Articles for R "Ray" Wang
The 12 Major Risks of AI
Opportunities abound and optimism is warranted, but so is a degree of caution.
CX Leaders Must Prepare for Exponential Efficiency
Paradigm shifts await customer experience organizations.
Generative AI’s Use Cases Are Already Emerging
ChatGPT has lit up imaginations, but the underlying technology is more than a shiny object.
Creating Customer Experiences that Endure
They need a foundation built on orchestrated systems, processes, and technologies.
Prepare for the Age of the Metaverse Economy
A rundown of use cases and the steps to get you started.
Understanding the Metaverse Economy
Enterprises will be able to bring their physical and digital presences together.
Long-Term Customer Loyalty Is Long Gone
Having the best product or service is not enough; loyalty pros need to focus on other factors.
Companies Must Compete on Decision Velocity
To those who can make faster, more accurate decisions, time is a friend.
CRM’s Digital Executives Take a Front Seat Post-Pandemic
It's all hands on deck as successful companies shift to a digital C suite.
Virtual Events Stink. Here’s How to Improve Them
With online conferences, let's have less hostage videos, more spontaneity
Automation Is the Future of CX
Why every enterprise will design for self-driving, self-learning, and self-healing sentience
The Next Step in CX: Ambient Experiences
Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant
With B2B Marketing, It’s Back to the Basics
Time to kill your martech stack—or at least simplify your approach
The Future of CX Is Orchestrated Engagement
Forward-thinking companies must find ways to make the cacophony of customer experience technologies play together
Artificial Intelligence Powers the Future of CX
AI-driven smart services will make all of our customer journeys seamless
Digital CX Goes to the Movies
To picture customer journeys in the Internet of Things era, start thinking in settings and scenes.
Designing the Digital Customer Experience
The future of CX? Customer segments of one
7 Lessons to Learn in the Digital Shift
Focus on relevancy to build loyalty and authenticity.
Why the Battle for Identity Will Affect Customer Experience
Merging identities across environments is no easy task.
The Evolution of Social CRM
Early adopters must build trust and community
Stand Up for Your Rights!
How to ensure the software you use isn't abusing you in the process.