Why AI mastery is key to becoming a CX championÂ
Even with all the technology available today, true CX champions are still a relatively rare breed. A recent study by MIT, on behalf of SAS, found that just 15 per cent of organisations can claim to be CX champions, while the vast majority (70 per cent) are followers and 15 per cent are laggards.  In…
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Everyone else is
Well, not everyone. Just most people. When you do something that everyone else is doing, youâre likely to get what everyone else is getting. But in almost every population, âeveryoneâ leaves out the people who go first, who change things, who are weird and who challenge the status quo. Thatâs an option, even when it [âŚ]
Data, information and decisions
Data is everywhere, but turning it into information isnât free. It takes focus, effort, consultation and time. More information is only useful if it helps you make a decision. Knowing the temperature on Saturn isnât useful. Knowing it to even more accuracy is less useful. Thatâs because weâre not making any decisions that involve the [âŚ]
Leveraging the power of conversational AI for improved customer experience
Conversational AI chatbots have become a popular approach for organizations across various sectors to communicate with their consumers. At a time when remote working is more prevalent than ever, chatbots have helped many organizations maintain a consistent customer experience and enhance brand loyalty. With consumers seeking a digital experience that is available 24/7, the potential…
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Is there any product that can predict users’ pain points on websites from their behaviors?
There are many research tools which conduct surveys to detect pain points, but such tools may not be able to capture the voice of silent customers. Predicting pain points from the event logs of websites will give great insights.
I googled for such tools, but I couldn’t find one.
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Five beats
When weâre close to an answer, there are two easy pathsâname it, right now, and move on. Or avoid the answer and the responsibility that comes with it and stall. The best path is the third one. Wait for five beats. Kneejerk is not an admirable trait. A few breaths before we rip into someone. [âŚ]
New research ahead of the GDPR anniversary reveals the gap in expectation when it comes to ethical marketing
New research launched this week by data-driven digital marketing agency Precis Digital, and leading global research company Forrester Consulting finds that 80% of marketers rank customer satisfaction as the number one most important outcome for their marketing programmes. However, only 49% indicate that they would go beyond what regulations such as GDPR require, to adopt…
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New research shows that 32% of UK workers are surveilled by employers
According to recent research, employers âspy onâ a third of UK workers, and webcam monitoring has more than doubled. Bosses and business owners are using dystopian surveillance tools more often to make sure their workers are being diligent. As we get used to new ways of performance measuring and the required maturity to trust fellow…
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