How Intelligent Business Applications Are Redesigning Customer Experience

With so many advancements in enterprise technology, it’s hard to excuse companies that are still clinging to manual processes. That’s the contention of Sheryl Kingstone, Research Director of Business Applications at New York City-based 451 Research. A 16-year veteran industry analyst, her research focuses on improving the customer experience across all interaction channels for customer acquisition and loyalty. As part of the 451 Research team, she helps businesses make decisions regarding the use of technology, business processes and data to boost revenue and optimize business performance. Creating Insight-Driven Digital Experience In an interview with CMSWire, Kingstone told us machine learning, prescriptive analytics and mobile tools can help redesign customer experience. “Intelligent business applications are really the only way to understand, contextualize and embed data intelligently into business process,” said Kingstone.…


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