 and Q4 2015, mobile was the only category to experience a rise in complaints. 

There has been a lot of buzz across industries about digital transformation and lets be honest, the reality is that digital transformation is a business imperative. Organizations that delay transformation or ignore it altogether risk being irrelevant. According to trends analyst Altimeter, digital transformation as “the realignment of, or new investment in, technology and business […]

Peoples’ interactions with digital media today are ubiquitous.  While the majority of digital media interactions typically facilitating either an immediate need (e.g. weather & news updates), basic entertainment (e.g. pick your favorite social media service), or increasingly to research brands and purchase products used for both personal needs and for responsibilities related to our employment, […]

  Royal Bank of Scotland (RBS), an organization whose brands provide financial products and services to personal and business customers in the UK and beyond, is putting artificial intelligence (AI) to work in its customer support department. 

Everyone is spending money on marketing but are you connecting with your customers? Are you engaging them in the best manner and is your mix of advertising spend in line with your industry? To get answers to great question such as these and others, plan on attending the IBM Digital Marketing University 2016 Global Tour. IBM is […]