If you're a marketer, you've likely heard the words "customer experience" tossed about for years. All the buzz is for a good reason: Positive customer experience (CX) increases profitability and improves employee engagement. But amid the spotlight on CX, many marketers are missing a key strategic element necessary to make
Tag: customer intelligence
The clock is ticking as the end of third-party data is near. Safari and Firefox have eliminated third-party cookies and Google Chrome is not far behind. Below are three steps marketers can take to address the changing cookie landscape: Create moments that matter by providing a digital experience that convinces
Recently, Scott Jackson, Director Business Intelligence at the University of North Carolina at Chapel Hill shared their data quality, reporting and analytics journey. They're using SAS in a multitude of ways – from operations, institutional research, athletics – and are now looking to scale to the enterprise. They've been so successful
What do the New York Mets, the Orlando Magic and the Boston Bruins all have in common? They all use SAS analytics to gain deeper insights into athlete recruitment, retention, performance, safety and more. And after seeing the success teams like these have had using analytics, collegiate sports are turning
In the word of digital marketing, one of the more controversial moves I’ve seen recently was from U.K. car insurer Admiral. The company recently announced that it would begin offering car insurance discounts to less risky customers based on voluntarily provided social media data. The insurer would analyze Facebook likes
Energy suppliers are fighting for prime position in the domestic energy supply market. Disillusioned customers, increased competition due to a flood of new entrants and tighter regulations are forcing suppliers to reassess their business models. According to UK regulator Ofgem, there were 3.8 million account switches in the first six
With today’s customers able to access rich sources of product and service information – especially pricing data – when they are mobile, retailers are being forced to innovate in the way they capture consumers’ attention. Unfortunately, attention spans are rapidly decreasing to just the few seconds that a user spends
Throughout my 10 years at a leading direct marketing and CRM agency, a chief issue we solved for our clients was what we affectionately referred to as a spaghetti junction. It’s a nickname often given to a massively intertwined road traffic interchange that resembles a plate of spaghetti, like this
Do you want to send out more timely, relevant offers to customers while they’re browsing online or visiting your store? What if you could reduce the average checkout time from four minutes to two by using your mobile app? If you want answers to these questions and others, then it’s
The current rate of workforce change is unprecedented. Each new generation of working professionals is emerging more rapidly than the one before, with increasingly advanced expectations of their employers. The latest cohort is Generation Z, typically defined as those born after 1998. This group is fresh-faced, independent and extremely pragmatic.