The needs and expectations of customers are becoming more complex, not least due to the possibilities offered by digitization. This presents retail companies in particular with brand new challenges. They have to deliver added value in new ways and provide an improved shopping experience that is as individual as possible in order to establish customer loyalty to the brand - online as well as...
Service is an important factor in generating customer satisfaction and loyalty. But how good is the service provided by businesses really? One study conducted by Arvato CRM Solutions in the US reveals a divergence between the opinions of businesses and those of consumers in this regard.Companies overestimate the quality of their customer service – that was the conclusion of the...
Human cognition is complex and represents the key to how we interact with the world. Linguistic mechanisms play a very important role in these cognitive processes - an aspect which AI systems such as IBM Watson already successfully take advantage of. However, our environment is not made up of language alone. The MIT-IBM Watson AI Lab is therefore teaching its system how to see the...
Digital transformation is now a core aspect of corporate strategies for the vast majority of Global 2000 companies, according to research by IDC. Intelligent automation has quickly emerged as one of the key drivers for unlocking the power of digital change in the workplace.Intelligent automation can be defined as the unification of artificial intelligence and automation to aggregate, extract...
Robotic process automation (RPA) empowers businesses to work smarter and boost productivity by deploying intelligent machines to capture and interpret existing applications to complete a range of tasks, including transaction processing and data analytics. The scope and potential for RPA use in business is staggering, but enterprises need to optimize RPA implementation to maximize the value from...
Eliminating silos and connecting various functions of business is providing organizations with full visibility of their operations and processes for the first time. In particular, the meeting of minds in front and back offices is transforming the customer experience as every employee is now working together to ensure the needs of end users are met or exceeded.When engaging with a customer, the...
We are more connected than ever before and the way in which we interact with one another and our clients and customers is fundamentally changing. Explosive growth in data and information has led to a more informed, more empowered consumer and ultimately one with higher expectations that ten years ago.Customers are more willing than ever to develop long-term relationships with brands –...
Fraud prevention is crucial to building trust with online customers. For many companies, this means making sure that their website accounts are protected with strong passwords, two-factor authentication, and the secure HTTPS protocol.However, there are problems with relying solely on passwords for protection. The sheer amount of passwords that the average person must remember now numbers past...