Are we a customer-centric organization? Is customer experience a measured focus of our business? Assuming the answer is yes to those questions, the next step is to build out journey maps using the ...

Often, a department is able to perfect its specific piece of the puzzle—at the expense of a seamless end-to-end customer experience. For example, a telecom's initiative ... Step 1: Build a framework ...

One of the most significant trends driving change in the technology industry in recent years is the move to consumerization ...

The use of analytics ... Sounders last season, for example, were incredibly effective in attacking in transition down the left. Possession value provides a framework for evaluating the ways ...

One of the most common pitfalls is customer concern over AI and ethical ... engages in certain types of higher-risk processes. For example, in New York City, employers are banned from using ...

This approach requires an organizational culture that values customer feedback and continuously seeks to improve based on that feedback. For example ... and AI-driven analytics, can help ...

Predictive analytics is a category of advanced ... Clustering algorithms, for example, are well suited for customer segmentation, community detection, and other social-related tasks.

Yet many of the best signals—customer sentiments, expert opinions, context-specific details—still reside in unstructured ...