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Microsoft Injects New AI Features Into Dynamics 365
February 20, 2020
Microsoft has unveiled several new AI capabilities across Dynamics 365 applications and a new solution to help project-centric services organizations transform their operations. The AI enhancements include first- and third-party data connections in Dynamics 365 Customer Insights, Microsoft's customer data platform. The company also unveiled new manual and predictive forecasting capabilities.
Tech's Role in Addressing Coronavirus and Other Potential Pandemics
January 31, 2020
WHO has declared the coronavirus a global health emergency in recognition that the disease risk no longer is confined to China. UN member countries may decide to close their borders, cancel flights, implement special screenings at airports, or take other steps in response to the notice. U.S. health officials earlier this week announced they would fast-track work on a coronavirus vaccine.
Televerde's Michelle Cirocco: 'Invest in Disempowered Populations'
January 20, 2020
The prison workforce development program run by Televerde delivers significant economic and cultural value, concludes a study recently conducted at Arizona State University's Seidman Research Institute. Televerde trains and employs incarcerated women, and it offers many of them employment when they leave prison. Televerde CSRO Michelle Cirocco spoke about the study and about the long-term benefits of Televerde's program.
Business/Customer Sweet Spots: ECT News Roundtable, Episode 2
January 16, 2020
If you're a small business owner or a key member of an enterprise executive team, you want your firm to succeed. If you're a customer, you want to be treated well. Those goals are not diametrically opposed, but very often it seems that companies and customers are at cross-purposes. ECT News Network recently gathered together five technology experts who did some hard thinking on the subject.
In 2020, Enterprises Will Unlock Hidden Value in Their Own Workforces
January 3, 2020
If 2019 was the year we identified the most acute challenges facing various industries -- in the form of macroeconomic trends as well as industry-specific factors -- 2020 will be the year we confront those issues. For most companies, this looks like addressing a skills gap that grows at the same rate technology progresses. This is to say, in the tech industry, it's a gap that grows quickly.
4 Keys to a Winning Amazon Marketing Strategy
December 30, 2019
Research indicates that 66 percent of online shoppers start their product searches on Amazon, and Amazon shoppers behave differently than buyers on other online platforms and at brick-and-mortar stores. Amazon has set up its listings so that it is simple to "window shop" and compare competitive products. A brand must make sure to position its products in a way that shows how it is different from competitors in the marketplace.
How to Create a Content Marketing Strategy That Actually Works
December 21, 2019
Today's consumers live in a digital world, which means they can retrieve all the information they desire at the touch of a button, putting them in control. Added to this, they have become immune to traditional outbound marketing methods -- such as billboards and television advertisements -- and they expect brands and businesses to tailor their messages based on customers' individual preferences.
Paving the Way for the Next Generation of CX Services
December 16, 2019
In order to deliver superior customer experience, companies should combine human talent with technology, including much-needed digital expertise, to turn their current revenue and growth strategies into customer satisfaction. The companies that truly succeed engage their customers and strengthen their brands. Technology has changed consumer and business needs and expectations.
How to Take CPG Sales to the Next Level
December 10, 2019
Consumer packaged goods, or CPG, are the everyday items consumers use, such as food, beverages, clothes and household products. These products are ones that require regular replacement or replenishing. Due to the frequency of purchases and the low cost of switching brands, this market is extremely competitive. E-commerce is now a popular channel for purchasing these types of products.
The New Era of Account-Based Marketing
December 7, 2019
B2B marketing is evolving -- and it's not just the industry itself. Vendor marketing efforts with customers can and should evolve as well. When you see a vendor selected repeatedly, or it officially earns a designation as a preferred vendor, it's a sign of marketing evolution. Most B2B marketing efforts begin from a cold start. Either a vendor is new or it is entering a new market.
Dreamforce Points to New Disruption
December 4, 2019
There were more than 170,000 people at Dreamforce a couple of weeks ago, and many more watching from afar. Also, there were well over 2,000 sessions. Numerous announcements sprang from the big Salesforce event. Some announcements and sessions, like the Tim Cook fireside chat, stand out. Of the top six, I reckon that five were more about integration and working across vendor boundaries than CRM.
Tapping AI for a Future of Better, Faster, Cheaper Gift Shopping
December 2, 2019
If you are like me, every Christmas you dread shopping because figuring out what everyone wants is a bit of a nightmare. You don't know what folks want in your price range. If you find out, there is no easy way to be sure they haven't bought it themselves, or that someone else didn't get it for them. Choosing sizes and colors adds to the nightmare. These problems aren't limited to Christmas.
Thanks, Analysts, for Doing a High Risk, Low Reward Job
November 25, 2019
I'd like to dedicate this column to the analysts out there who are fighting the good fight -- who are risking their careers, reputations, and sometimes even their lives to do the right thing, often without credit, and knowing that doing the right thing can exact incredible personal costs. Being an analyst, I'm often reminded that other jobs depend on my doing my job right.
Why a Single Source of Truth Often Isn't
November 21, 2019
This week, Salesforce used its annual Dreamforce mega-show to make a host of announcements, ranging from contact center partnership with Amazon to a smart speaker tool for sales. For the most part, the keynote featured practical applications of Salesforce technology. Some Dreamforces focus on the highly aspirational; others focus on the ways to attain those aspirations. This year is the latter.
Keeping the 'Service' in SaaS
November 20, 2019
In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic differentiator to set your company apart from the crowd.
The Rise of D2C
November 18, 2019
Direct-to-consumer commerce, or D2C, is on the rise. Increasingly, consumers are expecting to interact directly with the companies that market and manufacture products. "Direct-to-consumer commerce has been enhanced by the explosion of the Internet. E-commerce provides a more convenient and frictionless buying experience," said Peter Edlund, chief solutions evangelist at DiCentral.
'Nightingale Project' to Turn Over Millions of Medical Records to Google
November 13, 2019
A venture between Google and Ascension, one of the largest healthcare providers in the United States, will give the tech giant access to the sensitive medical information of as many as 50 million patients in 21 states. Its venture with Google, called "The Nightingale Project," would enable it to improve the experience of patients, consumers, providers and associates, Ascension said.
The Rise of Technology in Scaled Event Marketing Programs
November 11, 2019
The amount of data we create each day is astronomical. The digital universe likely will reach 44 zettabytes in 2020 -- 40 times more bytes than there are stars existing in the observable universe. To say that's a lot of data is a colossal understatement -- but is this truly surprising? After all, we can take phone calls from watches and stream music from refrigerators.
Calling All Retailers - Ready or Not, CCPA Is on Its Way
November 9, 2019
We're just a few short months away from the California Consumer Privacy Act going into effect. The regulation brings privacy rights to residents in California and gives them control of their personal information and how companies can use it. Any business that sells to a California resident needs to be CCPA-compliant. Nearly every brick-and-mortar store nowadays has an e-commerce site.
Data Brokers' Secret Scores Can Cripple Consumers
November 6, 2019
Many businesses have been using secret scores created by data brokers to determine how much to charge consumers, whether to allow purchase returns, and what level of service to offer, among other things. "Most consumers will never know when they are the victim of a secret surveillance score," noted Laura Antonini, policy director at the Consumer Education Foundation.
Creating Brand Loyalty in the Era of Now
October 21, 2019
Not so long ago, marketing usually meant gathering some demographic data, placing ads in selected print and broadcast media, stuffing mailboxes with direct mail, plastering the countryside with billboards, and more recently, bombarding the universe with spam. Marketers no longer can focus on delivering static messages, regardless of how "targeted" or "multichannel" they may be.
Now Is the Time for Sales Organizations to Embrace AI
October 11, 2019
Artificial intelligence is arguably the most disruptive technology to emerge over the last few decades. Consumers are producing data at record levels. It's estimated we'll produce 463 exabytes per day by 2025. Yet humans aren't equipped to process that complex information. We're starting to rely more on AI to interpret massive amounts of consumer and third-party data in real time.
DevOps, Platform Strategy and Transformation
October 1, 2019
The software development lifecycle reminds me of the proverb of the three blind people confronting an elephant. One grabs the trunk and says it's a snake, another touches a tusk and says it's a spear, while the third feels its side and calls it a wall. The moral of the proverb is that perception has a lot to do with perspective. For a long time, the perspective on software was that it was a cost.
Want to Maximize Holiday Sales? Define 3 Key Audiences Now
September 13, 2019
Holiday shoppers spent more money on online purchases last year than ever before -- a whopping $126 billion from Nov. 1 through Dec. 31. That was a 16.5 percent increase from the previous year. If the steady upward trajectory of online holiday spending is any indication, 2019 promises to be another record year. Is your business ready to claim its piece of the massive holiday pie?
Spotify for Podcasters Hits the Open Road
August 14, 2019
Spotify has launched Spotify for Podcasters following a year-long beta involving more than 100,000 podcasts from 167 countries. Spotify for Podcasters is a discovery and analytics dashboard designed to let podcasters track performance through data such as episode retention charts, aggregate demographics about listeners, and details on follower growth. Podcast data is updated daily.
Technology Could End Mass Shootings
August 12, 2019
I'm tired of being upset about mass shootings and the government's lack of progress to end them. I'm particularly tired of the partisan bickering around talking points that have no basis in fact. The left wants this to be about guns. The right wants to blame mental illness and video games. What is needed is deep analysis to look at the causes, craft a fact-based solution, and then implement it.
3 Critical Steps to Startup Success
August 9, 2019
Startups in the U.S. fail at a rate of 90 percent largely due to cash flow problems and the lack of a market need for a product or service. In fact, not even half of startups make it to their fourth year. It's also noteworthy that 65 percent of startup owners admitted to not being fully confident about having enough money to even start their business.
Recipe for CX Success: Combine Context From Conversations With Speech Analytics
July 29, 2019
The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score, handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these metrics only tell part of the story. What's missing? Context -- and it's the essential CX ingredient.
Boost Your CRM With IaaS
July 24, 2019
CRM systems are the lifeblood of many businesses, and the volume of customer data within them keeps growing as companies digitize more processes. That data often is not being used to its full potential, beyond basic reporting on sales metrics and marketing campaigns. With the advent of mainstream machine learning and artificial intelligence technologies, this is all changing, and quickly.
AI in Healthcare: Independent Living for Consumers
July 22, 2019
AI applied to healthcare includes a collection of technologies that enable machines to sense, interpret, act and learn. AI implementations for digital health can be relatively simple when they are focused largely on personal patient engagement, or vastly complex when working with big data sets, highly specialized diagnostics, and the workflows of multiple highly complicated organizations.
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How worried are you about climate change?
I believe it will cause global catastrophe in my lifetime.
I'm very worried but I believe nations will come together to reverse it.
I'm very worried and I think the private sector is our best hope.
I'm somewhat worried but I don't think it will affect me much personally.
I've changed my own behavior to do what I can to help the planet.
I'm not worried -- it's a natural cycle.
I'm not worried -- it's a media hoax.
Amazon Advertising: Strategies to Drive Success