Articles
Channel: Customer Experience
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Put Machine Learning to Work on Your Ecommerce Taxonomies
Machine learning has come a long way in the last couple of decades, but it hasn’t come far as people sometimes imagine. Rather than AI taking over processes completely, it is helping to increase the efficiency of human-led processes.
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Machine Learning Ushers in a New Era of Customer Experience
Customer experience initiatives are getting stuck with quite a few weighty labels lately: next key battleground, primary competitive differentiator, table stakes. And momentum for this topic is not slowing anytime soon.
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With Customer Experience Design, Less is More
Professional artists and designers intuitively know the value of the invisible. The so-called “negative space” that surrounds objects and typefaces — whether in fine art, advertising or app design — directs viewers’ attention to the subject or message, rather than distracting or confusing them with clutter.
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How Machine Learning Improves CX (and Increases Revenue)
As machine learning algorithms are increasingly embedded in today's analytics applications, this offspring of artificial intelligence is grabbing headlines. In reality, however, the technology isn’t as new as you might think. Its roots in academia date back to the 1950s.
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Marketers: Stop Abusing Your Email Lists
What is up with email marketing right now? Have you noticed the “whiny toddler” emails you’re getting lately? The insistent subject lines, the aggressive, wheedling tones, the shrill shouting for your attention? I was recently at a conference and the amount of email I got from vendors was ridiculous —
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ICYMI: Comcast's Customer Experience Lessons, Blockchain in Marketing
Do you ever wish you had psychic abilities to determine future industry and market trends? Me too. Unfortunately, I don't possess the ability. But reading up on last week's big stories can help give you insight into industry trends you should have on your radar. Read on.
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Customer Experience Is a Cross-Organizational Function
BOSTON — Organizations striving to deliver exceptional digital customer experiences often forget to clean up their own house first. In other words, you can’t be customer-centric if you’re not brand-centric. That means alignment across the entire organization, and not with just the customer experience team.
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Comcast (Yes, That Comcast) Knows a Thing or Two About Customer Experience
The following statement may surprise many: there's much to learn from Comcast’s customer experience team.
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Engage Your Audience With the Element of Surprise
The best mystery novels rely on surprise plot twists to keep the reader hooked through the end of the story. Some of our favorite movies use misdirection and surprise endings to entertain.
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When Machine Learning Benefits Employees and Customers Alike
Anyone who's opened a brokerage account, managed an issue with the tax collector or was admitted to a hospital knows the frustration of the waiting game. The level of complexity in regulated industries such as finance, healthcare and government requires human judgment to make even typical processes operate correctly.
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5 Steps to a Strong CX Metrics Program
Customer experience (CX) metrics programs are a critical component of any company’s CX efforts. Unfortunately, many programs fail to drive sufficient action. A CX metrics program is much more than a dashboard of numbers reported out at regular intervals.
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Why Government Must Care About Customer Experience
For too long, government has felt comfortable behind the shield that it is a monopoly. But today, if government can’t prove it’s useful, it will face continuing challenges to its authority and purpose.
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Can You Hear Me Now? Feedback Loops Put Customer Feelings to Work
Anyone dealing with the airline industry knows the woes of travelers done wrong. Cancelled flights. Overbooked routes. Dragging paying customers off an aircraft. It’s mind boggling how clearly customers state their feelings about a brand yet that company still does nothing to address the situation.
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Want to Hear the Voice of Customers? Listen to Your Employees
Customer experience has existed in one form or another for as long as people have bought and sold goods. But in the age of the customer, it’s become one of the final battlegrounds where brands can compete for business and loyalty. And with good reason. Seventy-five percent of consumers
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