Forrester CX certification

Forrester CX certification takes businesses on a six-week customer experience deep dive

Forrester is building on its research into the ways organizations can improve the kind of  customer experience they offer by launching a CX certification course that aims to close skills gaps, develop ROI models and more over a six-week period. Based in Cambridge, Mass., Forrester’s analyst team covers a wide variety of subjects that include […]

TreamSupport IBM Watson

TeamSupport brings an emotional layer to customer service engagement with AI-based sentiment analysis

B2B companies that offer customer service primarily through e-mail and chat can get a better sense of their emotional state through a sentiment analysis feature TeamSupport is introducing to enterprise versions of its software. Dallas-based TeamSupport said the sentiment analysis functionality will be based on the natural language processing (NLP) technology used by IBM’s Watson […]

May 2018: The Love Issue

The conference halls at Marketing Nation Summit in San Francisco recently might have been packed with people, but the products Marketo announced there are intended to create a similar sense of togetherness in the enterprise on a more regular basis. This includes the launch of Marketo Sales Engage, which will let sales and marketing teams create […]

Ambition Data Customer Centricity Conference 2018

Ambition Data puts Customer Centricity Conference attendees into simulation that tests what they learn about CLV

Ambition Data is raising the stakes for CMOs and other senior marketers attending its Customer Centricity Conference late next month by putting them into groups to compete in an online simulation to test what they will have learned about customer lifetime value. Running May 17-18 in San Francisco, Ambition Data recently announced a speaker lineup […]

business transformation

How to chart a course for business transformation that incorporates DX, blockchain and any future innovations

In 1998, the marketing department at IBM spent a reported $40 million on an advertising campaign aimed at convincing businesses to do something that seems obvious today: offer e-commerce alongside traditional ways of buying and selling. Though they didn’t use the term “business transformation,” all those e-business commercials may have marked the beginning of the […]

customer service

4 Tech trends that could improve customer service in 2018

Understanding the customer service industry and its unique relationship with technology can be a challenge. This difficulty primarily stems from the fact that both employees and customers interact directly with customer service technology every single day. It’s not simple server management technologies handled by a small, sophisticated networking team. Making sure all customer service solutions make sense […]

pwc

How PwC fosters creative problem-solving in its growing number of Digital Experience Centres

PwC will be spending the next several months continuing to open a series of Digital Experience Centres in the U.S. and the U.K. that bring together interdisciplinary groups of experts to solve corporate challenges using virtual reality, the Internet of Things and more. The consulting firm officially opened its Toronto Digital Experience Centre on Tuesday, […]

MarTech MPB2B

Top 20 Things Heard at MarTech and MPB2B

At every conference we hear statements that stay with us for a long time; some statistics, some insightful, some inspiring, and some just downright funny (especially when taken out of context). I thought I’d share some of these heard at MarTech and MarketingProfs B2B Forum (MPB2B) last week:   “In many use cases talking to […]

common customer ID

Microsoft’s CMO Seeks Common Customer ID For All MarTech Systems

Microsoft’s CMO wants to develop a common customer identification system that would allow B2B marketers to log on to software applications from almost any vendor and ease the process of analyzing the work they do. During the closing keynote of Uberflip’s The Content Experience in Toronto on Wednesday, Grad Conn showed a screenshot of all […]

machine learning algorithms

Forrester VP: Enterprises won’t win with AI, unless . . .

Companies need to start looking beyond packaged software from vendors and redesign their own applications to incorporate machine learning algorithms if they want to make artificial intelligence a viable business tool, a Forrester analyst warned the Enterprise World conference this week. Speaking in a breakout session at the annual OpenText customer and partner event, Forrester […]

data-driven digital transformation

Clarity Without Complexity: Data-Driven Digital Transformation

DXAgents presented a panel on Clarity Without Complexity: Data-Driven Digital Transformation at BigData Toronto this week. Namir Anani, President and CEO, Information and Communications Technology Council, moderated an interactive dialog on data-driven digital transformation and its impact on value creation in today’s digital world.  Irene Zaguskin, CIO,  Enercare, Alexey Rykhva, CIO, Procter & Gamble Canada, Boris Bogatirev, Manager Consulting, Analytics […]

B2B Community Spotlight: Spiceworks

B2B News Network set out to find the top B2B online communities, so we went straight to you for the ones you find enriching and enjoy being a part of. You told us about your favourite spaces and places and how your fellow B2B practitioners can benefit from them. One of your favourite’s was Spiceworks. […]

Hunting the Pokémon Go Benefits to B2B

Pokémon Go is moving consumers to businesses in droves. More than 10 million daily users are walking past business after business in pursuit of the 90s-era anime monsters featured in the game. Eventually, these consumers get hungry. Or bored. Or, more likely, they run out of battery life, and that’s good for nearby businesses. Businesses […]

apology

When B2B Needs Damage Control: The 6 components of a meaningful apology

Apologizing properly isn’t angelic. It’s a skill that can be learned. Consider this: B2B methods and verticals are dependent on relationship management. Long term, fully expressive, mutually beneficial dealings between vendors and customers is at the heart of account-based marketing, SAAS contracts and permission-based automation services. Whenever and wherever there is a long-term relationship between […]

Study: 24% of marketers have a single view of the customer

Experian Marketing Services recently released a study that aimed to identify the biggest opportunities and barriers marketers face. The study, entitled, “2015 Digital Marketer Report,” polled 1,000 global marketers and placed heavy focus on how customer data is collected and used. The research highlights several key marketing issues businesses currently face, including the inability to […]