A major UK insurance company used text analytics to categorise complaints.
Tag: Customer journey marketing
Technology is transforming our lives. It's revolutionising the way we buy groceries, send gifts, listen to our favourite music, communicate with loved ones, and much more. Because it's so convenient and ubiquitous, we expect ultra-fast and highly personalised services from all the companies we engage with. As a result, businesses
In my previous post, “Why personalising the student experience is critical to higher education’s viability," we examined the role customer intelligence can play in driving value for universities and students across the higher education journey. Specifically, analytics has a vital role to play in helping decision makers, particularly marketers, to
Nous voulons mener des actions et mesurer leur impact - de manière scientifique. Pour évaluer la vitesse moyenne (d'une voiture) à mi-chemin d'une distance donnée, nous devrions marquer le point médian et utiliser un chronomètre. Pour mesurer la conversion générée par un catalogue imprimé et la comparer à celle d'un
Over the past few months not a day goes by when you don’t see a news story about yet another retailer struggling to come to terms with the changes in the consumer and business marketplace. For some the result has been their ultimate demise – Toys R Us, for example.
The role of marketers is changing as marketing goes digital, revealing the knowledge hidden in data. So what does that mean to us as marketers? We will be researchers, mechanics but also executives, according to SAS Institute’s SVP of Global Marketing, Adele Sweetwood. I caught up with her on the
Michael Link is not happy, and he has written about it. He has been receiving marketing emails for a product that you already own from a company that ought to know better. In this case, the unhappinesss is with Adobe, which persists in trying to sell him Photoshop Elements for
Marketing is changing. But then, it needed to. Customers are no longer satisfied with bog-standard treatment, and companies are trying, at least to some extent, to react to this. For most of them, however, much more work is needed. Customer-centricity is the stated goal of most marketers, to handle the