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Customer Data Platforms Key to Seamless Omni-Channel Experiences
by Roland Bühler
The digital era has ushered in an exciting new chapter in consumer experiences, but it can be challenging for organizations to deliver the seamless customer journey across various analog and digital touchpoint that consumers now expect. To remain competitive, organizations are seeking to engage customers with highly personalized marketing messages and recommendations, and to provide the right information at the right time. However, many organizations struggle to do this because customer information is often distributed across several different departments in databases that are often...
Blog
Conversational AI Building Platforms (Market Compass Preview)
by Roland Bühler
AI-based conversational interfaces developed plenty of hype for use cases within marketing, sales, and service management. Various types of solutions are on the market, offered by both small start-ups and large, international, established enterprises. More than a hype Conversational interfaces experienced hype in 2016, followed by some disillusionment in the next years, as many solutions were technical gadgets rather than delivering real value. This is about to change, as many solutions are more mature now - and implemented as a part of digitalization projects within marketing,...
Blog
Data Privacy & CX
by Roland Bühler
Beyond the new data privacy regulations: how to improve customer understanding and the customer experience? When it comes to state-of-the-art sales and marketing, customer experience (CX) is a highly important topic. Creating and analyzing outstanding customer journeys while considering attractive and suitable marketing touchpoints are seen as key to success when it comes to omnichannel marketing. The customer experience depends on many factors, all of which have to be considered in terms of strategic and operational marketing. A key topic is the individualization of various...