AI in Customer Experience: Get the Most of It!

A few years ago AI was merely the brainchild of sci-fi literature. Today, it is transforming virtually all industries – from international defense to global finance and even art with Japanese AI competing with humans in literary fiction contests and creating new styles of painting. The AI revolution is changing the CX space, as well. According to Gartner, by 2020 eighty-five percent of client relationships will take place with no…

BIG DATA ANALYTICS BUSINESS TRANSFORMATION IN THE LOGISTICS INDUSTRY

HOW LOGISTICS COMPANIES EVALUATE THEIR DIGITALIZATION EFFORTS? Moving away from simply having a data well to fully making use of this data is what will give companies the competitive advantage. The quest for it starts with the identification of strong Big Data use cases: Operational Efficiency and Customer Acquisition & Retention. We work with brands to measure, evaluate and improve their business at all points across the life cycle of…

Mobile Research Puts you as Close to People and to the Moments of Truth as you’ve Never Been Before.

Back in 2008, technology trend guru Mary Meeker predicted that mobile internet usage would overtake desktop usage by 2014. So, in the summer of 2015, when Google announced that for the first time in history mobile search queries surpassed desktop ones, it didn’t cause a big fuss. It was just another inevitable milestone in the ever-increasing usage of mobile devices. Today, we are long past this tipping point. It’s official,…

Nearly Isn’t Enough – Social Media and Online Feedback can Make all the Difference

After last week’s Valentine’s Day I’d like to reference a poem, Flowers by Wendy Cope. The key line is “You’d come along, and say you’d nearly bought me flowers, but something had gone wrong.” Hold that line. Customers are better informed, realise the options open to them and are smarter than ever before. Brands are essentially competing on a number of key areas: product quality, price and service, or whatever…

How to use patient experience program to get competitive edge?

Healthcare providers around the globe are on different stages of their Patient Experience (PX) journey. While hospitals in the USA already have already developed holistic PX programs governed by dedicated teams, these in Europe and MET still have fragmented solutions in the area.  We can quickly outline four factors for the growing importance of patient experience in the region: 1. Care delivery & clinical excellence will always be a primary…

Importаnce of tаrgeting different personаs (Decision-mаkers) in B2B CXP market reseаrch

Mаrket reseаrch studies nowadays are а strong component of overаll business strаtegy becаuse essentiаlly, they аre аiming minimizing loss аnd optimizing profit. However having access to valuable buyer and accurate customer insights is what we call the key ingredient of an outstanding gourmet market research product. Ideаlly, these insights will result in competitive аdvаntаge, innovаtion, increаsed mаrket shаre аnd effective leаdership. Going back to mid-50s we find the academic idea…