Hidden Insights

Customer Intelligence

Learn how marketing analytics is redefining the customer experience

Customer Intelligence | Internet of Things

New ways for insurance with smarter and more connected technology

Mike Turner16 May 2018 0

New ways for insurance with smarter and more connected technology

A new world has opened up in insurance, as the Internet of Things (IoT) changes how insurers and individuals operate. The transition towards a preventative business model is almost inevitable as technology becomes more connected and smarter. Insurance companies cannot afford to ignore the arrival of the IoT, or they

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Insurance

Customer Intelligence

Hidden Insights: A conversation around customers: How to provide a great customer experience

Maria Jose Menendez11 May 2018 0

A conversation around customers: How to provide a great customer experience

Today’s customers are online 24/7 and expect personalized experiences in all interactions regardless of the channel they use to communicate with your brand. You, as an organization, have to create satisfying customer experiences by delivering the next best action based on the customer’s priorities. The question is: why is data

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Analytics | Customer Intelligence

Hidden Insights: Can telcos get customer engagement right?

Mari Nilsson Björkman10 May 2018 1

Can telcos get customer engagement right?

More than three-quarters of companies are still unable to integrate customer insights in real time. In practical terms, this means that their customer experience is likely to be less than ideal – and that is likely to cost these companies money. The cost of poor customer experience Figures from Gartner

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Communications

Analytics | Artificial Intelligence | Customer Intelligence

Don’t blame the bot! AI and the human factor

Rene van der Laan8 May 2018 29

Don’t blame the bot! AI and the human factor

When I talk about marketing with my customers and at events, I discuss how analytics, including using artificial intelligence ( AI ) and machine learning, can drive improved customer experience. I often say that without analytics, marketing departments might as well just go home. Technology, data and insights In today’s

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Banking

Analytics | Artificial Intelligence | Customer Intelligence | Machine Learning

John Hawkins13 April 2018 0

Energy and electricity, market disruption and new dynamics

There is general agreement that the electricity and energy market is changing in a wide variety of ways. There is, however, less agreement on the likely effects of these changes. This makes it extremely hard for energy companies to know precisely where to target investment, but there are ways of

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Energy & Utilities

Advanced Analytics | Customer Intelligence

Lessons from digitisation: The importance of customer experience in banking

Ioannis Stavridis26 March 2018 0

Lessons from digitisation: The experience of Commerzbank

In my last post, I talked to Anja Stolz, CMO of Commerzbank, about the importance of customer experience in banking, and how making human connections can be one of the most vital elements. This post continues our discussion, and explores Anja’s team’s experience of digitisation, and the lessons that they

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Banking

Customer Intelligence

Dariusz Jańczuk20 March 2018 0

Are anonymous customers really unknown customers?

For many people, digital reality has permanently changed the way they buy things. With no limitations in accessing offers from different retailers, those who resist this trend are increasingly harder to find.

English

Communications

Advanced Analytics | Customer Intelligence

How marketing in banking is about experience

Ioannis Stavridis16 March 2018 0

Customer focus, differentiation and change: How marketing in banking is about experience

The banking industry is changing, and this seems to be having a particular effect in the marketing area. I caught up with Anja Stolz, CMO at Commerzbank in Frankfurt, to talk about how she sees her role, and the importance of customer experience as a marketing tool. What are your

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Banking

Analytics | Customer Intelligence

Telecom use cases in customer experience management

Matthieu Joosten23 February 2018 0

Can telecommunications players work across the network and marketing divide?

"OH, East is East, and West is West, and never the twain shall meet" When Rudyard Kipling published his famous “The Ballad of East and West” in 1889 , he probably wasn’t thinking of the Marketing and the Network departments of a telecom operator. Yet this telco twain, too, hardly meets. Locked

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Communications

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Blogs

Customer Intelligence