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Customer Service

3 companies navigating the pandemic by driving customer experience

Female retail customer during pandemic

It’s no surprise that the COVID-19 pandemic is impacting businesses and consumers alike. As a retailer, you may have had to pause in-store operations and determine how to enhance your digital experience all while serving customers at the same level as you did pre-pandemic. Retailers are now leaning on their customer experience more than ever to drive sales in an everchanging world.

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How to stop data quality from undermining your customer experience

customer experience data

Nearly one-third of customer and prospect data believed to be inaccurate, delivering personalized product offerings and critical consumer goods can be a hurdle. We’re here to help you with a strategy for quickly addressing growing volumes of inaccurate data so you can meet the pressing real-time needs of your customers.

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New research: The rise of data enablement

69 percent of organizations report struggles to become data-driven and that it takes too long to get actionable insights from data. We spoke with more than 500 data practitioners to understand how they want to leverage data across their business and if they are looking to enable more individuals to become data-driven. Discover the top takeaways!

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How bad customer data impacts your brand equity

Bad customer data can be likened to a bad social media gaffe where a brand gets something wrong and all hell breaks loose. The immediacy is felt and negative brand equity is generated. But typical to Twitter, it is instantaneous—and in most cases, the outrage is short-lived. Often, it’s because a business isn’t quite aware of what audiences it is catering to and what they may or may not be interested in hearing.

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Why insights-driven businesses are winning in the digital age

Digital transformation is the modern-day Gold Rush. To reach new markets and grow revenue, business leaders across industries are flocking to embrace new technology and digital processes. And it’s no wonder why! The digital economy offers a myriad of benefits to businesses and consumers alike. While consumers can expect mobile-optimized and personalized experiences, businesses will appreciate having better insight for decision-making and product innovation. However, digital transformation also brings its own set of challenges, from external regulatory hurdles to internal technology limitations.

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Keeping it REAL at AAMVA International Conference 2018

This year’s AAMVA International Conference (AIC) was held in the “City of Brotherly Love”—Philadelphia, Pennsylvania. As it does each year, the AIC attracted representatives from across the North America who work in the public sector, particularly those that work in the motor vehicle space. The conference, which ran from August 21 – 23, covered many of the most pressing topics currently facing those in the motor vehicle space. There is a major emphasis on improving the customer experience and reducing wait times at department of motor vehicle branches in regions across America. One of the major areas of emphasis comes around the regulations for REAL ID.

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Improving the constituent experience at the 2018 Northern California Assessors' Association Conference

This past week I attended the Northern California Assessors Conference (NCAA) in South Lake Tahoe, CA. This conference provided an opportunity to network with county assessors across the region and understand opportunities to maximize success. 

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Empathy as a competitive advantage

Earlier this year, I attended the Sirius Decisions 2018 Summit. For those firms seeking a framework to help them plan their digital transformation, the summit didn’t disappoint. With well over two hundred sessions, delegates could choose form a wide range of topics grouped into four main streams: account-based marketing, channel marketing, portfolio (product) management, and sales strategy and operations. The sessions included presentations from Sirius Decisions (SD) staff covering most of their 14 different frameworks, SD framework and partner technology case studies presented by their customers, and several motivational keynotes from SD management and outside speakers.

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Email reputation 101

Have you ever launched an email campaign only to find out that most of your emails never even made it to the intended target due to soft or hard bounces? Have you ever spent a large amount of your budget on syndicated content and then come to find out that your target audience is from a database that was collected from tradeshows and POS systems where a consumer’s email is captured with no verification? How can you determine if those email addresses were correctly captured? Whether the information was wrong at point of capture, or became outdated, these issues ultimately contribute to your company’s email reputation.

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How data quality can help improve the mobile experience

As mobile devices continue their rise to prominence, organizations in every industry are clamoring to find ways to optimize the mobile experience for their customers. At this point, a positive mobile experience has become virtually synonymous with a positive customer experience. Simply designing an app or making your website mobile responsive is a great place to start, but how do you continue to optimize the experience from there? A good mobile experience is all about making it as simple and frictionless as possible. And that’s where data quality can truly help.

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