While most organisations claim to want to compete on customer experience, our research shows that most organisations are unable to use analytics to predict customer needs. In the Age of Now, where consumers have more choices than ever and their expectations of brands are higher than ever, customer experience and
Data science is hot. Being a data scientist has been described as one of the world’s sexiest careers – though that may say more about the people coining the description than data science – and data scientists are both in high demand and increasingly well-paid. It is, in fact, highly
O mundo interconectado. Um mundo inteligente. Onde as empresas/marcas têm acesso a dados que permitem oferecer, aos clientes, soluções/produtos personalizados. Bem-vindos ao mundo (utópico?) da Internet das Coisas. Mas será que esta visão é viável? Como é que as empresas conseguirão atingir este cenário? Falámos com um dos especialistas na
We talk a lot about skills, and particularly the importance of developing new skills to enable wider and better use of analytics. What we tend to forget, however, is that it is not just on an individual basis. In other words, analytics is a team effort, drawing on a number
An interview with Gaetano Giannetto, CEO of Epipoli/Groupalia Transparency and quality of algorithms will form the basis of a new alliance and a new balance between companies and their customers. “Data intelligence becomes a competitive advantage only if you’re able to use it,” according to Gaetano Giannetto, CEO of Epipoli,
The strong growth of artificial intelligence (AI) and smart algorithms mean that technology — in robotics for example — is increasingly able to learn independently of any human intervention. It can therefore also operate more autonomously. Self-learning AI, however, raises plenty of questions and certainly demands some effective preconditions. It
On the face of it, a partnership between the Internet of Things (IoT) and animals is not an obvious one. However, a number of trials and larger-scale implementations of IoT use with household pets and in farming are showing that connected ’Smudge’ and ‘Daisy’ can provide real benefits. This should
Model risk management (MRM) is not a new topic; financial institutions have been relying on models to support their decision making for decades. Recently, however, the MRM discipline has become more formalised and rigorous. Regulatory activities, such as the recent European Banking Authority's (EBA) Targeted Review of Internal Models, require
What does it take to get customer experience right? We can probably all agree that it starts with data, and that means good data. Data holds clues about what your customers want, how they feel, how they like to engage with your brand, how often they want to be in
In my last blog post, I discussed the features of a customer intelligence solution that enable it to support more coherent marketing. In this post, I consider how customer intelligence can be used to support marketing, from conscious management and monitoring of strategic goals to planning and managing the experience
