It’s thought that the term ‘Big Data’ was first used at the end of the 1980s but the last few years has seen a rise in an additional phrase: ‘Data Lakes’ - large scale repositories of data held in their raw or source form. I suspect that the reason data lakes have become so popular is because the cost of storage and the tools necessary to manipulate Big Data has decreased dramatically.
To survive in today's increasingly competitive customer landscape, businesses have seemingly flocked in droves toward the latest tech trends such as in AI (artificial intelligence) and chatbots. So much so that it seems companies are enforcing technology solutions at every opportunity. Amid all the talk of technical advancement, we seem to forget about the human factor.
Customer experience is changing at lightning speed. It’s hard to keep up with what’s happening today, let alone step back and think about how to prepare for the future. So we did it for you.
The workforce is changing, and the end-user experience must change with it. Consumer trends are shaping how companies interact with their customers, and by extension, how companies interact with their employees. Self-service is the preferred way to resolve issues, and people want the option to use multiple channels when interacting with support.
Mobility and digitisation have fundamentally changed how customers connect with brands. There are more than 2 billion active smart devices in the market today. And the average user reaches for his or her smartphone more than 100 times a day to text, use apps, or surf the mobile web.
Company culture is what your employees do when no one’s looking. It’s the fabric that weaves together how your company operates, and influences how a firm projects itself both internally and to the outside world. Most important, a productive, positive culture yield business results.
Whether or not you realise it, there’s a good chance you’ve participated in a gamification program. Airlines, hotels, grocery stores, weight loss, wearable devices and most industries offer loyalty programs that use game-based mechanics to drive real-world behavior. But despite its ubiquity, companies can stumble in using gamification. To set your program up for success, here are examples and tips for creating savvy gamification programs.
The digital customer reality is upon us. Over the past few years, there has been the emergence of “mobile-only” customers who prefer digital and mobile tools. The line between the online and offline worlds continues to blur more every day with mobile banking and tools, virtual customer service, and robust shopping experiences. It’s nearly impossible to serve customers without employing digital channels.