Category: Customer Experience
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How Netflix Turned Piracy into Market Intelligence
When Netflix expands into a new country, it doesn’t just guess what people want to watch, it already knows. Instead of treating piracy as a threat, Netflix treats it like a cheat sheet. By analyzing what’s being illegally downloaded, they buy the rights to those exact titles. The result? A catalog people already crave, legally
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When “Simpler” Fails: Hick’s Law, the Paradox of Choice, and the UX Trap We All Fall Into
A seemingly helpful filter on an eCommerce site led to a surprising drop in revenue. This post explores why Hick’s Law and the Paradox of Choice aren’t one-size-fits-all, and how even in leadership and presentations, the number of options we give matters more than we think.
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What is Omnichannel? And why it’s no longer optional
Omnichannel is no longer a “nice to have” — it’s the foundation for meeting modern customer expectations. True omnichannel goes beyond multiple channels: it integrates them, aligns teams and tools, and delivers a smooth, personal experience. Companies often fail by treating digital and physical as separate, overcomplicating solutions, or ignoring data quality and process. But…
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The Evolution of Sales in the Digital Era
How digital technology and AI have transformed sales strategies, from manual processes and gut decisions to data-driven, predictive approaches. It highlights the evolution of CRM systems, the role of clean data, and the impact of AI on lead qualification, personalization, campaign creation, and sales performance.
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The IKEA Effect: Why Customer Experience Matters
Explore how IKEA’s unique approach to customer experience, from its immersive store layout to the joy of self-assembly, creates a global phenomenon. Discover insights into its family-friendly atmosphere, the culture of IKEA hacks, and the challenges of integrating digital and omnichannel strategies across diverse markets.
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Managing a customer database in E-commerce: Strategies for growth and compliance
Effectively managing a customer database in e-commerce boosts sales, generates leads, and grows the customer base. Key strategies include obtaining consent, ensuring data accuracy and security, and complying with regulations. Personal experience at several organizations highlights the importance of personalized marketing, consent management, and strategic CRM implementation.
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Predictive Analytics in Sales Strategy: Revolutionizing the Way We Sell
The digital age has revolutionized sales and marketing with predictive analytics, enabling data-driven strategies, personalized customer interactions, and increased profitability. Advanced technologies like big data and AI drive this transformation, enabling real-time analytics and personalized experiences. Companies like Amazon and Netflix have successfully leveraged predictive analytics to redefine their sales strategies, demonstrating its powerful impact.
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The Future of SME Retail: Transitioning from Browsing to Buying and the Social Media’s Impact
Explore the transformative power of social selling for SMEs. We dive into how leveraging social media platforms can catapult sales and brand visibility. With insights into consumer engagement and strategic approaches for Instagram, Facebook, and beyond, SMEs can unlock unprecedented growth in the digital age.
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A transformative approach to adopting generative AI in sales and marketing
Today we want to delve into the transformative role of Generative AI in sales and marketing, highlighting its benefits in personalization and efficiency, while addressing potential risks and mitigation strategies. We discuss the impact of AI on your CRM and customer experience management, drawing on my extensive experience in digital transformation to illustrate practical applications…
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Integrating AI in your website Bot
Uncover the secrets behind 24/7 support, personalized interactions, and multilingual capabilities. In my latest post, explore how giants like IBM Watson, Google, and Zendesk are reshaping the landscape. Delve into the pros, cons, and real-world examples for a sneak peek into the future of customer engagement.
A different view by Jaime Porta 