Digital Transformation (DT) and Customer Data Platforms (CDPs) both entail a great deal of confusing, ambiguous and catch-all terminology that does very little to help prospective buyers make decisions. In fact, it amounts to buzzword soup. The boundaries of digital transformation are vague, and...
Aligning AI’s capability with your sales team Artificial intelligence has the potential to vastly increase the power of sales. It won’t replace salespeople; instead, it will allow them to spend their time on the right prospects at the right time, empowered with exactly the right...
When it comes to the big launch of a customer-focused digital transformation program, such as building a new e-commerce site or revamping customer-service protocols, the IT department, contractors, merchandisers, and marketers usually get the things over the line through acts of heroics, working nights...
In customer experience, the most difficult challenge is the gap between desire and execution. We all want to deliver a better experience. So why can’t we? At the root of this problem are information systems that are not configured to deliver the ideal experience. Since...