Group FIO

At Group FiO , we often discuss the value you can extract from customer data, and how you can best leverage that data to provide superior customer service. But how do you use that data to improve the customer experience (CX) in immediate, tangible ways? One of the answers lies in customer sentiment analysis. When you think about the brands you’re most loyal to, it’s often for a number of reasons; you love their products, they have the best services and they help you in a time of need are typically at the top of the list. And if you dig deeper into these reasons, you’ll notice that your emotional connection is at the core of almost all of these reasons. It’s no secret that emotional connections are important when it comes to spending money or maintaining loyalties, nor is it a mystery that in today’s aggressively competitive eCommerce landscape, building a strong emotional connection with your customer base is the key to repeat purchases and real customer lifetime value (CLV). That bei...

  Have you ever gotten caught up on Facebook clicking one after another on the videos and articles it throws up on your page? Or possibly found yourself on Amazon where you end up buying something you didn’t even know you needed 10 minutes ago? If you have, than you’ve already been welcomed  into the world of predictive analytics. Many online sites and brands have been using predictive analysis to target and retain customers by creating personalized content for them. Data is no longer a level playing field. Companies that leverage AI and machine learning software have a leg up over competitors who are still only using data to look backwards. Research shows that 77% of high-performing customer service teams rate their ability to leverage artificial intelligence as excellent or above average. Companies that get predictive analytics right can greatly improve their customer experiences and in turn leverage their data to offer a better CX and realize true customer lifetime value. W...

  Despite the fact that most experts in the technology sector have been continually advising on the need for widespread application of analytics dashboards and data-driven KPIs, most senior marketing teams are still utilizing data primarily for backward-looking analysis to measure performance rather than building analytics dashboards that drive future initiatives and planning. Even with the advent of AI empowered predictive analytics, a recent study from McKinsey found that only 17% of businesses report they are actively using data to build future strategic planning and better CX models. What makes this an even more frustrating predicament is that the majority of brands are either underutilizing data that they already have at their fingertips are ignoring the absolute necessity to have a Customer Data Platform   that provides them with a future-ready deployment strategy. There’s often untapped value to be found in re-engineering data points or capturing new types of data to wh...

  In the past 18 months the pandemic has made us hyper-aware of what we touch, and how often we wash or sanitize our hands has become as second nature of a habit as glancing at our smartphones an average of 58 times a day (yep, that’s an actual statistic!) Even as the pandemic starts to wind down, one major leftover of our Covid-19 existence seems to be a continued and even increased call for a sanitized, safety-conscious experience in all things. The near exponential growth of eCommerce over the past year is a direct example of the new consumer expectations.  As lockdowns became the new normal, businesses and consumers increasingly “went digital”, providing and purchasing more goods and services online, raising e-commerce’s share of global retail trade from 14% in 2019 to about 17% in 2020, and this is expected to jump to as high as 22% in 2021. Customer expectations have heightened as purchase priorities have shifted and buying behavior has changed. The transition toward int...