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The findings of a new survey show that many field agents think the technology tools provided by their organizations are not evolving as quickly as their needs are.December 10
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Data governance helps remove uncertainties about how to handle customer data or why businesses need the information at all. In turn, customers appreciate a company's honesty and realize that providing data can create a mutually beneficial situation.October 31
Freelance big data and technology writer
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Cort O'Haver, president and CEO of Umpqua Bank, tells the audience at Digital Banking 2019 that the industry is getting too far away from the human touch in customer interactions.July 1
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In this exclusive video from Dig | In: The Digital Future of Insurance, Steve Wozniak, the co-founder of Apple and early supporter of the Electronic Frontier Foundation, discusses the importance of respective customers' privacy.June 26
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The ongoing focus on engaging existing customers and attracting new ones will drive demand for social media analytics over the coming years.June 5
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From data quality to personalization, to customer acquisition and retention, and beyond, AI and ML will shape the customer experience of the future.May 21
Chief data scientistO'Reilly Media Inc.
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How can we develop solutions that prioritize both without creating frustrations for the end user? These are questions we must explore in order to promote positive growth and innovation.April 22
BloggerISACA
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The company was able to decrease costs while enabling intelligent content capture and making data accessible across business units.April 18
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Self-service chatbots, interactive voice response, robotic process automation and intelligent routing are some of the ways organizations can boost satisfaction and loyalty.April 10
