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What does AI mean for Customer Experience Managers?

As technology advances at a rapid pace with no signs of slowing down, it is important to be up to speed with the newest technologies and their impacts on your business. For Customer Experience Managers, AI is one of these new technologies disrupting the way in which brands interact with their customers. Furthermore, as customers come to expect more personalized experiences, not understanding and utilizing AI at all touch points leaves your organization at risk of being left behind in this hyper connected and mobile economy.

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Using AI to create personalized interactions at scale

In a world strife with buzz words it can become foggy as to what specific things mean; or furthermore, how they are utilized. AI has not escaped this barrage of marketing lingo over the years and thus become a grand concept rather than an actionable tactic for innovation. But, as with any tactic there must be an end goal in mind. For Retailers, using AI to create personalized interactions across all channels at scale is the most focused. By creating a 360 degree view of customers organizations can begin to understand purchasing motivators and use advanced data sciences to prescribe intelligent actions.

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Why and how to create a 360 degree view of your customer

To survive in this increasingly competitive business landscape companies must prioritize the experiences that their customers have when they interact with their brand second to none. One missed opportunity to create a personalized and enjoyable experience is often all that it takes to drive your customer towards your competition. With this said, how do you ensure that every interaction is personalized? Simply put – know your customer. While understanding customers seems like a simple concept, the execution of such an endeavor is a far cry from easy. In the following few paragraphs we will take a look at how to begin and why it is important to have a holistic 360 view of your customers and prospects.

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