What Are the Key Trends Impacting Customer Engagement? (Video)
SAP Customer Experience Vice President Volker Hildebrand discusses emerging trends affecting customer engagement and the growing impact of machine learning in this clip from CRM Evolution 2018.
Learn more about CRM evolution 2019.
Read the complete transcript of this clip:
Volker Hildebrand: There are two driving forces and when you talk about AI and machine learning. We, of course, still look at how the technology is changing the game, but at the same time, we also need to look at the customers and consumers. Our customers and your customers are changing the rules of engagement. That's very important to take into consideration as well.
You can’t just look at technology alone. Just as an example--and you guys all know this--customers today are digitally connected. They're mobile. They're always on. Also, their expectations with regards to that experience are changing dramatically and raising the bar consistently. Partially, with experiences that they had in entirely different industries that were shaping their expectations with regards to what they're expecting elsewhere. When you're used to one-click shopping on Amazon and same-day or next-day shipping, it shapes your expectations with regards to doing business with other companies as well. Think of how simple is it to get a Uber rides and everything goes automatically. Why can't other businesses be as simple and convenient, and fast as those?
We're all aware of the proliferation of customer interaction channels, what needs to be phone and in-store, then there was a fax for some time. Email, chat, SMS text messages, live messaging services like Facebook Messenger, Winkchat, WhatsApp, and other channels: Instagram, Facebook, et cetera, that are becoming more and more relevant in certain industries and for certain target audiences.
The Case for Integrating CRM and Marketing Automation (Video)
X2CRM CEO David Buchanan explains why CRM and marketing automation systems should be integrated rather than silo'd in this clip from CRM evolution 2018.
VIDEO: How to Contend with the New Normal in Customer Behavior and Relationships
Prophet Principal Analyst Brian Solis discusses the mobile-centric "new normal" and what it means in customer strategy in this clip from his CRM evolution 2018 opening keynote.
VIDEO: What's Your Roadmap for Multi-Year Customer Strategy Growth?
ISM Inc. president Barton Goldenberg explains why it's important to take the long view when developing a customer engagement strategy in this clip from CRM evolution 2018.
VIDEO: How Can Businesses Adapt to Meet Future Customer Service Challenges?
Prophet Principal Analyst Brian Solis discusses emerging customer service challenges in this clip from his keynote at CRM evolution 2018.
VIDEO: How Clearly Do You Know Your Customer?
ISM, Inc. President Barton Goldenberg explains the importance of having a clear understanding of who your customer is to effective CRM in this clip from CRM evolution 2018.
VIDEO: How to Better Serve Your Fan Base by Emphasizing Merchandising and Digital Content
WINNERS Director & Founder Fiona Green discusses merchandising and digital content strategies to extend the fan base experience beyond the arena in this clip from CRM evolution 2018.
VIDEO: What is the Right Mix of People, Process, and Tech in a Sound CRM Strategy?
ISM, Inc. President Barton Goldenberg breaks down the mix of people, process, and technology in a sound long-term customer engagement strategy in this clip from CRM evolution 2018.
VIDEO: What Are SMBs' Top Business Goals as Customer Expectations Change?
SMB Group Co-founder & partner Laurie McCabe explains how SMBs can continue to pursue their traditional business goals amid dramatic changes in customer expectations in this clip from CRM experience 2018.
Why Customer Experience is Now Your Biggest Brand Differentiator (Video)
SMB cofounder and partner Laurie McCabe explains how customer service and the customer experiences businesses create have become the defining features of their brands in this clip from CRM experience 2018.
Why Startups Need to Focus on Resilient Revenue (Video)
IntelliPhi CEO Anand Thaker outlines the concept of renewable, resilient revenue and why it matters even to startups businesses in this clip from his presentation at CRM evolution 2018.
The Case for Account-Based Marketing (Video)
IntelliPhi CEO Anand Thaker explains the value of integrated account-based marketing (ABM) for B2B operations in this clip from CRM evolution 2018.
Is the Customer Data Platform the Pot o' Gold for B2B Marketers? (Video)
IntelliPhi CEO Anand Thaker explains how B2B marketers can leverage customer data platforms (CDPs) in this clip from his presentation at CRM evolution 2018.
How Amazon Connect's Open Platform Integrates with CRMs (Video)
Pasquale DeMaio, General Manager, Amazon Connect, AWS, explains how Amazon Connect works with both off-the-shelf and custom CRM systems in this clip from his keynote at CRM evolution 2018.
How to Make Automated Customer Interactions More Engaging (Video)
AWS Head of Product, Language Tech Vikram Anbazhagan discusses four key elements of bot interactions that can increase customer engagement in this clip from his keynote at CRM evilution 2018.
How to Design Chatbots that Deliver Good Customer Experiences (Video)
Pasquale DeMaio, General Manager, Amazon Connect, AWS demos Amazon Connect's Contact Flow Engine in this clip from his keynote at CRM evolution 2018.
How to Leverage AI for Proactive Customer Service (Video)
SAP Customer Experience Vice President Volker Hildebrand explains how companies can deploy machine learning for predictive maintenance and more proactive customer service in this clip from CRM Evolution 2018.
How Tesla Gets Customer-Facing Process Right (Video)
ISM Founder and President Barton Goldenberg presents a case study on outside-in marketing and customer-facing process modeling in this clip from his presentation at CRM evolution 2018.
9 Ways to Use Data to Understand Your Customers (Video)
ISM Founder and President Barton Goldenberg discusses how to leverage data effectively in creating targeted customer experiences in this clip from CRM evolution 2018.
How External Data Can Complement Your CRM Solution (Video)
Diolachan Consulting's Edward Garry discusses the value of external data in this clip from his presentation at CRM evolution 2018.
How to Ensure You Have the Right Data in Your CRM System (Video)
Not all data belongs in your CRM system; to serve your goals effectively, you need to have the right data, as Diolachan Consulting's Edward Garry explains in this clip from CRM evolution 2018.
How to Align CX and Design (Video)
Altimeter futurist and principal analyst Brian Solis discusses customer experience and design in this clip from his keynote at CRM Evolution 2018.
Mobile Has Made UX More Important than Marketing (Video)
Altimeter futurist and principal analyst Brian Solis explains why thinking and design need to change with the shift to mobile in this clip from his keynote at CRM Evolution 2018.
The Value of CRM Integration for SMBs (Video)
SMB Group Partner & Co-founder Laurie McCabe discusses the importance of integrating cloud CRM solutions with other applications for SMBs undergoing digital transformation in this clip from CRM Evolution 2018.
What to Look for in Cloud CRMs (Video)
SMB Group Co-founder & Partner Laurie McCabe explains how SMBs can find the right cloud CRM for them and use it as a springboard for growth in this clip from CRM Evolution 2018.