Human resource management teams have been through a lot over the last year as they have coped with the new remote work reality. While a lot was deployed quickly, it incurred significant technical debt.  Achievements have been impressive, but true realization of the full value from the crisis-driven changes will not happen without some remediation. This is where foundational role of information arc...

So many IT projects fall along the wayside before they are finished. Or after they are complete, interest is lost and the expected outcome (whether it be team building, bringing in new software, starting a new process or going through training), is not thought of again. How can we avoid this? One way is to be sure to get buy-in from key stakeholders.
A new PIM system costs a lot of money, bu...

While most organizations engaging in B2B or B2C commerce understand the intuitive value of product data, sometimes justifying a significant investment can be challenging.  How do you know that the ROI is there? What about ongoing changes and course corrections? Can hard data replace opinion when it comes to determining product hierarchies?  In many organizations, he or she who yells the loudest ge...

The online experience can be directly correlated to the quality of the product data in your key systems. Grocery has lagged behind other sectors when it comes to creating excellent online experiences. Due in large part to the fact that prior to COVID-19 most people preferred to shop in physical stores. Times have changed. Now, more grocers are feeling the pressure to deliver compelling online expe...

This article originally appeared on Customer Contact Advisor on January 22, 2021.
We’ve all been there: waiting for a support rep and providing the details of our account, including answering security questions like the name of our mother-in-law’s cousin’s plumber’s cat. After going through detailed troubleshooting steps we’ve already tried, the rep needs to transfer our call to ano...

Seth Earley was interviewed and quoted for an article in The Realtime Report titled "Delivering on The Promise of Artificial Intelligence" that was published on January 21, 2021.
“We know how we want our companies to work.  Enterprises ought to be customer-focused, responsive, and digital.  They should deliver to each employee and customer exactly what they need, at the moment they ...

This article originally appeared on The European Business Review on January 21, 2021
Successful marketing depends on delivering the appropriate information at just the right moment to move the user to the next step in their journey. However, agile digital marketing requires orchestrating messages across diverse systems, not all of which are controlled by marketers. Digital marketers...

Any organization that sells a solution with many options, components, or parts has a significant challenge when it comes to providing documentation for their customers.  When a new product is launched, someone has to produce a document.  That document might be the long, carefully folded insert in an unreadably small font that warns customers about important things like not using toasters in the ba...

A Product Information Management (PIM) system provides a central location for product data that is used in downstream systems. It is where you can collect and manage product data such as technical specifications and descriptions. Companies that do not yet have PIMs use various methods of data management. Some use spreadsheets managed by the product manager; others use homegrown databases, or perha...

This article was originally published on January 5, 2021 on CustomerThink.
Aligning AI’s capability with your sales team
Artificial intelligence has the potential to vastly increase the power of sales. It won’t replace salespeople; instead, it will allow them to spend their time on the right prospects at the right time, empowered with exactly the right information.
To su...