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How Organizations are Using Customer Data Platforms

Recorded - available as on demand webcast

Customer Data Platforms, software that creates a persistent, unified customer database that is accessible to other systems, have had some time to emerge as an important component of the ecommerce and customer experience stack. The technology has begun to mature and organizations are gradually putting them to work.

In this webinar, our panel of experts will discuss:

  • types of CDP’s
  • the value of the technology
  • what needs to be in place to be successful.

We’ll also provide some checklists and issues to consider when evaluating vendor offerings and determining your organization’s readiness to leverage this class of tool.

view webcast

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How to Design Omni-Channel IVAs That Humans Love To Use

During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.