Customer Experience
Articles Tagged customer experience:
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Customer Data Platforms
The Convergence of CRM, CDP, and AI: Transforming Customer Experience and Maximizing Marketing ROI
As a marketer, you’ve likely heard the terms Customer Relationship Management (CRM) and Customer Data Platform (CDP) thrown around, but understanding their differences and how they can work together is crucial for making informed decisions about your marketing tech stack. In this article, we’ll dive into the similarities and differences between CRMs and CDPs, explore their unique capabilities, and discuss…
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Artificial Intelligence
Why Brands Are Firing Basic Chatbots And Onboarding More Impactful Conversational Tools
Today, nearly every brand’s website features a chatbot to support customer interactions. But just because chatbots are widespread doesn’t mean they provide the best possible customer experience (CX). Many scripted chatbots are clunky, unhelpful, difficult to navigate, or all of the above. Nearly three-quarters of consumers say chatbots aren’t able to handle complex questions and often provide inaccurate answers, while half…
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Customer Data Platforms
Top 8 Loyalty Program Ideas You Need to Try in 2024
Is investing in customer loyalty still a good idea? Sure, if you know which strings to pull. Find out which strategies work in 2024 – get inspired with our list of the most creative and innovative loyalty program ideas. What is Customer Loyalty? Customer loyalty refers to the ongoing, positive relationship between a customer and a brand, characterized by repeated…
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Content Marketing
The Composable Roadmap is An Action Plan for Agility
The ability to swiftly adapt and innovate is not just an advantage—it’s a necessity for survival and growth. We explore this in our latest book, The Composable Roadmap: An Action Plan for Agility in a Modern Digital Marketplace, now available. The concept of composability in business architecture advocates dismantling monolithic, rigid systems in favor of flexible, modular components. Why is…
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Artificial Intelligence
ChatBot: Automate Website Interactions and Boost Sales with an Intelligent Chatbot Platform
Businesses are challenged to provide prompt, personalized, and efficient customer service across multiple channels. Few affordable options exist to scale a customer service team to meet today’s prospect and customer expectations. Companies must find innovative solutions to meet these demands while optimizing their resources and driving growth. This was the promise of AI-powered chatbots. However, many original chatbot providers offered…
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Artificial Intelligence
Three Ways AI Can Help Businesses Deliver Non-Linear Customer Service
Traditionally, most customer journeys have been linear. Customers contact support and go through a step-by-step process with little room for personalized responses. This conventional approach failed to account for individual customer needs, and in an era where customer expectations are far more dynamic, these linear models don’t deliver results. A non-linear approach to customer service places artificial intelligence (AI) at…
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Email Marketing & Automation
Mastering Email Response Management: A Comprehensive Guide for ERM
Email has become an integral part of modern business communication, and managing email responses effectively can significantly impact customer satisfaction, productivity, and overall organizational efficiency. Email response management refers to handling incoming emails in a timely, consistent, and organized manner. It encompasses various aspects, including setting response time expectations, prioritizing emails, delegating tasks, and tracking and analyzing email metrics. The…
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E-commerce and Retail
Navigating Sales Tax for SaaS Businesses: Best Practices and Platforms
As Software as a Service (SaaS) businesses continue to grow and expand their customer base across different states, it’s crucial to understand the complexities of sales tax compliance. Each state has its rules and regulations regarding the taxation of SaaS products, making it challenging for businesses to stay compliant. This article will discuss best practices, do’s and don’ts, and platforms…
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Marketing & Sales Videos
Reimagine Your Customer Experiences by Looking Through the Lens of Virtual Options
Leaders who have looked through the lens of virtual options have identified viable opportunities to build fascinating virtual businesses in categories where the virtual previously never played a part. Whether looking at real estate or exercising, holding meetings or talking to the pediatrician, getting help with our taxes or tutoring for math, the spectrum of disruptive innovation categories is wide…
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Analytics & Testing
Customer Retention: Statistics, Strategies, and Calculations (CRR vs DRR)
We share quite a bit about acquisition but not enough about customer retention. Great marketing strategies aren’t as simple as driving more and more leads, it’s also about driving the right leads. Retaining customers is always a fraction of the cost of acquiring new ones. With the pandemic, companies hunkered down and weren’t as aggressive at acquiring new products and…
