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Beyond Big Data: Big Text Analytics

Big Data is valuable for businesses because it can identify trends, uncover emerging issues, and forecast business outcomes. Yet leading companies are thinking beyond Big Data, and using Big Text Analytics to create a more comprehensive, intelligent customer analysis. Businesses can enrich Big Data with Big Text to develop a better understanding of customers, and

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How to align your brand promise and customer experience

Having a tough time aligning your brand promise and customer experience? It’s not easy. Delivering a consistent customer experience every time takes employee buy-in at every stage. Your entire organization needs to be customer obsessed to reach brand experience maturity. In a recent Forrester® report, 34% of marketing leaders surveyed point out that “having a

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Finovate Spring 2015: Fintech innovation for banking and wealth management

We are back for Day 2 of the Finovate Spring 2015 conference in San Jose. Today’s agenda has a number of standouts from prior conferences: Kofax, Moven, and Malauzai Software to name a few. No doubt we’ll also be wowed by a new crop of innovators. The Finovate Spring 2015 team gave a brief update

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Powering customer experience in the utilities industry

You’re a big, bright utility company, and you’ve often been squeezed by rising costs, aging infrastructure, and regulatory concerns. But one thing you rarely worried about was customers. They were just there. However, now the landscape is changing and consumers have a choice. How will you meet evolving demands and differentiate your company to win

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It’s never about you: Emotional appeal and your customer experience

There’s a strange paradox that occurs in the business world: at some point, people forget what it’s like to BE a customer. We’ve all done it – gotten so wrapped up in the daily grind of meetings, budgets, and deliverables that we grow detached from our customer because they are outside the company. We may

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