Exploring the MarTech & CX Landscape
Phone conversations can provide valuable data that helps businesses identify and qualify high-quality leads. By analyzing the content and context of these conversations, organizations can gain insights into the needs, preferences, and behaviors of their customers. This data can be used to determine which leads are more likely to convert and become valuable customers.
Customer-centric personalization using AI is a strategy that focuses on tailoring marketing and customer service efforts to individual customers based on their preferences, behaviors, and real-time context. This approach moves away from traditional product-centric campaigns and instead puts the customer at the center of the marketing and service efforts.
Omnichannel excellence has become a key focus for retailers in recent years and will continue to be in the future. This concept refers to the seamless integration of various channels, such as brick-and-mortar stores, online platforms, mobile apps, and social media, to provide customers with a consistent and excellent shopping experience.
Organizational alignment is key when it comes to the successful deployment of machine learning projects in the enterprise. As discussed in the podcast interview with Eric Siegel, the biggest mistakes that organizations make when it comes to machine learning projects are often organizational rather than technical. This highlights the importance of aligning the business and technical aspects of the project, as well as ensuring that all stakeholders are on the same page.
Fostering connection for creative potential is essential in today’s fast-paced and ever-changing business world.
In the podcast interview featuring Fred Reicheld, the concept of “Center customer in purpose” is highlighted as a key theme in his new book, “Winning on Purpose.” This concept emphasizes the importance of placing customers at the core of a company’s purpose and operations.
Placemaking is the art of creating spaces that provide a backdrop for life’s experiences, making people feel comfortable and at ease. In the podcast interview with Adam Chen, architect TJ Carvis discusses the importance of placemaking in his work at Gresham Smith, focusing on creating spaces that allow people to feel and perform their best in live, work, and play environments.
Happy customer feedback is a valuable asset that organizations can leverage effectively to drive success in their marketing and sales efforts. In a podcast transcript discussing the importance of user evidence, the speaker highlighted the untapped potential of happy customer stories and the need for organizations to collect and utilize this feedback in a structured and strategic manner.
Jennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two decades and is a Professor of Practice at Michigan State University, where she teaches Experience Design in the Master’s Degree program in Customer Experience Management.
Jennifer shares some real world examples to help make the conversation easily relatable.
Data minimization is a key principle that companies should consider when collecting and managing customer data for personalization purposes. The podcast interview highlighted the importance of only collecting data that is necessary for improving customer experiences and business operations.
