How to use the right data at the right time for better customer relationships
How well do you really know your customers? 3 ways to leverage the right data at the right time to enrich customer relationships According to an eMarketer study, most marketers have only rudimentary...
View ArticleSAP CEO Bill McDermott: “Empathy to action is a race without a finish line”
During his keynote to 30,000 live attendees at the company’s annual SAPPHIRE NOW event, SAP CEO Bill McDermott wasted no time checking off a list of impressive accomplishments – and just as quickly...
View ArticleMake sales not war: 3 ways sales and marketing can increase revenue and...
When customers own their engagement with your brand – where, when and how it happens – when engagements are smaller and more personal, and when it takes more to keep hold of a customer’s attention, the...
View ArticleHow mixed reality improves the CEX of the future
The public is not yet as familiar with mixed reality as they are with virtual reality. This technology, however, is at least as promising for businesses. So what role can mixed reality play in the...
View ArticleA little-known secret to kick-starting a big B2B commerce strategy
By Stephanie Baird, Senior Director of E-Commerce Strategy and Digital Transformation, Amplifi Interest in digital commerce solutions may be reaching a fever pitch, but B2B businesses still have a long...
View ArticleMore than just buzzwords – Why machine learning and AI are the future for sales
Machine learning may be a buzzword now, but what could it actually mean for business and sales down the line? Will salespeople be replaced by Rosie from The Jetsons, or a more frightening HAL?...
View Article3 ways to move beyond personalization to in-the-moment marketing
As personalization of the customer experience evolves, it becomes more contextual in real-time and less templated mass outreach. Even predictive modeling to anticipate customer behaviors and to...
View ArticleE-commerce: Perception of website speed makes all the difference for sales
We all know that web page speeds can make a huge difference to an e-commerce website’s conversion rate and stickiness. This case study by SOASTA claimed that improving mobile page load speed increased...
View ArticleA winning formula to make customers happy
Is there a formula for happiness? SAP’s Lisa James certainly thinks so, at least when it comes to customer service. According to James’s on-demand session for SAP Hybris LIVE, the secret to making your...
View ArticleBusiness 3.0: beyond sales and revenue CPQ – the new system of insight and...
Configure, Price, Quote or CPQ technology has been a fundamental business driver for multiple decades already. In the ERP days, CPQ was part of Order Management and served as a back-office tool...
View ArticleLeading industry secrets for ensuring a successful digital transformation
What Daft Punk can teach us about disruption, part II In Part 1 of this blog series, we took a closer look at the realities of the disrupted economy, making a comparison with the lyrics of the...
View ArticleCustomer service: Are you ready for the socially connected customer?
There’s no question that today’s customers are more connected, demanding, and informed. The common expectation is for consistent service to be available 24/7 across channels and devices, and preferably...
View ArticleEmbracing new pricing models in the age of disruption
Digital disruption is changing how the professional services industry does business. This includes the restructuring of standard time and materials pricing models. Established companies have a hard...
View ArticleIs B2C signaling the end of B2B commerce as we know it?
By Liz Duggan, Vice President, Customer Experience Consulting, Siteworx B2B commerce may be in an entirely different league of its own with a distinct set of rules and customer dynamics. But if the...
View ArticleTop 10 e-commerce game changers over the last decade
You’ve read plenty of articles about what will the next ‘big thing’ in e-commerce will be, as well as about what is hot right now, so I thought I’d look back over the last ten years to identify the big...
View ArticlePROACTIVE CUSTOMER SERVICE IS THE NEW BLACK
Let’s face it. These days, customer satisfaction and loyalty are hard won. With the click of a mouse, customers can change brands and products, cancel warranties and contracts, and decline technician...
View ArticleCustomer engagement for the public sector: keep it simple
Citizen engagement in the public sector is increasingly driven by consumer demand for virtual access to services. Citizens expect assistance with permits, grievances, building plans and the like,...
View ArticleHow personal value decommoditizes insurance technology
In May I had the great fortune to attend Digital Insurance Agenda (DIA) in Amsterdam. There I got my fill of the latest in insurance technology innovation, which included insurance aggregators, chat...
View ArticleChannel conflict: no longer a showstopper for B2B e-Commerce
When it comes to B2B e-commerce, buyers are unquestionably in the driver’s seat. Customers are acting more like free agents, preferring to search and buy online with any computer or mobile device...
View ArticleTransform citizen engagement for a digital age
The challenge facing many government organizations is translating policy and legislative changes into citizen services and representation, all while dealing with outdated legacy systems and the need...
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