A Careful Diagnosis: a CRM and CDP Offer Different Use Cases in Healthcare
Parsing the difference between a customer data platform (CDP) and customer relationship management (CRM) solution for heal...
Real Time Personalization
Triggered Actions and an Enhanced CX: Relevance Throughout a Customer Journey
From a modest beginning as application logic executing on specific events in a relational database, such as a simple “if/t...
Use a Golden Record to Enhance Customer Experience (CX)
Like the proverbial dog that catches the car, marketers and business users with access to a customer Golden Record may fin...
The Importance of Identity Resolution in Healthcare
After listening to the Q2 earnings calls of several health insurers, Forrester discovered some commonalities in terms of t...
Identity Resolution Takes Center Stage in Upcoming Webinar Series
Increasing privacy restrictions and tracking mechanisms like the third-party cookie becoming obsolete are thrusting identi...
Real-Time Engagement at Scale Provides the Consistent CX that Customers Crave
Scale can mean many different things. In the context of the delivery of an omnichannel customer experience (CX), scale is ...
Omnichannel isn’t Digital First, or Physical First, it’s Experience First
When old friends reconnect, long-forgotten mannerisms such as the curve of a smile or the pitch of a laugh are instantly r...
Drive Transformative Change with IoT
Even without a clear understanding of exactly how Internet of Things (IoT) works, savvy retail consumers have a cursory un...
The Express Lane to a Satisfied Customer: Personalized Travel Experiences
Do you have travel plans this year? If so, you have plenty of company. Hopefully, though, you can leave the crowds behind ...
Five Ways Retailers Can Drive Customer Loyalty
A less-than-stellar customer experience (CX) reminded me that with April being Customer Loyalty Month, retailers have thei...
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