Learn how marketing analytics is redefining the customer experience
Customer Intelligence
Los datos, fundamento para generar una comunicación que conecte con sus clientes
Con los años, y debido a la amplia oferta de ciertos productos y servicios, el reto de llegar a nuevos clientes y fidelizar a los actuales ha crecido. Esto ha llevado a las empresas a buscar diferentes tecnologías que les permitan saber más de sus clientes. Dicha adopción, en la
“Llegó un cliente ¡¿Qué le digo?!”
Desde que me mudé a media cuadra de una estación de servicios, descubrí que una tienda 24hs de autoservicio se convirtió en mi kiosko, mi almacén, mi oficina, mi cafetería, mi restaurante, ¡y hasta mi farmacia a veces! Basta con pasar por la puerta, para que la cajera me salude
Who owns real-time customer interactions in the C-suite?
With analytics, brands can see the world as their customers do ‒ and shape real-time customer interactions accordingly. And according to latest Harvard Business Review Analytics Services Report, Real-Time Analytics: The Key to Unlocking Customer Insights & Driving the Customer Experience, real-time analytics is a critical enabler. The report is
Más vale llegar a tiempo que ser invitado
Como soy una persona afortunada, en ocasiones llego de forma no planificada a algún lugar justo en el momento en el que están a punto de descorchar un buen vino, por conversar acerca de algo que me interesa mucho o en el momento exacto en que regalan algo que me
Wir wollen wie Amazon sein!
Interessanterweise sprachen mich in den letzten Monaten viele Unternehmen der unterschiedlichsten Branchen an und erzählten mir, dass sie sich eben nicht an den „Leuchtturm“-Beispielen ihrer eigenen Branche messen lassen wollen, sondern am „besten Unternehmen in Bezug auf ein herausragendes Kundenerlebnis“. Kurz: Sie wollen so sein wie Amazon. Es sieht wirklich
El CMO, retado a reinventarse frente a consumidores más educados, diversos e influyentes
La evolución tecnológica a la que nos enfrentamos a diario ha generado grandes cambios en los hábitos de consumo. Estas transformaciones han llevado a las organizaciones a atravesar por un momento en el que si no evolucionan no podrán optimizar, por ejemplo, la experiencia al cliente que ofrecen, y de
Chasing shadows: Building a better view of the customer
In what Forrester describes as “the age of the customer,” customer experience has become the decisive differentiator between brands. Consumers want fast, easy access to information and personalised experiences unique to them. Knowing your customers’ preferences, habits and behaviours needs to be a top priority for every company. However, a
SAS Customer Intelligence 360: Factorization machines, visual analytics, and personalized marketing [Part 1]
In a previous posting, SAS Customer Intelligence 360 was highlighted in the context of delivering relevant product, service, and content recommendations using automated machine learning within digital experiences. Shifting gears, SAS recognizes there are different user segments for our platform. This post will focus on building custom analytical recommendation models
SAS Customer Intelligence 360: The Digital Shapeshifter of Recommendation Systems [Part 2]
In part one of this blog posting series, we took an introductory tour of recommendation systems, digital marketing, and SAS Customer Intelligence 360. Helping users of your website or mobile properties find items of interest is useful in almost any situation. This is why the concept of personalized marketing is
Analytics use cases for utilities: Customer analytics
Our company talks to utilities all over the world about the value of analytics and "the digital utility," and we share analytics use cases across: assets and operations; customers; portfolio; and corporate operations (see diagram below). In this third post of my four-part series, I'll highlight a customer analytics use case. Customer
Stop gazing in the rear-view mirror to compete on customer experience
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
Machine learning to (re)learn about the consumer's genome
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,
How are retailers using real-time analytics to improve customer experience?
Retailers don’t need to be reminded about the importance of customer experience. It’s critical – and that’s been true since the dawn of retail. But the nature of that experience has been changing at a rapid clip in recent years, due in large part to well-documented shifts in technology and
5 principles to drive better customer experiences
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
How does customer intelligence support modern marketing?
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
SAS Customer Intelligence 360: Predictive next best actions
Regardless of industry, it has become a frequent occurrence that behind every data-driven marketer is an analytical ninja. Together, they formulate recipes in addressing the customer-centric paradigm that considers the different actions that a brand can take for a specific individual, and decides on the “best” one. The goal of
Defining and exploring customer intelligence
Analysing data collected from customers allows companies to build a better understanding of customer behaviour. This enables businesses to contact customers in a more intelligent way and provide highly personalised, relevant messages. This sounds simple, but how does it work in practice?
Hacia una experiencia digital del cliente fundamentada en la analítica
Su empresa lanzará en unas semanas un producto que, a su juicio, es innovador y despertará el interés de la gente. La campaña de awareness arrancó hace ya varios días y los clientes potenciales están visitando su sitio web para conocer más detalles, así como la fecha en que estará
What is the future for loyalty programs?
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.
Is transformation mostly realized with new skills?
Digital transformation is the buzzword that simply will not go away. But are we taking its name in vain? It is easy to jump on a bandwagon and start to use terms like transformation without really thinking about whether we are doing so correctly, or whether another word, like “iteration”
Is your marketing programme ready for attribution modelling?
Marketing attribution is a way of understanding the impact of different channels and touch points on customer decisions and spending. It allows businesses to allocate responsibility for sales (and therefore income) to particular channels or campaigns, and see which are most effective in driving sales and profits, and which give
How are banks using real-time customer analytics to improve the customer experience?
We asked banking leaders. Here’s a sneak peek of our findings in advance of our June 12 webinar How important is customer experience in banking today? Very. It's the number one business challenge banks face, surpassing even regulatory compliance, because it links directly to revenue. And the stakes are only
SAS Customer Intelligence 360: Goals, propensity models, and machine learning
Why does your organization’s website or mobile app exist? What are you hoping to accomplish with your business by being digital? What are the most important priorities for your digital presence? Here are three goals that most organizations share: Sell more stuff. Make marketing more effective. Delight customers. Goals are
How analytics-driven customer experience supports business growth
Customer experience is the most important element of any business. Get that right, and all the rest will follow. Businesses should focus on creating great customer experiences because they will drive customer loyalty and retention, and ultimately deliver and improve business profitability. Analytics is key to this process because it
4 guiding principles on how to execute on your digitised business strategy – Part 2
Rethink the way you run your business Irrespective of which digital business model works for your organisation, there are four guiding principles that you should adhere to as you execute on your digitised business strategy: Provide seamless, compelling and engaging customer experiences Optimise processes and improve employee experiences to deliver
Wachstumsmotor fürs Business: die analytisch gesteuerte Customer Experience
Customer Experience entscheidet über den Geschäftserfolg – und zwar in jeder Branche. Für Unternehmen, die das verstanden haben, ergibt sich der Rest wie von selbst. Das positive Kundenerlebnis sollte immer im Fokus stehen, denn es ist die Bedingung für Kundentreue und -bindung – und kann letztlich den Umsatz erhöhen. Der
Wir meinen es nur gut …
Ich sehe es vor meinem geistigen Auge … … den Head of Customer Experience, wie er mir das mit seinem treusten Blick entgegnet, als ich leicht aufbegehrte, dass ich auch beim 385. Mal keinen neuen Kredit oder Auslandsreiseversicherung oder, oder, oder kaufen wollte … Strategieberater sind sich einig: Customer Experience
Could analytics improve electric vehicle adoption?
In August 2017, Britta Gross spoke about General Motors’ perspective on bringing electric vehicles (and their derivatives) to market. Her point of view reaffirmed GM's research on consumer awareness of electric vehicles (only 60 percent) and consumer adoption concerns with this emerging technology. She also revealed the portfolio of cars