For Wix, consolidating its marketing stack not only improves internal alignment but also results in an improved customer experience. The website-building company operates with teams worldwide, and is currently scaling down from about seven different marketing automation platforms.
Article
| Aug 11, 2023
Retailers are increasingly turning toward drones, robots, and automated systems to improve fulfillment and the in-store customer experience (CX).
Report
| Oct 21, 2022
Generative AI is prying open tech budgets: AI can augment existing roles in marketing and customer service, enhancing their efficiency—but retaining human oversight remains critical in such a highly regulated industry.
Article
| Jul 31, 2023
The CX leadership position is new and amorphous. But companies that get it right will develop a stronger culture and business results, while those without the right components in place will see their programs fail.
Report
| Sep 1, 2022
Article
| Jul 21, 2023
On today's episode, we discuss what to make of Twitter changing its name to X, whether Walmart is crushing Amazon in the grocery wars, what a billboard in your living room would look like, what Gen Z has done to the purchase funnel, why Airbnb doesn't have a loyalty program, what the most popular museums around the world are, and more. Tune in to the discussion with our vice president of content Suzy Davidkhanian and analysts Blake Droesch and Carina Perkins.
Audio
| Jul 28, 2023
Machine learning and engineering can optimize these crucial components of the customer journey. Today's customer journey is complex, as a customer engages with brands through a myriad of channels—in-store, desktop website, mobile website, app, partners, etc. Moreover, they expect a seamless experience across all these channels.
Article
| Mar 29, 2024
Hyper-personalization can improve experiences at every step of the customer journey. Retailers and brands should map out their customers’ journeys and identify priority touchpoints for personalization in all stages—from awareness to purchase and advocacy. Some potential use cases in retail include:. Tailored advertising and marketing. Unique landing pages and product descriptions. Personalized search.
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| Mar 4, 2024
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| Aug 28, 2023
Source: Salesforce
Nearly all (90%) of online shoppers say the shipping experience accounts for at least half of their overall online shopping experience, per UPS Capital’s “How Shipping Experience is Driving CX” report.
Article
| Mar 8, 2024
Key takeaways: Customer retention requires a delicate balance of many factors including digitization, customer service, security, rates, and product offerings. However, focusing too much bandwidth on just a few of these factors can leave FIs dropping the ball on personalization.
Article
| Mar 8, 2024
And baby boomers scored customer service as high as security features. 92% of baby boomers believe a banks’ reputation is very important, compared to 72% of Gen Zers. But what about crypto? This popular digital currency is often in the news, making it seem like a popular component in a modern investment strategy.
Article
| Mar 25, 2024
Article
| Jul 6, 2023
Report
| Jul 8, 2022
Shoppers want AI to help with product research and customer service.
Article
| Feb 29, 2024
How we got here: Many banks have enhanced the customer experiences on their apps and websites by streamlining digital account access. That’s included enabling voice and facial recognition for a simpler, quicker login. Meanwhile, AI has developed to the point where it enables bad actors to mimic users’ voices or images to gain entry into accounts.
Article
| Apr 8, 2024
Marketers wanted AI to better map to customer relationship management (CRM) and other tools, making content recommendations and optimizing user journeys across channels. Real-time sentiment analysis with AI could provide immediate feedback and help improve the customer experience. Back compliance and procurement processes. Marketers would like AI support for targeting specific regions or geographies.
Report
| Mar 7, 2024
The panel clearly illustrated that thoughtfully combining loyalty data with the expanding capabilities of retail media networks can create powerful synergies and drive engagement, personalization, authenticity, and overall effectiveness across the customer journey.
Article
| Apr 18, 2024
—will increase for teams across companies and can negatively affect brands and customer experiences. Predictions. B2B marketers will leverage data analytics with genAI for hyper-personalization and to gain deeper insights into customer behaviors.
Report
| Dec 8, 2023
That will add pressure on banks to optimize their CX with AI. Regulators’ attention to chatbot weaknesses may reassure wary consumers that guardrails are on the way. The Consumer Financial Protection Bureau worries that chatbots will rise at the expense of human employees, hurting customer service.
Report
| Jan 16, 2024
By upgrading and integrating voice of the customer strategies throughout the entire organization, businesses can improve the customer experience and boost financial results.
Report
| Apr 26, 2022
Personalizing the customer journey: One of the use cases retailers are most excited about is the potential for genAI to offer consumers a more relevant, highly personalized shopping experience.
Article
| Jan 16, 2024
Along with digital upgrades, banks must improve the customer experience with relevant products and services.
Article
| Jun 13, 2023
AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.
Report
| Mar 31, 2022
Path to Purchase Institute. Rokt. The Harris Poll. The Trade Desk. TikTok.
Report
| Dec 14, 2023