Improving Your Bottom Line: Using Data to Better Meet Your Customer’s Needs

CapTech Trends

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The Agile Brand with Greg Kihlström®

1
#657: Augmenting front-line employees with AI for better experiences, with Fabrice Martin, Medallia 22:42

8 gün önce22:42

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22:42

We are here recording live at Medallia Experience at the Wynn in Las Vegas, and have been seeing and hearing some amazing things about how AI can enhance the customer experience as well as enable teams at organizations to create more meaningful connections with customers. Today we’re going to talk about how AI can help to create better experiences for customers before, during, and after their interactions. To help me discuss this topic, I’d like to welcome Fabrice Martin, Chief Product Officer at Medallia. RESOURCES Medallia: https://www.medallia.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company…

1 yıl önce 35:23

MP3•Bölüm sayfası

Tune in to hear more about:

How a “Did You Forget?” online ordering feature resulted in an extra $10M per year for one manufacturing company.
Consumers are willing to share their data if there is a clear benefit brought to them with said data.
How personalized notifications achieved a 4x increase in engagement vs. standard notifications.
For consumers, if the basic tasks they need to do are hard, they have no interest in spending more time with that brand.
The “first quarter problem” sports organizations are facing and how data-driven customer experience can help solve this and influence fan behavior.

47 bölüm

#Tech #MBA #Business #CapTech

CapTech Trends

Improving Your Bottom Line: Using Data to Better Meet Your Customer’s Needs

CapTech Trends

published 1 yıl önce

Paylaş

MP3•Bölüm sayfası

Tune in to hear more about:

How a “Did You Forget?” online ordering feature resulted in an extra $10M per year for one manufacturing company.
Consumers are willing to share their data if there is a clear benefit brought to them with said data.
How personalized notifications achieved a 4x increase in engagement vs. standard notifications.
For consumers, if the basic tasks they need to do are hard, they have no interest in spending more time with that brand.
The “first quarter problem” sports organizations are facing and how data-driven customer experience can help solve this and influence fan behavior.

47 bölüm

#Tech #MBA #Business #CapTech

Tüm bölümler

CapTech Trends

1
AI-Propelled Innovation: CapTech's 2025 Technology Trends 34:38

5 weeks önce34:38

34:38

How can AI help overcome business challenges and enhance customer experiences? Join us as host Vinnie Schoenfelder, CapTech Principal, Strategic Innovation, Brian Bischoff, CapTech CTO, and Bree Basham, CapTech CX Lead, discuss CapTech’s annual tech trends and what 2025 has in store for organizations and customers. Tune in to hear: Why agentic AI in automation matters How AI-powered data accelerators work When hyper-personalized customer loyalty becomes crucial Why modernization with AI is essential…

CapTech Trends

1
Consumer AI Study 2024: Shifting Attitudes and Increased Adoption 28:00

21 weeks önce28:00

28:00

Listen in as we discuss how CapTech’s Annual Consumer AI Study findings have evolved. Brian Bischoff, a CapTech Principal leading our Practice Areas & Services, and Elliott Hartz, a Senior Consultant in our CX practice, join Vinnie for a discussion around what’s changed, what’s surprised them, and how organizations can positively adopt AI technologies for their customers. Over half of consumers are willing to pay a monthly fee for enhanced AI-powered benefits. The shift from simply "trying out" AI to demonstrating clear ROI from AI initiatives. Generative AI’s widespread adoption in both personal and professional settings.…

CapTech Trends

1
Speak Their Language: Why Multilingualism Matters for the Customer Experience 31:38

26 weeks önce31:38

31:38

In this episode, Gaby Olivera, Customer Experience Senior Consultant, and Reid Baswell, Technical Director, join Vinnie to discuss multilingualism in conversation design, and how prioritizing this customer experience leads to enhanced brand loyalty. Tune in to hear more about: How 76% of online shoppers prefer to buy products with information in their native language. Why language is no longer limited to written word; brands should consider how emojis, GIFs, memes, audio, pronouns, and color translate across languages. Incorporating multilingualism early into your design considerations to save time and resources. How AI can accelerate the process — but a human touch is still required. The technical underpinnings of internationalization, including locale codes and responsive design.…

CapTech Trends

1
Improving Your Bottom Line: Using Data to Better Meet Your Customer’s Needs 35:23

40 weeks önce35:23

35:23

In this episode, CapTech Principal, Vinnie Schoenfelder is joined by Technical Director, Shannon Flowerday (Customer Experience), Manager, Carrie Ryan (Customer Experience), and Principal, Jon Bradway (Sports & Media) to discuss how integrating data into your customer experience strategies can grow brand loyalty and increase revenue for your organization. Tune in to hear more about: How a “Did You Forget?” online ordering feature resulted in an extra $10M per year for one manufacturing company. Consumers are willing to share their data if there is a clear benefit brought to them with said data. How personalized notifications achieved a 4x increase in engagement vs. standard notifications. For consumers, if the basic tasks they need to do are hard, they have no interest in spending more time with that brand. The “first quarter problem” sports organizations are facing and how data-driven customer experience can help solve this and influence fan behavior.…

CapTech Trends

1
Exploring the Impact of AI on Daily Life: Takeaways from CapTech's Consumer Study 36:07

41 weeks önce36:07

36:07

In this episode, CapTech Principal, Vinnie Schoenfelder is joined by CX Manager, Carrie Ryan and Systems Integration Director Kevin Vaughan to discuss the increasing expectations consumers have around innovation and how they are more accepting of AI in their daily lives. Tune in to hear more about: How to strike the balance between the user experience and product usability vs. being innovative for innovation's sake. Compared to last year, consumers are more willing to share data because they're aware of the benefits AI provides for personalization, efficiency, and more. The key to integrating AI into the daily lives of consumers is to understand their customers and their needs. If your company’s innovation cycle is too slow to release, companies that are leaning heavily into AI will surpass you quickly.…

CapTech Trends

1
MNX Global Logistics, a UPS Company: Time-Critical Speed and Precision Through AI 38:03

48 weeks önce38:03

38:03

Given an automation mandate in 2021, MNX, a time-critical logistics company, started their AI journey with CapTech to focus on operational precision and efficiency. Tim Kutz, CIO of MNX Global Logistics, joins Managing Director Michelle Meyer, and Principal Vinnie Schoenfelder to discuss the swift adoption of AI over the past 15 months. Tune in to hear: “If you don’t have good data you’re done.” The importance of having a tight team of business and IT folks on your team. Creating an adaptable culture when navigating the inevitable uncertainty of AI. Moving from operational AI goals to customer experience AI goals in 2024. “People hear AI on the news and TV and think it’s this is a daunting thing. It’s not. It’s something new, like cloud or anything else you need to understand and get the right people to help you. But it is moving so fast.” – Tim Kutz, MNX CIO…

CapTech Trends

1
A Conversation with rvatech/: Innovation at the Intersection of Data and AI 25:24

1 year önce25:24

25:24

In this episode, we are joined by leaders from rvatech/: Nick Serfass, rvatech/ CEO Todd Dube, rvatech/ Data + AI Summit Co-Chair, Analytics and AI leader at CarMax Meghan Holt, rvatech/ board member, CapTech Managing Director rvatech/ is a technology trade organization focused on igniting the growth of the technology sector and the technology community within the greater Richmond, Virginia region. Tune in as we discuss the upcoming rvatech/ Data and AI conference, practical technology applications and career opportunities. Register for the rvatech/ Data + AI Summit on March 28, 2024 here .…

CapTech Trends

1
Navigating the AI Evolution: A Discussion with Dominion Energy, Virginia Commonwealth University, and CapTech 38:17

1 year önce38:17

38:17

In this special edition episode of CapTech Trends, guest co-hosts and CapTech AI leaders Brian Bischoff and Jason Snook are joined by Ajit Mandgi, the Director of Analytics at Dominion Energy, and Paul Brooks, Professor and Chair in the Department of Information Systems at VCU School of Business. Tune in to learn how AI is impacting various industries and gain helpful insights to navigate the future as this technology continues to evolve. In this panel discussion we cover: How ChatGPT has impacted higher education and how educators have quickly adapted their teaching strategies. The transformational impact generative AI has had on the energy and utilities industry. The responsibility of leaders to help organizations embrace and navigate AI - and keep up the momentum. What the AI transformation will look like in the next few years.…

CapTech Trends

1
Are you ready for AI in 2024? 30:54

1 year önce30:54

30:54

AI is a once-in-a-lifetime technology advancement and it's here to stay - so what does that mean for your business and how do you get started? Listen in as Vinnie chats with CapTech AI leads, Fellow Jason Snook, and CX Director LesLea Carey and we discuss: Consumers are expecting AI, so how will you meet that need in 2024? AI is more than ChatGPT - the endless AI use cases include dynamic pricing, personalization, automation, anomaly detection, and more. Why you should move now and how to push past the analysis paralysis and unknowns. Excellent AI examples from Walmart and Dominos.…

CapTech Trends

1
Merging the Physical and the Digital to Meet Customer Expectations 43:35

2 years önce43:35

43:35

Tune in to our latest episode as Principals Vinnie Schoenfelder, Bree Basham, and Brian Bischoff discuss the three key trends we see in the evolving landscape of technology and consumer interaction. The use of Generative AI for authentic human-like interactions Creating winning customer experiences through immersive and frictionless technologies The race to capture consumer loyalty by merging digital and physical elements of technology advancements Links: Read the full article CapTech AI Consumer Study…

CapTech Trends

1
Are Consumers Optimistic about AI? 29:28

2 years önce29:28

29:28

How do consumers really feel about AI? In this episode of CapTech Trends, CapTech CTO Vinnie Schoenfelder, discusses the findings of CapTech’s AI study, with CapTech Fellow Jason Snook and CapTech Manager Carrie Ryan. Tune in as we cover: Surprising findings that challenged our hypothesis How AI is deeply integrated into building brand loyalty The future of AI and the consumer Read the full study here .…

CapTech Trends

1
Empowering Utility Undergrounding Initiatives through VISTAR 30:57

2 years önce30:57

30:57

A discussion with Dominion Energy. In this episode of CapTech Trends, we speak with Les Carter, Strategic Advisor for Grid Resiliency at Dominion Energy. Les, affectionately referred to as "The Godfather of Undergrounding" discusses how the new VISTAR(SM) app developed by CapTech is helping change how they approach undergrounding efforts and the adoption of emerging technologies. Listen in as we discuss: How the decision to introduce AR positively disrupted Dominion Energy's outlook on emerging technologies. Key advantages and challenges to using VISTAR for undergrounding. Advice for leaders who are incorporating AR and emerging tech into their companies. How to increase tech adoption both internally and with customers. Learn more about VISTAR: https://www.captechconsulting.com/solutions/vistar The VISTAR app is now available for download on the Apple App Store: https://apps.apple.com/us/app/vistar-by-captech/id6449709614…

CapTech Trends

1
Innovating the Game with Armando Bacot and Roberto Castro 32:03

2 years önce32:03

32:03

In this special edition episode of CapTech Trends, Vinnie Schoenfelder hosts a conversation about sports technology with two special guests: Armando Bacot, UNC-Chapel Hill basketball player, and Roberto Castro, a former PGA TOUR golfer and leader in CapTech's sports technology practice. Tune in as we discuss: NIL: The impact of NIL (name, image, likeness) and how it can create opportunities to learn from business leaders. Sports Technology: The intersection of sports, technology, and business, and how this data can enhance an athlete's performance and fan engagement. Armando: Armando's plans for the future as he enters his fifth year at UNC and MBA program.…

CapTech Trends

1
A Password-less Future with Passkeys 46:33

2 years önce46:33

46:33

In this episode of CapTech Trends, CapTech CTO, Vinnie Schoenfelder discusses passkeys, the first step towards a frictionless password future, with Fellow, Mark Badger and Senior Consultant, Andrew Levy. Listen in as we discuss: The brand advantages to being a passkey early adaptor How passkeys can both improve user experience and add security The consumer expectations around the scalability of passkeys Resources referenced in this episode: CapTech Passkey Article: The Password-less Future Is Closer Than You Think RIP, Passwords. Here’s What’s Coming Next. FIDO Alliance…

CapTech Trends

1
Meeting Consumer Expectations in 2023 26:06

2 years önce26:06

26:06

Tune in to learn about our findings from our third annual Consumer Innovation survey. Bree Basham, Principal and CapTech’s Customer Experience (CX) lead, discusses the key takeaways for brands to consider as we move through 2023. Brand loyalty: The race for customer loyalty is tight. How do brands find customers where they are, and best engage them? Emerging technologies: How can brands meet customer expectations around AR, VR, and the Metaverse? Gen Z: All eyes are on Gen Z, and this consumer group is looking to purchase from companies prioritizing innovation. Read the full survey findings: 2022 Consumer Innovation Survey…

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Improving Your Bottom Line: Using Data to Better Meet Your Customer’s Needs