Esen Sevinc’s Post

Data management and activation have long been valuable assets in organizations, but in the new paradigm of Generative Artificial Intelligence, data makes the difference between success and lack of relevance for organizations. We invite you to this Oracle Webinar on June 27th at 12:00 pm to learn how Aegean Airlines has transformed into an omnichannel B2C organization and enhanced the customer experience by adopting the Customer Data Platform (CDP). Aegean Airlines will explain its transition to a customer-centric approach, encompassing marketing, sales, and customer service. They will discuss cases such as reducing abandoned carts and personalizing the website to sell complementary products, highlighting the value of a 360o customer view. Additionally, Accenture will present the context of Customer Experience in B2C businesses, the ideal roadmap to place the customer at the center of the strategy, make every interaction relevant, and the importance of data for making appropriate real-time decisions.

Baleària is one of the giants of the Spanish transport industry, and they are leaders in transporting passengers and cargo between the Iberian Peninsula, the Balearic Islands, the Canary Islands, and Ceuta and Melilla. The redk team had six objectives in our tactical plan to reorganise processes and implement tools for Baleària. This included: 🔺 Agility in incident management 🔺 Incorporating Robotic Process Automation (RPA) into business processes using Laiye 🔺 Implementing omnichannel solutions 🔺 Integrating the booking management platform 🔺 Integrating customer data into the marketing cycle Read more about our work with Baleària here: https://okt.to/RaWu8D #CRMtransformation #redk

Designing and delivering a great customer experience is all about people. You have to care about people and make people care. The possibilities of new technologies seem endless. We collect more data than ever before, can analyze at speed and even ideate for great ideas using AI. But we shouldn’t lose sight of the human element of Customer Experience. Yesterday I presented my thoughts as one of the keynote speakers of the 19th International Customer Experience summit BINA in Amsterdam. I showcased our work on the development of ‘Zorgkosten Betalen in Delen’ from Zilveren Kruis -a new payment in installments proposition we successfully launched last year- and shared our key elements for success: 🧠 Truly understand your customers; visit them and find out their deeper (latent and tacit) needs to design for impact and collect anecdotes. 💪🏻 Deliver proof-of-concept projects from the start to gain confidence from stakeholders, spark energy in your team and buy your team time for designing and implementing your northstar 💫 💝 Share emotional stories based on customer research to give meaning and drive change: from front office to back office. Emotion drives people. I truly enjoyed the stories from the other presenters Robin Verlinde, MBA ,Anna-Lena Lorenz, Mark Collin,Joep Willemsen, Jessica van der Linden, Nabil Cherchem, Rick Mans, Andy Wilkins, Ziad Roumy, Jenni Reijonen, Hege Therese Kirkeby, Tamara Mom, Sabine Pappot, Job Heidkamp, Svetlana Tokunova , Harald Lamberts It’s always a pleasure to learn from so many talented people. #ICEMSummit2023 #CustomerExperience #CX #ServiceDesign #DigitalExperience

There is a gap growing between customer expectations and the customer experience that they receive from retailers. And many retailers are under the cosh - caught off guard by both the speed of emerging new trends and technologies and consumer uptake of these. Interested in hearing more...? Join our webinar to help you understand: 👉 Which trends retailers need to be aware of right now 👉 What's shaping customer expectations – in and out of the store 👉 The future shopping mix (including the role of marketplaces) 👉 How can you find - and - fix "customer journey execution gaps" (and reduce costs) 👉 Where and how to introduce generative AI: without losing the "human touch" Whether you’re in charge of CX for a digital brand that needs to scale, or an established player looking to digitalise and transform, this is the webinar for you! 📆 12th September 2023 ⏰ 9am EDT | 2pm BST | 3pm CEST It's not one to miss, so register today - https://bit.ly/45T5G48 #webinar #webinaralert #retailtrends #consumertrends #consumerexperience

Last Thursday, the Customer Experience Foundation CX Retail Symposium brought together industry leaders to discuss the latest trends in customer experience. Holland & Barrett, Halfords, Beauty Pie, consumer champion Martin Newman, and analyst Richard Lim shared their insights on how digital, cloud, AI, and advanced CX applications are revolutionizing customer loyalty and driving crucial CX actions. Here are some key takeaways from the event: 🔹 New ROI Frameworks: CX's impact on brand advocacy, customer lifetime value, and social impact is now being measured beyond traditional ROI models. This holistic approach fosters lasting relationships and sustainable growth. 🔹 Human Touch Matters: While digital and self-service are vital, empowered employees are crucial for handling complex enquiries. A seamless digital experience is valuable, but the emotional connection of speaking with a friendly, informed human cannot be replaced. 🔹 Purpose-Built AI: Retailers are implementing AI-enabled applications to efficiently resolve issues and direct customers. Integrating AI with behavioral science is key to effective CX. 🔹 Data-Driven Personalisation: Retailers are leveraging data from various sources to create personalised shopping experiences. Understanding customer pain points and using data to nudge and prompt at crucial moments is a growing trend. Our CEO Keith Gait MBA CCXP Gait CCXP MBA, at CXFO, stated that "with real-time data and AI driving the next level of personalisation, retailers are on a transformative journey that will only intensify throughout 2024." Read the full article here: https://lnkd.in/ecYHncKh Join us at our next event - CX AI Symposium on 4th July. Registration is now open https://lnkd.in/eSfx8f_f #CX #CXRetailSymposium #CXInnovation #DigitalTransformation #AIinRetail #DataDrivenCX #CXFO2024 #FutureOfRetail #CXAISymposium #CXFOEvents

Thanks to Gain Skills Business Media Pvt Ltd. for extending the invitation to be part of Digital Customer Experience Confex & Awards 2023 Holiday Inn Aerocity. With Customer experiences rising around instant, hyper personalised experiences there is a greater need at build and deliver personalised, data driven, omnichannel customer experiences at scale. There is an greater need for businesses to start experimenting on utilisation of Generative AI to build smart FAQ bots and Virtual agents. Optimise team efficiency that would take up lesser time in handling repetitive tasks, speed up response times and streamline the conversational experience. Every single customer is different and his experience should be same across multiple channels so there is greater need to deploying AI across communication channels, and further centralise customer experiences on a single platform. Visit: https://urest.in/

🚀 Dive into Personalized Experiences at #OMR! Meet Mark—the everyday #consumer navigating life's complexities. With #SAP, Mark's journey becomes seamless and personalized, thanks to #data and #AI. 🛍️ Omnichannel Shopping: Follow Mark's journey through #seamless shopping, powered by AI-driven recommendations and personalized loyalty campaigns. 💼 Redefining CX: See how SAP supports Mark's workday with automated processes and #intelligent recommendations, even for complex products like machinery. 🏡 Direct-to-Customer Engagement: Join Mark on his quest for the perfect paint color, showcasing SAP's commitment to e-mobility and AI-infused #personalization. Personalized #experiences are a necessity. With SAP, anticipate your customers' needs and redefine #customersuccess.

A central hub where many branches of commerce intersect, the c-store presents a dynamic space for innovation. Mobility Retail is evolving to balance automated processes with human interactions while reimagining food and fuel offerings to fundamentally shift the thinking around convenience. Delivering consistent experiences across digital channels and physical locations is necessary to improve loyalty from consumers in a hyper-competitive landscape. Read the article below to learn how AI will be instrumental to the revolution facing Mobility Retail, delivered through four key trends identified by Avanade's industry expert, Will Clevenger. #mobilityretail #AIinRetail #convenienceretail #cstore https://lnkd.in/gnMBaHDJ

How can a legacy brand like #IKEA navigate the #future of retail with #AI without losing its #essence? Some #key #takeaways for all #modern businesses from Berlekey: Reflecting on this week's Berkeley class discussions and assignment, I've been captivated by IKEA's seamless integration of AI and #data #analytics. Their journey demonstrates how innovation can coexist with #core #values, ensuring they remain the friendly, family-oriented #brand we all know and like. I find IKEA's approach both inspiring and instructive for any company looking to thrive in the digital age. Key takeaways for modern businesses: 🔹 E-commerce #revolution - IKEA has tripled its e-commerce levels in just three years. This required a comprehensive overhaul of supply chains and store layouts to harmonize online and offline operations seamlessly. 🔹 #DataDriven #decision making - Enhancing data collection and analysis has allowed IKEA to improve click-through rates by 30% and boost average order values by 2%. Crucially, this involves managing #AlgorithmicBias to ensure fair and accurate customer interactions. 🔹 #Personalized experiences - leveraging psychographic data, IKEA provides highly personalized shopping experiences, setting a new standard in retail. Transparency and customer control over personal data are paramount to maintaining trust. 🔹 #Advanced #technologies - From AI-powered demand forecasting to AR/VR tools in the IKEA Kreativ app, IKEA is making home furnishing more #interactive and #accessible. These innovations enhance the customer journey while, again, calling for careful management to prevent biases in AI algorithms --> aka fairness over utility. Throughout this digital transformation, IKEA remained #committed to its core values, embedding digital strategies across all business aspects. This project was a profound insight into how traditional companies can lead in the digital era by balancing innovation with responsibility. #Kudos to University of California, Berkeley, Haas School of Business for this incredible learning experience! Looking forward to your thoughts. Anyone currently going through a transformation in their business? How is it going? #AI #DigitalTransformation #AlgorithmicBias #TechnologyManagement #IKEA #Berkeley #Innovation #Ecommerce #FutureOfRetail Two articles worth reading: https://lnkd.in/dgupJ4iE https://lnkd.in/dtPz2XiN

Transform your CX from ordinary to extraordinary! Attend The 9th NXT CX Summit & Awards SEA and witness the power of generative AI to take your customer experience to new heights. The customer experience landscape in Indonesia is booming, but are you equipped to navigate it? Join us at the 9th NXT CX Summit & Awards SEA on Feb 21st, 2024, and delve into the strategies shaping seamless experiences for a tech-savvy generation. Key topics of discussion: •⁠ Maximizing customer retention for CX budget Protection •⁠ ⁠Implementing Customer - Centricity in product or service pricing •⁠ ⁠Designing experience with Generative AI Don't miss this chance to elevate your CX game and thrive in Indonesia's dynamic market! ️Secure your spot now - https://www.nxtcxsea.com/ #CXSummitSEA #CXIndonesia #DigitalTransformation #Omnichannel #AI #GenerativeAI #IndonesiaCX P.S. Share this post and tag a friend who needs to be there!