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Five trends that will reshape customer experienceApplying the latest research from HBR gives a new twist on this surprisingly relevant 2015 list of CX do’s and don’ts.
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Under siege: Improving customer experience in bankingBanks are ranking low in customer satisfaction, but improvement is possible says Digital Banking Report owner and publisher Jim Marous.
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Next generation anti-money laundering: robotics, semantic analysis and AIAnti-money laundering taken to it's next level is sometimes referred to as AML 2.0 or AML 3.0. What does this next wave of AML technology look like? What can it do that you can’t do with traditional AML? See the results innovative financial institutions around the globe are already getting.
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IoT: The customer experience accelerator you can't afford to ignoreIoT represents a powerful source of data that, when combined with analytics, can yield insights on everything from behavior to emotions to health. And that's why it's key to improving customer experience.
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Effective real-time marketingEffective real-time marketing is about engaging with customers whenever and wherever they are in their buying journey. Organizations should also be focused on knowing what the customer wants (product, pricing, experience, etc.) based on real-time analytics and predictive modeling.
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Contextual engagementCreating contextual customer engagements means understanding enough about each customer to ensure that all communications over time are progressively more anticipated, personal and relevant.
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How to improve your AI marketing skillsMarketing teams can use current AI capabilities to enhance their efforts around campaign automation, dynamic pricing based on forecasting models, and by providing more relevant, real-time customer offers.
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AI marketing: What does the future hold?AI marketing uses artificial intelligence and analytics to improve marketing results while enhancing customer experiences through real-time personalization.
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Customer journey mapping for better omnichannel experiencesIn this video, Daniel Newman principal analyst with Futurum, explains the value of customer journey mapping for improved experiences no matter the channel.
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What is marketing automation?Marketing automation uses the customer data you collect to create more effective campaigns and for better decisions across all channels – email, social and web.
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The marketing analytics must-havesMarketing analytics will attune you to the true signals of what matters to customers as channels, technologies and data push the digital world forward.
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Harnessing the martech advantageMartech vendors have doubled in the past year. Find out what's fueling this growth spurt, and discover three ways to get the most value from your tech spending.
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R 'Ray' Wang: A conversation with a digital disruptorAnalytics Experience 2016 will host a number of influential speakers including Ray Wang, who says data is improving customer experiences in a variety of ways.
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Marketing for the midmarketMidsized organizations know their greatest asset is customer data. With analytics and powerful data visualization they're improving customer engagements.
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Vincule datos en el trayecto del clienteLa gestión de la experiencia del cliente no es una disciplina nueva. Se ha venido utilizando por casi dos décadas.
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Putting you at the frontier of the fan experienceThe fan experience has remained unchanged for decades, but new technologies coupled with advanced analytics is poised to give new meaning to spectator sports.
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Customer journeys: How to be ready when customers visitAnalytics makes customer journeys better. By gathering insights from detailed and diverse data sources, you'll have the right offer at just the right time.
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The marketer's dream: Harmonic convergenceCustomer journey maps, strong internal partners and clear strategies for change can help marketers align organizational efforts to foster peace and harmony.
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The customer journey: Finding the buy signalCompanies spend lots of time determining if a customer is ready to buy. You collect all of the data you can get your hands on. Let analytics help you tune in to the buy signals you're missing.
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The customer journey: Why you need journey mapsIf your customer engagement processes are aligned, then building a customer journey map makes the purchasing decision easier for everyone.
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Keeping your customers happy with assortment optimizationIf you want to make the best assortment decisions possible for your store or chain, let the data your customers provide be your guide.
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Why you should care about episode analyticsThe future of value-based health care requires a better understanding of how patients are treated for thousands of conditions. Only episode analytics can uncover the insights payers and providers need.
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Four multichannel marketing strategies that deliver exceptional customer experiencesMultichannel marketing is being able to accurately identify your customers no matter where they choose to engage with you. Here are the strategies you'll need to employ to create detailed road maps for every customer.
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Marketing measurement do's and don'tsHow can marketers capture the C-suite's attention? Draw a clear line between marketing activities and results.
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La experiencia “ideal” en cada canalEn la era de la omnicanalidad, mejorar las interacciones con los clientes en cada canal, es el desafío continuo. Le contamos como lograrlo adoptando al Customer Decision Hub como el centro de sus estrategias.
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Know your data, know your customersIn the digital world, customers expect to be known as individuals with distinct preferences, not just as one member of a segment. Learn how to start with analytics.
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Empty shelves: The retail analytical talent deficitIf you already have an analytics team, you know how hard it is to attract and retain top talent. If you're trying to build a team, here are some ways to find (and keep) the analytical experts you need.
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The era of gargantuan dataAt The Big Show in New York City, we heard from eBay, Chico's and Brooks Brothers about their use of big data for customer loyalty.
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Seven characteristics of the modern consumerToday's consumers are connected, content driven and global. Learn how leaders from eBay, Chico’s and Brooks Brothers described their shoppers at the recent Retail Big Show.
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Improving customer experience with digital marketingAdvanced analytics can help bankers predict customer behavior and deliver personalized offers to customers just at the moment they're most open to receiving them.
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Five content strategy lessons from ANZ BankContent marketing has helped ANZ dramatically increase online sales of its business products. Find out what they've learned about content strategy.
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Five tips for improving customer profitability from Harvard Business ReviewRight now, customers are experiencing your company online, on your mobile app, by phone and in person. Are those experiences forging a bond – or driving them away? New research from HBR reveals the customer experience lessons you need to apply now.
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Three tips for data-driven marketing from the Las Vegas SandsRom Hendler, Chief Administrative Officer for the Las Vegas Sands is a firm believer in managing marketing with analytics. Here's how he does it.
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How to build a mobile marketing strategy
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Four ways Vail Resorts creates epic experiencesVail Resorts is a coveted vacation spot, sure. But did you know the resort is also a social media titan? Find out how Vail Resort gained 35 million social media impressions and turned happy guests into brand ambassadors.
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USAA shares five keys to marketing analytics excellence In 2009, USAA made a big change to eligibility requirements -- and marketing analytics became key to their new marketing strategy. Chief Data and Analytics Officer Doug Mowen implemented the change and shares five tips that can help any marketing organization achieve excellence.
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Do marketers need real-time analyticsHow can you ensure that real-time analytics enhances your customer and marketing operations? Here are four tips for applying real-time approaches.
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How do you build loyalty with fickle online shoppers?With a roster of millions of active members, flash sale phenom Gilt seems to have found the secret to personalized digital marketing. Here’s how they do it.
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Six steps to optimize your marketing What’s keeping organizations from realizing the full value of their marketing optimization solutions? What are the most common pitfalls marketers encounter as they adopt it? And what needs to be in place in order for marketing optimization to work effectively?
To answer these questions and more, here are six best practices.
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Seven marketing operations best practicesWith the explosion of channels, microsegmentation of customers and increased globalization, marketing is more complex than ever. Here are seven best practices marketing execs can use to reduce the gap between expectations and results -- and increase ROI.
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The digitization of everything — its impact on customer experienceWhen your coffee barista greets you by name and has your usual morning order piping hot and waiting for you — that’s customer relationship management at its finest. But with tech innovations rapidly merging the digital and physical worlds, what will CRM look like in the future? Brian Vellmure explores this question and more.
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The digitization of everything – its impact on the buyer’s journey and marketing’s roleFor nearly a century, the buyer’s journey was relatively linear. Advertising through mass media led to conversing with salespeople, friends and family. A purchase was made. But in today’s digitally networked world, studies show there are 3,000 different paths to purchase. How does marketing respond to this new reality? Brian Vellmure has answers.
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A lesson in customer service from Chick-fil-A President Dan CathyDoes Chick-fil-A’s commitment to be kind to employees and provide heartfelt hospitality to customers make the food taste better? President and COO Dan Cathy says it does, and the numbers back him up. He recently shared the secret behind the family-owned company's success.
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Marketing-IT alignment is possibleAdele Sweetwood’s marketing organization has a strong partnership with IT, but it wasn’t always so. For the many marketers out there still struggling, here are her six tips for building the relationship.
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Brian Solis on making business more humanHow can marketers connect with customers in the new digital economy? In this short video, Brian Solis, Principal Analyst at Altimeter Group, advocates going back to the basics: what customers think, believe and share with others.
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Seth Godin’s rules for marketing in the new economyAre you invisible or remarkable? That's the question Seth Godin believes marketers should ask themselves in the new economy. And there are three simple reasons why.
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Marketing optimization: Five lessons learned at a major US bankHow does a bank know what you need when you visit its website, open the mobile banking app or walk into the branch? For one of the largest banks in the US, the answer is marketing optimization. Here are five lessons they’ve learned.
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Banking on big (and small) data to understand your customerHow can banks understand customers in the digital world? By combining the small data view with big data approaches. The result: personalized digital marketing.
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Harry & David's customer focus fuels incredible comeback Harry & David not only emerged from bankruptcy -- the company achieved double-digit growth in less than two years and became a $300-400 million retailer. Here's how they did it.
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It’s time for marketers to get serious about dataShould your data be doing more for you, or should you be doing more with your data? The answer for marketers is yes to both parts of the question.