In this blog, we discuss cognitive computing and other technologies with a focus on supply chain management and innovation. Other topics of discussion include digital enterprise transformation, marketing, the Internet of Things, and smart cities. Our goal is to advance the public discussion about how cognitive computing and other advanced technologies affect the world in which we live.
Bradd C. Hayes is the active editor of this blog.
Customers don’t want to think about supply chains; they just want great purchasing experiences. Although the connection between great customer experience and a world-class supply chain should be obvious, customer experience is
Although the connection between great customer experience and a world-class supply chain is obvious, customer experience is not the first thing that pops into most peoples’ minds when they hear the term
Customer experience (CX) is becoming an important part of both traditional and digital paths to purchase. David Scamehorn, vice president of global data analytics and customer insights at the Radisson Hotel Group,
The customer is king — and the king expects to be treated royally. Kelly McKesten and Stéphanie Thomson, respectively a producer and an editor with Think with Google, report the phrase “the
Customer service is critical for business success and brand reputation. Exasperated or angry customers have numerous avenues to vet their frustrations and discourage others from becoming customers of unfriendly or hard-to-work with
For several years, social commentators have predicted we are transitioning to an experience economy. They insist younger generations are more interested in spending their money on experiences than possessions. Analysts argue the
For much of early American history, many people grew the plants or raised the livestock they needed to sustain themselves and their families. To obtain food items they couldn’t grow, they visited
Today’s consumers expect to be connected all the time and everywhere they go. In order to provide the kind of customer experience this all-the-time/everywhere mindset requires, retailers need to master omnichannel operations.
You read a lot nowadays about the importance of providing potential customers with a good experience as they travel the digital path to purchase. But what does that really mean? Abhijit Saha,
Gartner analyst Jake Sorofman (@jakesorofman) reports that Gartner’s 2015 Marketing Spending Survey concludes, “Customer experience is the most pressing mandate for marketers, [it was] the top area of marketing technology investment in
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