Think big, start small, take the analytics-driven approach You want to be a customer-first organisation, but are the benefits worth it? Forrester reports that customer experience leaders enjoy 17 percent CAGR (compound annual growth rate) as opposed to laggards at 3 percent.[1] Organisations of all shapes and sizes are embarking on
Tiffany Carpenter, head of customer intelligence at SAS UK & Ireland, looks at the benefits of real-time customer experience and offers a preview into how analytics is powering hyper-personalised customer journeys In recent years, customer experience has become an important battleground for brands. Yet, in a hyper-connected, hyper-competitive environment where
Multivariate testing (MVT) is another “decision helper” in SAS® Customer Intelligence 360 that is geared at empowering digital marketers to be smarter in their daily job. MVT is the way to go when you want to understand how multiple different web page elements interact with each other to influence goal
Marketers today use varying adaptations of the customer journey to describe a circular, looped decision pathway with four distinct phases. Mapping the right data to specific stages of the customer journey is all about getting to know your customers and developing initiatives to put that knowledge into action. Applying analytical
If nothing else you read puts your marketing efforts in perspective, this should: It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages. Henry Ford Our customers deserve our respect. And I believe that, by and large, marketers
One of the most powerful sales tools is often something that you can’t foresee or control. Even though customers read papers, visit websites and talk with a salesperson, another factor can make all the difference – a referral from a friend or coworker. Think about the way that sites like
We've been saying that the customer is queen or king for quite some time now. And in the coming year, that will be truer than ever. The customer determines where he or she finds information and which channel and which supplier gets the sale. And there is an abundance of
My journey as a Cubs fan I remember my first feeling of heartbreak. It was in 1984 when the San Diego Padres came back from a 0-2 deficit to beat the Chicago Cubs in the National League Championship Series. I was devastated. Since then, this Cubs journey has had many
Machine learning has a high profile currently and is riding a wave of exposure in the media that includes articles about subjects from self-driving cars and self-landing rockets, to computers beating the world’s best players at Go, the most computationally complex board game in the world. Is there an opportunity
I think it's probably the most frequently asked question among teenagers who come to our house: "How much data have you got left this month?" And then, if the status of their data limit requires it, they immediately ask for my wi-fi password. They carry on unperturbed watching YouTube videos
