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Showing posts with the label customer experience

Intelligent Customer Experiences With Verint CMO, Celia Fleischaker

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In this episode of FOBtv we explore the evolution of marketing and customer experiences and dig deep into the concept of intelligent customer experiences with Verint's CMO Celia Fleischaker.  We explore the role of AI, NLP, chatbots, ML, and the other technologies involved and how these all contribute to a better customer experience. ************************************************************************ Kevin Benedict Partner | Futurist at TCS View my profile on LinkedIn Follow me on Twitter @krbenedict Join the Linkedin Group Digital Intelligence ***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I work with and have worked with many of the companies mentioned in my articles.

Driving Innovations, Enhancing Customer Experiences and Collaborating with Customers at SAP with Expert Matt Laukaitis

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In this episode, I get to learn from Matt Laukaitis, EVP/GM of Consumer Industries at SAP.  He has been my friend for over 20 years and is a talented and inspirational leader.  He works closely with large SAP customers as they innovate, provide solution feedback and collaborate on the solutions of the future.   ************************************************************************ Kevin Benedict Partner | Futurist | Leadership Strategies at TCS View my profile on LinkedIn Follow me on Twitter @krbenedict Join the Linkedin Group Digital Intelligence ***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I work with and have worked with many of the companies mentioned in my articles.

Covid-19, Drones, Hyperspectral Remote Sensors and Customer P&Ls

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Hyperspectral camera embedded on an OnyxStar HYDRA-12 UAV from AltiGator Digital transformation is more than replacing analog systems and processes with digital ones.  It is often about enabling entirely new strategies and tactics never before possible.  One of these new strategies is the ability to use technologies including: artificial intelligence, predictive and big data analytics and machine learning technologies to forecast a lifetime profit and loss (PL) statement for individual customers.  How is this useful?  It can enable companies and brands to develop unique personalized marketing campaigns, sales and loyalty programs for individuals dependent upon how much they are likely to spend over a lifetime, rather than marketing to anonymous demographic groups.  I call these predictive lifetime profit and loss statement, PL-360.  PL-360 can use data feeds from mobile apps, websites, loyalty programs and brick and mortar check-ins, etc.  The more good data the better the

Using AI to Analyze CX Across the Business

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In this episode of Future of Business TV, we speak with expert Boaz Grinvald, CEO of Revuze about using the power of analytics and AI to understand customer experiences across the entire business.  Most businesses share some CX information with a limited segment of their leadership, but by using AI and automation, analytics can be shared across the entire business. ************************************************************************ Kevin Benedict Partner | Futurist | Leadership Strategies at TCS View my profile on LinkedIn Follow me on Twitter @krbenedict Join the Linkedin Group Digital Intelligence ***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I work with and have worked with many of the companies mentioned in my articles.

Adapting Our Minds to Perpetual Change

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Customers' expectations continue to grow. They want instant, convenient, personalized, customized, predicted, recommended, rewarded and private. They want their own curated lifestyle mirrored back to them. They want control. They want mobile and fast. They desire digital experiences that are simple, consistent, beautiful and elegant. They want massive quantities of information – but in bite size quantities. They want to manage their lives from a smart phone anywhere at any time. The want to work from a coffee shop and be 100% productive. Most of the world has already embraced the digital revolution. Our lives and behaviors are changing. The way we think and act are evolving as we integrate digital tools into our habits and processes. We constantly reach for our second brains (i.e. Wikipedia, search engines, apps) to access all of the information needed to both survive and thrive in the digital age. Our memories have been altered. We remember how to find information, rather than

A Digital Winner's Playbook

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Winners know how the game is played. When rules change, so do their game plans. In this article I have created a customer experience playbook on what it will take to win in 2019. 1. Information dominance is a key goal. Throughout history conquerors gained by capturing territories, bridges, resources and key cities. Today’s conquerors gain with data insights that can be applied to customer experience. 2. Combinatorial data is key to understand customer experience. Data gathered from many different sources then combined and analyzed will provide unique insights into patterns, activities and behaviors invisible to competitors without. 3. Operational blind spots are a minefield for businesses. Blind spots must quickly be replaced with visibility through all kinds of data capture - automated data capture, surveys, digitization, sensors and RPA (robotic process automation).

Digital Transformation in Marketing with SAP's CMO of Customer Experience Kevin Cochrane

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I am excited to share my interview with Kevin Cochrane, SAP’s CMO of Customer Experience.  SAP, as one of the largest global technology companies, has been in the midst of an impressive level of digital transformation in sales, marketing and customer experiences.  They have been deeply involved in supporting GDPR (global data protection regulation), focused on improving personalized customer experiences, and developing new brands and products (C/4Hana) to support digital commerce, sales, marketing and customer services all while helping them develop a more intelligent enterprise.  Enjoy! ************************************************************************ Kevin Benedict SVP Solutions Strategy, Regalix Inc. Website Regalix Inc. View my profile on LinkedIn Follow me on Twitter @krbenedict Join the Linkedin Group Digital Intelligence Join the Google+ Community Mobile Enterprise Strategies ***Full Disclosure: These are my personal opinions. No company is silly

Digital Expert Interviews: VMware's CMO Robin Matlock

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In this series we have spoken with a lot of different experts on the impact of digital transformation on enterprises and industries – usually from a  backend IT system perspective. In this episode, however, we dig deep into the impact of digital transformation on marketing with VMware’s Chief Marketing Officer, Robin Matlock.  She shares her insights on how VMware embraces digital transformation, how marketing in general is impacted and how she approaches her job as CMO.  Enjoy! Kevin Benedict Senior Vice President Solutions Strategy, Regalix Inc. Website Regalix Inc. View my profile on LinkedIn Follow me on Twitter @krbenedict Subscribe to Kevin's YouTube Channel Join the Linkedin Group Digital Intelligence Join the Google+ Community Mobile Enterprise Strategies ***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I work with and have worked with many of the companies mentioned in my articles.

Digitally Transforming the Customer Experience

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We have been traveling a lot lately. Why? Here at Regalix, we help large global companies with their customer success and sales enablement initiatives, which include things like digital marketing, knowledge management, customer experiences, sales operations, customer service and support, rewards and loyalty programs, etc., all of which are critical to the business and are today being digitally transformed. While helping businesses transform themselves in these areas we have seen and learned a great deal. Let me share some of the lessons we have learned.