- 5 April 2018, 08:00 in Customer Experience

How to Ensure AI Doesn't Make Your Customers Hate You

No marketing plan aims to create chaos for consumers, but marketers must be cautious about how their AI-powered outreach actually operates in the wild lest they see their customers alienated by machine learning run amok.

AI is a big category of technology that may be able to help you address your marketing needs, and it’s not all chatbots and games. AI can improve audience segmentation, target ad messages, create product-pricing models...

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- 15 June 2020, 08:00 in Customer Experience

5G will advance all of society as we know it

“2020 is the year of 5G.” How many times have we heard that phrase, or...

- 23 November 2017, 08:00 in Customer Experience

How Fragmented Customer Experiences are Holding Brands Back

Sometimes it’s not the experiences that matter, but the spaces between them. So often, this...

- 13 November 2017, 08:00 in Customer Experience

Why Online Retailers Need to Step Up Live Agent Provision

Normal shopping rules don’t apply online. Where bricks and mortar stores close at 5pm, the beauty of the internet for consumers is that shops...

- 8 November 2017, 08:00 in Customer Experience

A Segment of One: The Next Generation of Customer Engagement

Businesses today are certainly not lacking when it comes to access to customer data. According to new research by Vanson Bourne and Sitecore, on...

- 7 November 2017, 08:00 in Customer Experience

How to Achieve Consistency and the Best Customer Experience Across Marketing Channels

It is no secret that the customer is the centre of the universe for many brands. And so they should be; after all, they ultimately pay a...

- 31 October 2017, 07:45 in Customer Experience

Is the Transactional Email Experience Critical for Customer Loyalty?

All businesses are guilty of it, focusing daily on acquiring new customers, ensuring they convert with their brand and not with a rival...

- 14 September 2017, 08:00 in Customer Experience

Getting to ACE: Autonomous Customer Experience

We hear a lot of hype about how AI technology, such as chatbots, is advancing to minimise the amount of contact a customer has with a contact centre,...

- 13 September 2017, 08:30 in Customer Experience

AI-Based Chatbots Could Help Telcos Deliver on Customer Experience

Data analytics has completely transformed the digital customer journey, enabling everything from personalised, real-time e-commerce recommendations...

- 4 September 2017, 08:30 in Customer Experience

Moving Beyond Old-fashioned Customer Engagement

Today’s customer is different. They are particular about where they spend their money. They aren’t as loyal as they once were and if you...

- 4 September 2017, 07:30 in Customer Experience

The Essential Role of Unstructured, Human Data in Customer Experience

For over 500 years, scholars and art historians have debated whether or not the woman in the Mona Lisa is smiling. Detailed analysis suggests that...

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