The new customer manifesto being shaped by best-of-breed companies today like Netflix and Amazon tells us what customers are beginning to expect from all companies: Know me (who I am, what I like) Respond quickly (preferably real-time) Be where I want to be (I’ll choose the channel to engage, not you) Tell me what you…
How does one go about identifying the right set of keywords or search queries for a specific product category? How do we know that people have searched outside our prepared list? Zabi Ulla: We recommend leveraging the AIDA framework to perform keyword discovery. Build an initial list of keywords that consumers would search – Look…
I’m often asked to provide advice to startups in the space of market research. With the experience of starting a market research company (which was later sold to Publicis Groupe in 2012) and now being deeply involved in heading the AI-driven research at Course5 Intelligence, I can vouch that I have seen and been part…
In the world of business, Artificial Intelligence has started to trade hype for reality. Where the possibilities of AI were exciting to imagine, today businesses have started to use stable, robust, and sustainable forms of AI in various business processes to reduce costs and gain efficiencies. The market research industry has adopted various non-AI technologies…
From the IT-led, semantic-layer-based approach of traditional Business Intelligence (BI) tools to today’s easy-to-use visual data discovery tools, BI and Analytics have come a long way in the past 10 years. These tools have significantly transformed the business scene and changed the way organizations function. However, business users have realized that even though these visualizations…
These are great times for business intelligence and analytics practice teams. We have never seen so many variables aligned to enable the opportunity for data- and insight-driven business. There are more data sources, greater computing power, cheaper storage, better information management, and more intuitive analytical technologies. Yet, in spite of available technologies and practices, many…
Earlier this month we had the pleasure of attending and presenting at the annual event held in Amsterdam – Unleashing Digital Customer Experience (DCX). It is a running theme that has been crossing all industries and sectors, as the importance of paying attention to your customers and attending to their priorities and attention is becoming…
Voice has emerged as the new interface with machines. Google estimated that, in 2018, nearly 20% of total web searches were through voice, a number that is set to increase in the coming years. Therefore the Voice Assistant, which gained popularity in the consumer electronics industry, has begun to make its way into enterprises as…
Today’s customer is spoilt for choice and swamped with information. To keep this customer engaged is a tall order for any retail business who needs to keep a 24/7 focus on multiple factors including organizational strategy, customer data, competitor moves, and market forces such as planned and unforeseen events. Some basic factors that need to…
These are some of the Frequently Asked Questions about Digital Customer Experience that I have come across in my experience. I hope these are helpful in getting you started on your DCX journey. What are the key strategic business drivers behind the Digital Customer Experience program? Based on our experience working with Fortune 500 enterprises…
