Artificial intelligence (AI) has entered our lives in an almost unnoticeable way. We’ve invited AI into our homes for convenience and the “coolness factor.” Using basic voice assistants we move from playing music on demand to cars that park themselves. As consumers, we have grown accustomed to AI guiding our journey in the form of […]
Tag Archives: customer experience
Can Brick-and-Mortar Retailers Compete With E-commerce Stores?
E-commerce is experiencing massive growth year after year, shattering records while doing so. There was a time when brick-and-mortar stores were not merely profitable, but also highly influential. Take, for example, Sears. If there were ever a legacy brand that defined American capitalism, it would have been this one. First opened in 1892, Sears […]
Why Omnichannel is Important for Customer Experience
Successful businesses are always going out of their way to figure out how to improve the overall customer experience. All indications at this time have found that omnichannel is important for customer experience. This implementation is a powerful way to optimize every channel by catering to the customer’s specific needs. There’s a strong “must-do” for […]
The Most Advanced AI in the World Is Worthless Without This One Key Element
AI is here to stay, and there’s a simple reason why: proven ROI. Businesses in multiple industries are incorporating AI because the upside is tangible. According to an Accenture report, implementing AI solutions boosted profitability by an average of 38 percent across 16 industries. For the U.S. economy as a whole, this boost could lead to an additional […]
How Digital Marketplaces Will (Again) Redefine Commerce and Experience
Over the past 20-plus years, digital marketplaces have fundamentally transformed commerce and consumer expectations around the world. But although names like Amazon and Uber have become household names at this point, the evolution of and disruption caused by digital marketplaces is far from over. In 1995, eBay launched the mainstream digital marketplace movement with its […]
In an Experiential-Obsessed Marketplace, Surkus Uses Tech to Stand Out
Experiences have flooded the marketplace. Whether they’re investing in pop-up stores or festivals, brands have recognized the major shift happening. The IPA Bellwether Report found that in the U.K., experiential marketing was the only area to experience significant growth in spend in 2017 besides internet marketing. Similarly, EventTrack found that American consumers gravitated toward the […]
The Open Data Initiative’s Benefits Go Far Beyond Improved Customer Intelligence
Despite all the ways enterprises can slice customer data, they’ve struggled mightily to put the pieces together into a coherent customer profile. This past September, Microsoft, SAP, and Adobe announced they’re taking on that unglamorous challenge with their Open Data Initiative. In what’s widely seen as a challenge to Salesforce’s dominance of the customer relationship […]
Participatory Design: What It Is and Why You Should Be Using It
Participatory design is a method to bring customers into the design process through a collaborative approach. In web design, consumers work directly with experts to create user-friendly interfaces and designs to better improve the user experience. The traditional method of the design included only professional developers working to design what he or she believed met […]
The Role of AI in Assisting Customer Experience
To track all of the most relevant companies in the Intelligent Assistance ecosystem, refer to the “Intelligent Assistance and Bot” landscape provided by VB Profiles and Opus Research. From being the plots of sci-fi thrillers to being seen as threats by the working populace, Artificial Intelligence (AI) has during the last few years jumped into […]