Analytics is probably the most important tool a company has today to gain customer insights. This is why the Big Data space is set to reach over $273 Billion by 2023 and companies like Microsoft, Amazon and Google among so many others are so heavily invested in not only
We flew a blimp over San Francisco in November and caught the attention of thousands of enterprise software buyers to the fact that legacy software companies are selling bloatware and invited them to try a fresh approach to customer experience with Freshworks. That was one of the many
A London pharmacy has incurred the UK’s first ever data protection fine of £275,000 for breaching the EU General Data Protection Regulation (GDPR). Doorstep Dispensaree, has been fined £275,000 by the Information Commissioner’s Office (ICO) for its “cavalier attitude to data protection” after leaving 500,000 medical
Ray Tomlison. Massachusetts. 1971. This is when it all began. This is when the first email was sent and the first email communication took place. And now, as the time goes by, billions of email messages are being sent and consumed by office workers, marketers, university
Scott Budding of Business Systems gazes into a crystal ball to predict how the contact centre industry will continue to develop in 2020. Focused Digital Transformation Blending of front and back office customer-facing processes was a topic of discussion for 2019, and something that will continue on
With all the focus on how AI, data, personalization and more can create a better customer experience, I thought it might be fun to go back to some basics and look at different ways we can connect and build better relationships with our customers. These
Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents. The unrealized potential of data has never been more urgent than it is right now, as centers focus on
Data-driven decision making has been the mantra of most good CEOs and CMOs over the better part of the last decade. They want all marketing decisions to be based on solid data that had previously not been available but is today in high amounts. But, data can be deceiving.
In 2012 a leading retailer began looking for a new chief marketing officer. The job description made the opening sound exciting: The new CMO would play a big, important role, leading the company’s efforts to boost revenues and profits. It seemed like the kind of
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