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Bettering the Customer Experience . . .
Why Don't Loyalty Programs Connect With Consumers?
A recent survey finds that retailer loyalty programs are still failing to emotionally engage customers. The survey of 60+ retailers was part of Edgell Knowledge Network (EKN)'s State of the Industry Research Series: Customer Loyalty in Retail report. The report was sponsored by Tata Consultancy Services, NCR and SAP. On the positive side, the report found retailers expect the revenue contribution from customers enrolled in loyalty programs to grow substantially over the next three years, from 40 percent in 2012 to 58 percent in 2015. Thirty-two percent of respondents are planning to launch a loyalty program in the next 12 months. . . . read more >>
40% of Shoppers Would Spend More if Offered a Better CX
Previously it was commonly assumed that price was the best way to beat the competition, but that just results in a self-defeating race to the bottom. Instead, businesses are now focusing on the customer experience as a way of differentiating themselves. It's a subject our CEO Ashely Friedlein recently debated in a post looking at whether CMOs should actually be aspiring to become chief experience officers. And a new survey from Oracle adds weight to the argument that the customer experience is of paramount importance online. . . . read more >>
Neolane Expands Analytics to Enable Conversational Marketing
Conversational marketing technology provider Neolane announced a new version of its marketing analytics technology. Neolane Marketing Analytics allows marketers to have a better understanding of their customers’ behavior across channels, execute marketing actions based on this knowledge and monitor the efficiency of marketing campaigns. The analytics capabilities deliver ease-of-use, empowering marketers to optimize, execute and monitor their own campaigns without requiring a Data Scientist or employing additional help from IT departments. This will help marketers better leverage Big Data and use that information to create efficient digital marketing campaigns. . . . read more >>
Infosys Launches AssistEdge, Cross-Channel Solutions
Infosys announced the launch of AssistEdge, a product to deliver an integrated and cross-channel experience to its customers. The product’s context-passing capability, self-care technology and dashboard helps enhance customer experience and boost agent productivity, both of which are persistent challenges for the call center industry. AssistEdge empowers customers to resolve issues by themselves through a self-care engine. Equipped with interactive text, visual and video troubleshooting mechanisms, it also offers recommendations from relevant social forums and communities for peer-to-peer assistance. . . . read more >>
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