Nearly all current research underpins a worrying trend, namely an increase in cyber-attacks, data leaks and data protection hacks. Not to mention that security breaches nowadays cause much more damage than just a few years ago due to more connectivity and a growing number of digital devices.

Customer Experience (CX) is in vogue, as Google hits for CX confirm, which have risen from 80 million in 2011 to over a billion in 2018, apart from the fact that CX has been mentioned in many studies as a top management issue, even though companies are still struggling with it. Nowadays, it is obviously not the price-performance ratio that is decisive, but the best price-experience ratio in a price range, and people no longer speak of digital transformation, but digitization in the sense of optimal integration of the digital and analog worlds.

Modern digital assistants, such as Amazon’s Alexa, Google’s Siri and Microsoft’s Cortana, are constantly evolving, but let’s be honest, nevertheless it’s still in its infancy and quite limited. Basically, these systems can only respond to previously learned commands and use technology that's been around in cars for a dozen years.

Social commerce is a subset of electronic commerce that involves social media, online media that supports social interaction, and user contributions to assist online buying and selling of products and services. More succinctly, social commerce is the use of social network(s) in the context of e-commerce transactions.

Adobe’s new 2019 Digital Trends reveals that delivering first-class, personalized customer experiences (CX) is top of mind for businesses in 2019 and provides insights into the current state of digital trends that will impact companies in the year ahead.

We are surfing, chatting, posting and commenting virtually on a regular basis: in fact, the amount of time users spend daily on social networks like Facebook, Instagram and Co. is growing faster than the rest of online usage. Around 60% of people visit social media every day, one third of them even 5 times a day, proving that social media marketing can achieve a high reach. But what do social media channels really accomplish for marketing?

Qualtrics, the leader in experience management, announced the launch of ExpertReviewTM – Response Quality. Powered by artificial intelligence (AI), this new solution empowers market researchers and insights professionals to weed out poor quality feedback, allowing organisations to make critical business decisions with more accurate data.

Search Engine Optimization (SEO) and Search Engine Advertising (SEA) mean more than just keyword analysis and should be an essential part of any online marketing strategy today. Simply because skillful SEO and deliberate SEA makes websites more productive for the sales of products. Considering certain rules can be useful to steadily improve existing operations, like the following

The Customer Experience (CX) Management - in other words, the measurement and control of customer experiences - becomes a decisive factor in a company's success in times of increasingly competitive market conditions. Traditional measurement methods for customer loyalty and customer behavior, such as the Net Promoter Score or the conversion model, fall far short simply because they neither do all the relevant touchpoints nor sufficiently consider the customer's perspective and expectations. That’s why the IT service provider adesso recommends a more comprehensive approach that takes into account the following parameters:

The 36 member countries of the Organization for Economic Co-operation and Development (OECD) and six other countries formally adopted the first set of intergovernmental policy guidelines on Artificial Intelligence (AI) this month, agreeing to uphold international standards that aim to ensure AI systems are designed to be robust, safe, fair and trustworthy.

Adobe announced the global availability of Adobe Experience Platform, the industry’s first real-time platform for customer experience management (CXM). The open and extensible platform brings together all kind of data from across the enterprise by leveraging Adobe Sensei artificial intelligence (AI) and machine learning. In a nutshell, Adobe Experience Platform brings together all data sources from across the enterprise and rationalize the data for real-time actionability.

Against a global backdrop of persistent social, economic and cultural change, Zeno Group’s new global study on “Barriers to Employee Engagement” looks closely at employees’ concerns about their workplace and how those issues, left unchecked, are standing in the way of effective engagement. The study revealed widespread concern among employees on current business topics like job loss due to automation and generational differences on issues such as work-life balance, with the overall findings pointing to a clear call to action for communicators and management.

From a consumer perspective, companies have what it takes to save social media from the crisis of confidence. They see companies in a position to leverage their influence by compulsory heckling with the big social media platforms.

When it comes to customer-centricity, Customer Journeys are the melting pot of all disciplines and perspectives. Evidently, the enterprise around the customer journey in the daily business routine is initiated and managed by individual departments, such as marketing, sales, IT or service. As a result, despite considerable initial success, the creation of positive customer experiences, or winning of more new customers, often falter due to insufficient internal support of such projects. So, how can that be prevented?