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    AI

    AI and CRM. How artificial intelligence is revolutionising customer relations

    The introduction of AI models makes it possible to exploit large amounts of data to gain crucial insights into one's audience, enabling one to better respond to consumer needs and preferences.

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    Best of the things that matter

    Data Analytics

    The Future of Loyalty in the Data Era.

    Increasingly sophisticated and personalized customer experiences, guided by data-driven decision models and predictive trends. This is how loyalty processes are changing with the integration of AI in customer management.Despite the availability of increasingly advanced tools to interpret and anticipate customer data more effectively, consumer loyalty to brands is decreasing in the digital era and becoming less exclusive.

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    CRM

    AI and Data in Insurance. How AI and the exploitation of data can stimulate growth in the insurance sector

    2023 will go down in history as the year in which AI has become a mainstream topic. While on the one hand, the use of artificial intelligence solutions dates back to the last century, the development of tools with advanced capabilities and easy use (such as ChatGPT) has allowed this series of innovations to spread within the economic world, as well as to fit into the public debate...

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    Customer Experience

    How Employee Experience (EX) affects Customer Experience (CX)

    Employee experience – the set of perceptions that an employee has of the company in their experience working – is a crucial concept for various aspects of business management.While on the one hand, paying attention to how employees experience the company is crucial to keeping them motivated and productive, the benefits of a quality employee experience transcend the simple well-being of workers.

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    CRM

    Purchase Regret in B2B Digital Purchases

    At the beginning of this year, Gartner published a study for CSOs, incorporating data and aspects that should not be underestimated in the B2B sales process. Among these, the data highlighting a significant reduction in the intervention of sales agents to finalize a sale stands out—with 72% of purchases completed entirely online and 83% of clients preferring this method to access a product or service.

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    Customer Care

    Assisting Customers: A Hybrid Approach in Customer Service

    In a survey conducted by the AI LAB research center at IULM University in 2020, involving a sample of 230 Italian companies across 6 different sectors, there was talk of immaturity in adopting technological solutions for Customer Service. Today, aiming for fast, efficient service that meets customer needs, the business section of the European Commission's portal associates the quality of Customer Care and Customer Experience with a combination of technology and human interaction.

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    In the midst of changes: the new articles
    Data Analytics
    Customer Experience
    The Future of Loyalty in the Data Era
     leggi >>

    Increasingly sophisticated and personalized customer experiences, guided by data-driven decision models and predictive trends. This is how loyalty processes are changing with the integration of AI in customer management. Despite the availability of increasingly advanced tools to interpret and ...

    The Future of Loyalty in the Data Era
    CRM
    Customer Experience
    ai
    AI and Data in Insurance
     leggi >>

    How AI and the exploitation of data can stimulate growth in the insurance sector 2023 will go down in history as the year in which AI has become a mainstream topic. While on the one hand, the use of artificial intelligence solutions dates back to the last century, the development of tools with ...

    AI and Data in Insurance
    Sales
    Marketing
    Business Personas: Strategies and Resources to Understand Tomorrow's Customers
     leggi >>

    Companies that have implemented Business Personas have recorded conversion rates 10% higher. We have transitioned from the homogeneity of traditional advertising, where TV spots and print inserts dictated the rules, to the "Big Data" era, which has completely redefined our perception of the ...

    Business Personas: Strategies and Resources to Understand Tomorrow's Customers
    Customer Care
    How Employee Experience (EX) affects Customer Experience (CX)
     leggi >>

    Employee experience – the set of perceptions that an employee has of the company in their experience working – is a crucial concept for various aspects of business management. While on the one hand, paying attention to how employees experience the company is crucial to keeping them motivated and ...

    How Employee Experience (EX) affects Customer Experience (CX)
    Automation
    Sales
    E-Commerce
    Business Management
    Customer Care
    Customer experience: is efficiency the enemy of quality?
     leggi >>

    The attention to customer relationships and personalization within customer experience are concepts as crucial as they are often superficially treated. Today, consumers expect to have the highest quality experiences in their interactions with brands, with most of them desiring tailor-made and ...

    Customer experience: is efficiency the enemy of quality?
    Business Management
    What Future Are Italian Banks Looking At?
     leggi >>

    A focus on technology and the generation of new business models In Italy, which is witnessing a significant reduction in physical bank branches, and in Europe, already leaning towards the digitalization of banking contexts (Spain and France have digital bank customer rates of 65% and 72%)1, the ...

    What Future Are Italian Banks Looking At?
    CRM
    Purchase Regret in B2B Digital Purchases
     leggi >>

    A challenge and opportunity for Sales Directors At the beginning of this year, Gartner published a study for CSOs, incorporating data and aspects that should not be underestimated in the B2B sales process. Among these, the data highlighting a significant reduction in the intervention of sales ...

    Purchase Regret in B2B Digital Purchases
    CRM
    Digital
    Business Automation: Drivers, Achievements, and Solutions
     leggi >>

    Business Automation (BA) or Business Process Automation (BPA) encompasses all business processes (of varying complexities) composed of repeated and repeatable actions that are automated through the interface and collaboration of multiple software programs. One of the fundamental software that ...

    Business Automation: Drivers, Achievements, and Solutions
    Customer Care
    Assisting Customers: A Hybrid Approach in Customer Service
     leggi >>

    In a survey conducted by the AI LAB research center at IULM University1 in 2020, involving a sample of 230 Italian companies across 6 different sectors, there was talk of immaturity in adopting technological solutions for Customer Service. Today, aiming for fast, efficient service that meets ...

    Assisting Customers: A Hybrid Approach in Customer Service
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