Customer Experience
Data, or rather the intelligent exploitation and analysis of customer data, is the basis for optimizing the customer journey. With the proliferation of touch points and fragmented customer journey, it’s increasingly difficult to deliver a smooth, engaging and personalized customer journey and experience.
What can Artificial Intelligence solutions offer to go beyond simple customer journey analysis? With data collection and customer knowledge at the heart of the issue, discover the tools and methodologies that can be used to leverage Data to optimize the customer journey.
Customer Experience: a new digital marketing paradigm
Customer Experience has been at the forefront of marketing agencies’ and departments’ discourse for a number of years…and more importantly, a key enabler for the transformation of customer paths and companies’/administrative bodies’ internal processes and organisation. When it comes to business, digital transformation’s reach can be so deep that it warrants the modification of business…
5 new Customer Engagement trends reshaping the Digital landscape
To some extent, our habits and way of living may be changed forever by the pandemic that started in 2020. Nevertheless, the goal of digital marketers has remained the same: providing a consistent customer experience across every channel through every step of the customer’s journey. This new pandemic situation has brought a huge shift in…
Digital Customer Experience with Chatbots
Customers are placing more and more value about their own experience and have higher expectations in terms of availabilities, time to answer, self-service tools and easier messaging conversation solutions. In addition there is an increasing pressure for efficiency for businesses which results with a limited customer service and many new challenges for businesses. To answer…
The 10 golden rules of Total Experience
During the past pandemic, customers all over the world had not much alternatives but to shop online. It is a habit that people will maintain also once life returned to normal. The COVID crisis demonstrated a split in companies and the way they managed this run to digital. We can distinguish already 2 types of…
Is your marketing science?
Is marketing science or art? It seems that the only correct answer to this good old question is “a bit of both”. That being said, its scientific dimension has gained some serious ground over recent years, a fact which the following article explores further… My first job, when I first started working in marketing some 20 years ago, involved conducting market…
Customer Experience: high quality performance starts with data collection
At a time when digital transformation projects have been given a boost by the worldwide lockdown situation and the need to develop remote collaboration as well as online sales activities, we feel it would be interesting to propose a new framework for thinking about marketing and sales company data. In this day and age of ad blockers, regulatory constraints, imminent end of…
Data-driven business applications should become the norm
In previous articles, we mentioned that new work practices, such as the building of flexible architectures and services, and the provision of support to companies in customer success management mode, are emerging. However, what we did not mention is the underlying role played by data in each of the cases… No continuous improvement and no…
How Chatbots can improve your Customer Engagement
Customer support automation supported by AI driven knowledge management and NLP technologies is definitely making the difference for companies today. Whether for internal or external purpose, the advantages offered from Chatbots are huge regarding customer & product support. Discover more how Chatbots are revolutionizing the customer experience. Our Orange Business Expert Podcast strive to answer…
Smart Goals Analytics: how to encourage conversions on your website using Google smarts?
For a number of years now, Google has been making Smart Goals available to Google Analytics (website traffic analysis tool) and Google Ads (Google’s advertising platform) users. The objective of these “smart” goals is to optimise website performance based on their best sessions and using Machine Learning. Smart Goals are particularly useful for measuring conversions and…
How a FAQ chatbot does more than just respond to questions
With the increase of products and services available today, the basis of competition is changing. Differentiation in customer experience is becoming more important than ever for customers to decide between similar offers, as they place more value on experience. Moreover, customers’ expectations have risen to new levels. Are you available 24/7? Are your answers fast…
How an FAQ chatbot does more than just respond to questions
With the increase of products and services available today, the basis of competition is changing. Differentiation in customer experience is becoming more important than ever for customers to decide between similar offers, as they place more value on experience. Moreover, customers’ expectations have risen to new levels. Are you available 24/7? Are your answers fast…
Create amazing experiences through conversational marketing
Is your challenge creating amazing experiences and driving results at the same time? A customer engagement strategy based on personalization alone will not be enough. You need to step up your game and enable marketing conversations with your customers! How marketing conversations drive both ROI & experience In this webinar, which you can now watch…
A chatbot is not just a chatbot
Whenever I start a conversation on chatbots, I realize many of my interlocutors have are already familiar with them. Sometimes the experience was good, mostly, they had mixed feelings, and sometimes they had a very poor experience with the implementation. Often, when their experience was not good, they blamed the bot for not solving their…
Chatbot/Voicebot: do you know how these technologies work?
Chatbots have experienced significant development during recent years and numerous sectors (e.g. customer service) are now starting to use them. But what are they, how do they work and what do they bring to the table? Chatbots: what are they? Generally, a bot answers questions asked by human beings, and not the other way round.…
Covid-19 Chatbot: How an AI driven FAQ-chatbots does more than just respond to questions
How can a chatbot help you answer internal and external questions better & faster? Can you keep up with the tidal wave of questions on Covid-19? Learn how a chatbot solution can be of considerable help. Now, and in the aftermath of the crisis. A cost-effective solution to support your business In this webinar, which…
Real-Time Customer Data will shape the finance industry’s future
In recent years, finance institutions have been facing a challenging market situation. Low interest rates, the requirement for increased monetary reserves and stricter regulations have been putting pressure on profit potentials. Besides, the advent of new rivals in the industry has toughened the fight for market shares. In a 2020 Digital Trends report, Adobe ranked…