Tag Archives: ajay khanna

Marry Customer Data Platforms and Master Data Management for Your Customer Data Needs

Marry Customer Data Platforms and Master Data Management for Your Customer Data Needs

Managing customer data is a task that requires capabilities of both master data management (MDM) and customer data platform (CDP) technologies. Wikipedia defines a customer data platform as “a marketer-based management system [that] creates a persistent, unified customer database that is accessible to other systems.

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Transparency: A New Ingredient in Customer Experience

Transparency: A New Ingredient in Customer Experience

Consumers, led by millennials and Generation Z, are making purchase decisions based on factors beyond product quality and cost. For many, a manufacturer's or retailer's perceived ethical business practices can drive the decision to buy or not to buy. We’ve seen consumers question companies like Uber and Trader Joe’s about

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Putting Machine Learning to Work on Customer Data

Putting Machine Learning to Work on Customer Data

Businesses large and small are being lured in by the potential of artificial intelligence (AI), machine learning (ML), deep learning and cognitive computing, while others are still trying to figure out how to tell them apart. It's easy to fall under the spell of technology that promises to solve

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Great Customer Experiences Start with Operational Excellence

Great Customer Experiences Start with Operational Excellence

The biggest factor impacting the customer experience isn't the front-line employees or the last touch customer-facing applications — it's the operational systems buried a few layers down in the enterprise architecture.   Companies often misinterpret customer experience to mean the experience at the last touchpoint.

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Digital Experience Consistency Starts With Reliable Customer Data

Digital Experience Consistency Starts With Reliable Customer Data

Sometimes, in their eagerness to deliver excellent customer experiences, organizations design "special" moments for individual customer touch points. Tactics like this have multiple issues.  First, that delightful moment you created for a single touch point has nothing to do with what the customer wants from you.

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