Customer expectations and requirements have evolved over the years. Needless to say, customers detest being treated as the revenue generators and it is actually important for the enterprises to take a closer look at the satisfying metrics. Based on a study conducted by Experian Marketing Services in 2012, almost 84 percent of the existing customersRead more

Customer experience management is often misunderstood as a complex process. However, instead of the underlining complexity, it is the lack of application that leads to the failure of a CEM setup. While enterprises are massively benefited by the experience management insights, multiple layers of challenging conditions and complex algorithms have somewhat negated the positive effectsRead more

In the history of banking, it has never been as competitive as it is today. With the emergence of new kinds of digital service platforms, the competition between the banks and other financial institutions (e.g. Insurance) is only increasing. Financial services are becoming more and more like commodity business with little (apart from the securityRead more

Predictive Analytics refers to the use of historical data, statistical models and techniques and artificial intelligence to predict what may happen in the future – often also assigning a probability percentage to possible events in the future. Predictive Analytics is used in many areas of business, including: Project management: Predictive Analysis can be used toRead more

First, let’s understand the term “360 degree view of the customer.” Customer data comes from various sources. It is possible to track whether a customer opens a particular email – and presumably then reads it – or how many visitors have clicked through an ad on a blog or website, how many times a postRead more

Statistically, you are likely to have seen over 40 ads in the last 10 minutes. But how many of them can you actually recall? Though getting the message out is vital to finding new customers and to growing a business, with so much competition to capture consumers’ dwindling attention spans, it is easy for anRead more