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    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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    At the heart of Change: The latest News

    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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    Customer Experience

    Customer experience: is efficiency the enemy of quality?

    Is there a way to reconcile process efficiency and high-quality CX, ensuring an impeccable experience for customers while simultaneously not burdening the company's finances?In this detailed analysis, we examine the issue in light of recent studies, discussing how businesses can achieve a balance between customer experience quality and process efficiency.

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    Business Management
    Customer experience: is efficiency the enemy of quality?

    The attention to customer relationships and personalization within customer experience are concepts as crucial as they are often superficially ...

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

    The attention to customer relationships and personalization within customer experience are concepts as crucial as they are often superficially ...

    What Future Are Italian Banks Looking At?
    Business Management
    Navigating Marketing through Unstable Markets
     Navigating Marketing through Unstable Markets
    Business Management
    Who is and what does a Sales Representative do today?
     Who is and what does a Sales Representative do today?
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