Use artificial intelligence to help your customers instead of scaring them
The robots are here. Let me repeat: they are here NOW. The disruptions they will bring are still coming to light. It’s just too early to know how this will change humanity. It sounds daunting – some...
View ArticleHow to solve your customers’ problems—the first time
Everyone knows that customer brand expectations are exceedingly high right now. The empowered buyer is not only educated about the products and services she wants at a given time, she also knows how...
View ArticleThe future is coming: What businesses can expect to face in the coming decade
Anyone who tells you they can predict the future is lying, but if you were paying attention at the SAP Hybris LIVE: Digital Summit 2017, you’ll have caught a glimpse of what the coming years might...
View ArticleIt’s time to start catering to the omnichannel shopper
As many consumers know, online shopping platforms like Amazon can be valuable time savers. When an old item wears out or a shopper has to get her hands on a new product, ordering on Amazon can save the...
View ArticleMemo to the C-Suite: Ignore the rate of change at your peril
We talk a lot about how fast-paced everything is and how much things are changing. If you focus on one thing, look at the rate of change itself. It’s clearly increasing, but what’s driving it? The...
View ArticleThe lightning-speed evolution of adaptation rates
Before assembly lines, prior to the turn of the 20th century, no one talked about “customer engagement.” Times have changed. Technology has come far and fast since then. Customers are driving the...
View ArticleThe shoppers of tomorrow: Subscription in the age of Amazon
There’s no denying that Amazon has changed the way that traditional retailers do business. In fact, an argument could be made that traditional retailers don’t exist anymore, and that the disruption...
View ArticleShopping in the digital age: A tale of two grocery experiences
“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” Charles Dickens wasn’t talking about grocery retail in the digital age when he wrote that...
View ArticleThese are the quotes you’re looking for: Star Wars for work
Until we live in an enlightened age when May 4th is recognized as an intergalactic holiday, it’ll have to suffice that we can dream up reasons to talk about Star Wars and work at the same time. What...
View ArticleCustomer loyalty: Your major objective yesterday, today and tomorrow
“The primary focus for our business is customer satisfaction and loyalty.” You might think this mission statement was crafted by a fashion retail company executive, or was a quote by an FMCG,...
View ArticleThe B2B e-commerce customer experience is not what you think
By Evan Klein CEO and Founder, Zaelab B2B digital commerce is not just a B2C experience with tacked on functionality. With an increased focus on B2B in the digital space, companies are investing in...
View ArticleBeyond buzzwords: What it really takes to engage your customers
The CMO’s agenda today is complex and exciting. It’s where creative ideas meet smart analytics and technology at scale. And from my point of view, it’s where ‘experience-led’, ‘transformation’,...
View ArticleExperiential marketing: magnet for millennials
Millennials have grown up in a world that seamlessly merges the virtual with the real – but also in a world in which ‘fake news’ seems to increasingly dominate social media. They are in dire need of...
View ArticleBrick-and-mortar closings: mobile marketing’s opportunity to fuel retail’s...
Both brick-and-mortar and brick-and-click retail are experiencing a profound transformation. The ways consumers shop are shifting. Stores are closing. The driving force behind this change is mobile...
View ArticleAre you speaking your customer’s language?
We spend a lot of time talking about the importance of the customer experience to build relationships between our customers and our brand. The goal is to establish an ongoing relationship which feels...
View ArticleThe DIY model of customer service
Customers today are accustomed to researching both products and services quickly and easily, prior to making purchase decisions. The ability to find reviews, testimonials, cost and quality comparisons,...
View ArticleInfographic: What B2B marketers can learn from Netflix
These days it seems like you can’t discuss digital content without bringing up Netflix, and for good reason. Netflix changed the digital content game. With its library of streaming movies and TV shows,...
View ArticleWhen choosing a cloud commerce platform, be wary of the ‘free lunch.’
As commerce continues to get more and more digital and more and more social, companies of all shapes and sizes are trying to bring their businesses online quickly, easily and at low cost. And...
View ArticleOutsourcing B2B E-Commerce: Strategic Investment or Optional Approach?
By Dilip Keshu, CEO, BORN Starting an e-commerce channel can be relatively fast, easy, and inexpensive – if the right skills and know-how are already in place. However, selling through online commerce...
View ArticleAcquiring customers doesn’t have to be harder than finding a lucky penny
Part 1 of the “Road to Digital Transformation” series The traditional rhyme “find a penny, pick it up, all day long, you’ll have good luck” is a great saying – as long as you find that lucky penny. But...
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