My Top 5 Reads – Week 33

Hi everyone! Lots of good articles on CRM and DX this week. Here is my selection of the ones I like best. All with a great smile because it is still summer! On the agenda: AI, Conversational analytics, retail, and customer journey map.

Lack of Skills Threatens Digital Transformation
“As the COVID-19 response accelerates the speed and scale of digital transformation, a lack of digital skills could jeopardize companies with misaligned talent plans.”

Conversational analytics are about to change customer experiences forever
“Companies have long relied on web analytics data like click rates, page views and session lengths to gain customer behavior insights.This method looks at how customers react to what is presented to them, reactions driven by design and copy. But traditional web analytics fail to capture customers’ desires accurately.”

New mathematical principle used to prevent AI from making unethical decisions 
“A new mathematical principle has been designed to combat AI bias towards making unethical and costly commercial choices.”

Developing An Effective Customer Journey Map
“The buying behavior of a customer forms one of the most crucial pieces of knowledge for business development professionals. In business, the goal is to anticipate the consumer’s desire and then use that to sell them a product or service. The best way to do this is to develop a customer journey map. “

How tech is driving the reinvention of the High Street
“How can retail businesses employ technology to ensure future success. Back in 1875, Arthur Lasenby Liberty had a dream to open a London emporium filled with luxurious fabrics and goods from abroad, which was a novel and innovative concept for its time. Metaphorically planning to ‘dock’ a ship on the London streets, Liberty London was completed in 1924 from old battle ships, and the interior was designed to feel like a home. This conceptual thinking paved the way for the department store that exists today.”

About the Author

Didier Dessens

CRM and Digital Experience Advisory

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