Customer Experience
Articles Tagged customer experience:
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Customer Data Platforms
Redefining Customer Experience: The Role of AI at the Frontline and the Power of CDPs
Integrating Generative AI (GenAI) into customer-facing roles is revolutionizing the landscape of customer service. From online chatbots and interactive voice response (IVR) systems to fast-food drive-thrus, Gen AI-enabled systems are enhancing how businesses interact with their customers. A notable example is Yum! Brands, the parent company of Taco Bell, Pizza Hut, and KFC, partnering with NVIDIA AI to implement AI-driven…
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Artificial Intelligence
Relationship Design in the Age of AI: Ogilvy One’s Pragmatic Approach for Navigating AI without fear
Ogilvy One, the Customer Experience, Marketing, Data and AI agency within Ogilvy marks a renewed focus on data-driven marketing strategies. The company has reintroduced its methodology under the framework of relationship design, a concept based on understanding the intricate dynamics between brands and consumers. At Adobe Summit, I sat down with Ravi Pal, Global Chief Technology Officer at Ogilvy One,…
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Social Media & Influencer Marketing
Should You Leverage Awards in Your Marketing Strategy?
Winning an industry award can be a significant victory for companies, products, or individual professionals. But beyond the trophy and press release, business owners often ask: Do awards really move the needle in marketing? Let’s examine whether pursuing awards is a viable marketing strategy, backed by data and expert insights, and how to navigate the world of accolades without falling…
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Analytics & Testing
Feedier: Capture Actionable Customer Intelligence with AI
Organizations are overwhelmed by customer feedback from countless touchpoints—emails, surveys, reviews, support tickets, etc. The challenge for mid-sized to large enterprises and public institutions isn’t a lack of data; it’s making sense of it all. Traditional feedback analysis methods are time-consuming, heavily reliant on manual processes, and fail to convert insights into real-time action. As a result, customer experience (CX)…
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Artificial Intelligence
Building the Future of Marketing with AI and Operational Excellence: Hilary Cook at #AdobeSummit
In yesterday’s Adobe Summit keynotes, Hilary Cook, VP of Global Marketing Operations at Marriott International delivered a compelling keynote that challenged marketers to rethink their approach to artificial intelligence (AI), process optimization, and customer-centric marketing strategies. Table of ContentsLooking the Future in the Face: AI and Readiness AssessmentBreaking Down the Complexity of Marketing OperationsExecutive Alignment: The Catalyst for ChangePiloting, Scaling,…
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Artificial Intelligence
Adobe is Infusing AI Into Every Aspect of Marketing Creativity, Production, and Personalization #AdobeSummit
We are in the golden age of design, and enterprises all across the globe are investing in people and technology to elevate the look and feel of their communications. AI is accelerating and expanding the creative aperture for everyone, opening the content floodgates, tapping into imagination, and massively increasing the number of creative assets being designed, edited, and delivered. Shantanu…
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Analytics & Testing
Digital Transformation in Retail Luxury: An Interview with Manuel Neto at #AdobeSummit
Luxury fashion has long been defined by craftsmanship, exclusivity, and a firm reliance on tradition. But in an era where data drives competitive advantage, even heritage brands must evolve. Capri Holdings (the parent company of Versace, Jimmy Choo, and Michael Kors) is leading that charge by integrating data analytics into its business strategy. I had the opportunity to sit down…
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Sales and Marketing Training
The Explosion, Erosion, and Meandering of Marketing and Sales Technology
There is an undeniable synergy in how industries evolve—news, food, music, transportation, or technology. The speed of transformation has accelerated due to rapid advancements in artificial intelligence (AI), automation, and digital connectivity. What once took decades to shift now happens in a matter of years—or even months. Marketing and sales technology, fueled by AI and automation, follow the same pattern:…
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Sales Enablement, Automation, and Performance
CloudTalk: The AI-Powered Business VOIP System for Sales and Support
Companies need a reliable and intelligent communication system to optimize their outreach, streamline customer support, and enhance operational efficiency. Traditional phone systems often fail to provide the necessary tools for scaling and automation, leading to missed opportunities and inefficient workflows. Businesses require a solution that ensures seamless communication and integrates AI-driven insights to maximize performance. CloudTalk CloudTalk is an advanced…
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Sales and Marketing Training
Reframing Marketing Operations: Evolving Roles, Strategic Impact, and the Intersection with Product Management
Traditionally, marketing operations (MOps) has been a department focused on the tactical execution of efforts like campaign management, platform optimization, and lead nurturing. While these remain key parts of the role, it’s evolved beyond this and now encompasses strategic influence. In order for MOps professionals to contribute maximum value to their organizations and extend their career trajectories, they must also…
