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Benefits of Application Modernization: Deliver Exceptional CX

Whether you’re building new apps or modernizing legacy ones, cloud provides the agility and scalability your business needs to deploy faster and access advanced IT capabilities. Application modernization enables you to optimize data, accelerate business innovation, and deliver exceptional customer experiences. Part three of this series explores how application modernization allows you to deliver exceptional […]

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Cognitive Agents to Improve User Experience

In a world where over 2.5 quintillion bytes of data is created each day, having a tool to help deliver information to users efficiently is important. Cognitive agents are a tool that can improve user experience for both advisors and customers alike. This self-service technology is capable of understanding human language to provide accurate information […]

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Six Trends Moving the Needle in Customer Care: Omnichannel

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #5: Omnichannel Experiences Amplify Customer Loyalty The thought of calling customer service might be off-putting. Regardless of […]

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AI Adoption and How to Thrive in The 4th Industrial Revolution

We live in a fantastic era of automated cars, drones delivering packages, chatbots taking fast food orders, and a new generation of robots’ co-existence with humans referred to as the 4th industrial revolution. AI has become an integral part of every discussion that I am in with a CXO. It’s always on their top five […]

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Six Trends Moving the Needle in Customer Care: AI, VCAs, Chatbots

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #4: AI, VCAs, Chatbots: The Future of Customer Care If you’re tasked with evolving your firm’s customer […]

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Facial Recognition Enhances Customer Experience

Facial recognition technology is quickly advancing and going beyond the ever-popular security use cases. Now retailers can use it to deliver an omnichannel shopping experience. This is significant considering a 2018 Customer Experience/Unified Commerce Survey of top North American retailers found that 73% of customers expect order tracking across all touch points, but only 7% […]

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These 5 Stats Will Make You Revisit Your CX Strategy in 2019

Good news travels fast — but bad news travels faster With your business dependent on customer satisfaction, being able to service them regardless of their issue is what sets winning brands apart. On the flip side, when service is not up to par, damage to the brand can be significant. And businesses are paying attention. […]

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Digital Intelligence and the Role of Data in Personalization

Welcome to 2019 where things take an interesting turn, or, materialize as predicated for so long. In a data-driven environment, it is no surprise that this year Information Executives (CIO, CDO, CTO, CAO) focus on the following topics according to IDG, Gartner, CIO, and Forrester: Trying to figure out ways to increase IT Budget to […]

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Data as Experience: The Power User Role

Before launching into a discussion on Power Users, you can take a few moments to catch up on my previous posts’ The Series Kickoff and The Basic User Role. The Power User Of all the user types we’ll discuss, the power user is one of most understood and most targeted. When you hear requirements like the following, […]

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Data as Experience: A Series

In the past several years, I’ve seen both successful and failed insights initiatives. Perhaps the first element of failure is what they call these efforts: Reports Executive Reports Reporting A focus on the number of reports Large focus on specific fields in reports, to the exclusion of other elements When I look at elements of […]

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Marketing Automation is a Quantifiable Cycle

Marketing Automation (MA) is the effort to better manage [online] marketing channels. Mark Polly calls out a 2014 Frost & Sullivan Report to say MA will be a $1.9B industry by 2020. And Marisa Lather explains some ways to get your MA going the right way. Marketing Automation vs CRM The classic “purchase funnel” is a […]

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The Need for a Seamless Shopping Experience

Have you heard of omnichannel retail? If not, you’ve probably experienced it. In today’s market, retail businesses must provide their customers with a seamless shopping experience from online to in-store so that they can turn browsers into loyal buyers — and do it faster than the competition. Many retailers have been able to leverage Salesforce […]

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Customer Experience in Telecom and Cable Is the Key to Growth

While operational efficiency is critical when it comes to running a lean and profitable business, it is closely intertwined with the customer experience. For example, better processes along with front- and back-end systems can lead to faster and more effective customer service. It can also lead to better and faster delivery of products and services. […]

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Transforming TCF Bank With Microservices And APIs

We’ve done many of API and microservices projects over the years, but I thought it would be nice to share what we presented at the recent CA World conference, which took place at the end of 2017. We shared the stage with TCF Bank, a client of ours. According to the company’s website, TCF Bank […]

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How Leading Organizations are Transforming Patient Experience

With 2017 coming to a close it was the perfect opportunity to reflect on all the great things our clients are doing to improve healthcare. Here are three of my favorites: Video: Enhancing Medical Research at the University of Colorado Learn why University of Colorado Anschutz Medical Campus turned to the cloud to improve security, […]

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Readers' Choice: Top 6 Digital Transformation Blog Posts of 2017

As 2017 comes to an end I took some time to pull together the top 6 most popular blog posts this year, as indicated by our readers. So take a few minutes and enjoy the best of 2017! #1. Video: Caterpillar, Inc. is Digitally Transforming to Drive Business Connecting with customers in today’s rapidly changing […]

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Readers’ Choice: Top 6 Digital Transformation Blog Posts of 2017

As 2017 comes to an end I took some time to pull together the top 6 most popular blog posts this year, as indicated by our readers. So take a few minutes and enjoy the best of 2017! #1. Video: Caterpillar, Inc. is Digitally Transforming to Drive Business Connecting with customers in today’s rapidly changing […]

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Will CVS-Aetna Provide a Prescription for Healthcare CX?

Mergers and acquisitions happen frequently in healthcare so the CVS-Aetna mega deal may not have been a shock to many in the healthcare industry. The $69 billion deal would combine the drugstore giant with one of the biggest health insurers in the United States. If approved by the companies’ boards and federal regulators this consolidation […]

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Janssen Gets Patient Support With The Unveiling Of Cancer.com

It’s been a long time in the making, but it’s finally completed. Janssen, a pharmaceutical company owned by Johnson & Johnson, just unveiled a new digital site, Cancer.com. The new site provides patients, caregivers, and loved ones with loads of content and resources. It even offers users the ability to customize and personalize the site […]

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Report: Digital Transformation Is Key To Boosting Customer Satisfaction

The American Customer Satisfaction Index (ACSI), which measures the satisfaction of consumers with the quality of products and services offered by companies across a variety of industries, released a report that suggests digital transformation is helping financial services companies increase customer satisfaction. The ACSI report, which is based on 17,861 customer surveys collected between October […]

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