Marketers at B2C companies realize that personalization is key to business, but they are having problems implementing personalization strategies, according to a recent survey by Adweek Intelligence in association with IBM Watson Advertising. "Defining personalization has to start, stop and be contin...

Twitter on Tuesday notified business clients that their personal information, including email addresses, phone numbers, and the last four digits of their credit card numbers may have been compromised. Self-serve advertisers that viewed billing information on ads.twitter.com or analytics.twitter.com ...

INSIGHTS

Time to Beef Up Your Algorithms

Accuracy means getting the right answer. Precision is about getting the right answer time after time. In a CRM situation an algorithm that gets the right answer is accurate and nice (we got the deal!) but if the business process supported by CRM has a lot of returns or unhappy customers, it's not ve...

As the coronavirus pandemic worsened in the U.S., Zoom offered free access to its videoconferencing platform and demand skyrocketed. "Zoom has quickly become the de facto for teleconferencing during the COVID-19 pandemic," said James McQuiggan, security awareness advocate at KnowBe4. "A lot of organ...

Under ordinary circumstances, the average consumer can order a latte on the way to the coffee shop, book a last-minute trip to the coast, and come home to find groceries delivered -- all with the click of a button. What makes these transactions so smooth and effortless? It starts with account creati...

Apple users wondering if they've caught COVID-19 now can ask digital assistant Siri for advice. The company has rolled out a self-screening feature that allows users to ask, "Hey Siri, do I have the coronavirus?" Siri then takes them through a questionnaire prepared by the U.S. Centers for Disease C...

EXPERT ADVICE

How AI Can Improve Customer Retention

Customer attrition and churn are not new problems. Anyone who has spent time in the sales world has heard statistics around the cost of acquiring a new customer. It can be five to 25 times more expensive to acquire a new customer than to retain an existing one. More importantly, improving your cus...

Does your customer relationship management strategy have what it takes to reach Generation Y? It's estimated that by 2021, an additional $394 billion in revenue could be gained from artificial intelligence adoption in CRM activities in the U.S. As companies grow and technology evolves at a faster-th...

EXPERT ADVICE

6 Signs You May Be Ready for a CRM Switch

In today's evolving business environment, every operational decision is critical -- and that includes best practices for managing the customer journey. The customer relationship management platform is an integral part of the process. In fact, 91 percent of companies with more than 11 employees use a...

A number of VPN and ad-blocking apps owned by Sensor Tower, a popular analytics platform, have been collecting data from millions of people using the programs on their Android and iOS devices, according to a report. The software involved includes Free and Unlimited VPN, Luna VPN, Mobile Data, Adblo...

If you're an online retailer, congratulations are in order. Online holiday sales grew 18.8 percent in 2019 compared with 2018, according to Mastercard. Armed with new systems and processes -- as well as lessons from the past -- etailers were able to fulfill more orders than in previous years. E-co...

We've been promised, repeatedly, that AI would revolutionize e-commerce. Has it lived up to expectations? If not, the problem may lie not in the technology you've deployed on your site, but in the architecture and data that support it. The effectiveness of AI-powered features ultimately depends on a...

EXPERT ADVICE

2020: The Year for Custom CX and Privacy

With the introduction of the CCPA this year and GDPR in 2018, the age of data privacy has begun, bringing the opportunity for businesses to harness it to gain competitive advantage. There are both challenges and opportunities for businesses that aim to deliver superior customer experiences while adh...

Microsoft has unveiled several new artificial intelligence capabilities across Dynamics 365 applications and a new solution to help project-centric services organizations transform their operations. The AI enhancements include first- and third-party data connections in Dynamics 365 Customer Insights...

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