CX

Google’s Meena Chatbot Could Humanize Conversational AI, But Are Enterprises Ready to Invest in More Intuitive Digital Customer Experiences – Marketing Article

Illustration: © IoT For All TechTarget’s Don Fluckinger is a friend and a highly regarded tech journalist. He recently rounded up dome of the industry’s leading CX and AI experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation! For context, chatbots today are largely used in rule-based engagements, sitting on top of structured data to perform a set of focused operations. They connect customers to common information or facilitate everyday…

Read More

How One Simple Strategy Changed the Candy Industry – Marketing Article

Image Credit: Vanderbilt Cup Races More than a hundred years ago, a remarkable entrepreneur used a clever marketing strategy to create explosive sales for a rather ordinary candy product. Edward Noble is best remembered today for his 1943 founding of the American Broadcasting Company, which survives today as part of Disney. Decades before that, though, he was a pioneer in the candy industry. In 1913, Noble bought the rights to Pep-O-Mint candies, mints shaped like donuts and packed in a…

Read More

Good Marketing Can’t Overcome Poor Customer Experience – B2B Marketing Article

I am very proud to be part of the CustomerThink.com family, as an adviser and columnist for the past few years.  And while my network knows me as a B2B marketing and revenue growth specialist, I like to write about and practice strategies that make the marketing department a key part of the customer experience (CX) equation. The old mantra of customer experience professionals is to “Ensure that customers achieve their desired outcomes while using our products and services.” However,…

Read More

Create Amazing Customer Experiences With “Slightly Better Than Average” – Email Marketing Article

    Shep Hyken is all about good habits. So much so, that he wrote a book about it – “Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence With Everyone.” In it, he explores ways to be successful in work and life. So, it’s no surprise that he knows what it takes to provide an amazing customer experience. To do this, we must jump into the habit of amazing every customer, every time. While that sounds…

Read More

The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation – Marketing Article

Photo by Benjamin Child on Unsplash My friend Raj Singh is the Chair of the Institute of Directors (IoD) in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For one of its quarterly breakfast club meetings, I was asked to share my views on the role boards of directors need to play in guiding digital transformation and business innovation. Raj also asked for me to discuss the role of customer experience…

Read More

Retailers leverage customer data to drive personalized experiences – Marketing Article

30-second summary: Slightly more retailers with centralized customer data are satisfied with their arrangement, compared to those with decentralized data, according to a new report from customer data platform (CDP) Arm Treasure Data and others. But about three-quarters of the respondents expect to get a centralized CDP or already have one. Additionally, the report said, retailers are actively mining their various sources of customer data in order to tailor a more personalized customer experience. More companies are satisfied with centralized…

Read More

Q&A with Tealium: Data regulations and the consumer experience – Mobile Marketing Article

30-second summary: Brands need to rebuild trust. In the wake of recent data scandals, consumers now expect to know exactly why their data is needed and what it’s going to be used for.  Legal codifications (like GDPR and CCPA) are an essential part of this process.  Shifting the balance of power from brands back to consumers will be a positive in the long run. Compliance may be tough, given the siloed data management practices present in many businesses.  It’s important…

Read More

When Lead Generation Trumps Helping Customers | #FrictionHunter – Marketing Article

Which is more important on your website? Helping potential customers, or turning them into leads? Lead generation is important for most businesses, but your choice can have a big effect on customer experience. [IMPORTANT NOTE: I began working on this post last year. Since that time, all of the sites have changed their user experience. Treat what follows as an illustration of different CX/UX approaches, not a critique of the current experience offered by these brands.] After five years of…

Read More

Afraid no one will take your industry survey? – Marketing Article

While this post is certainly a shameless plug for you to take our 2020 Customer Experience Industry Survey, let’s have fun with it. Remember the first time you decided to throw a party? You did everything right—from building a bangin’ playlist to putting out the best snacks to stocking the fridge with beer and soda. But despite all of your best efforts, in the back of your mind, you still wonder: is anyone going to show up? You’re a cool…

Read More