The term “digital transformation” (DT) encompasses the holistic framework and the associated strategy designed for integrating technology, business processes, and employee effort to get the maximum value for business customers. In a digitized business model, the “customer journey” is the central focus. While creating the DT framework, the business operators develop business models that are […]
How to Use Your Data to Deliver a First-Rate Customer Experience
Click to learn more about author Arun Kumar. Excellent customer experience (CX) is no longer a “nice-to-have” – it’s a must. Fortunately for marketers, brands have access to droves of data to drive their CX. They just need to know how to optimize it. Today’s consumers are seeking a seamless and personalized CX. According to […]
How to Improve Customer Retention with Customer Journey Analytics
Click to learn more about author Gaurav Belani. Customer satisfaction isn’t enough! To stay competitive and relevant, businesses need to create awesome customer experience (CX) that excites and engages their audience. Research shows that customers no longer base their brand loyalty on price or product quality. They value experience. It’s no wonder CX is the […]
The Key to Working Smarter, Not Harder, Lies in Plain Sight
Click to learn more about author Nitesh Dudhia. There is a treasure-trove of knowledge that lives in the communications infrastructure of your business. Every day, and in multiple ways, valuable knowledge flows through conversations between employees and customers. Unfortunately, however, most of this mountain of data remains unused and gets buried in archives. Typically, this […]
AI, Communications, and COVID: Leveraging New Tools to Deliver Smarter Conversations
Click to learn more about author Simon Tindal. As a result of the COVID-19 pandemic, the buzz around AI has hit a fever pitch. Already on a mind-boggling growth trajectory with IDC forecasting the worldwide spend on AI systems to grow at a 28.4% CAGR from 2018 to 2023, the COVID-19 pandemic has supercharged the amount […]