Experiences: Customer Experiences

In the digital world, social proof is a powerful and effective way of boosting sales and expanding a service’s user base. People naturally look to other users for cues on how to behave—especially in uncertain or unfamiliar situations. The financial industry—particularly creators of mobile-banking apps—has embraced this strategy to drive growth. Banking is highly sensitive to trust factors, so social proof plays a critical role in customers’ decision making by providing reassurance and validation for their choices.

Popular approaches to social proof include ratings, reviews, and customer testimonials. However, online-banking services do not universally apply these common techniques, and their effectiveness varies across cultures. In this column, I’ll explore how cultural differences influence users’ behaviors relating to social proof within the context of online-banking services. Plus, I’ll provide examples from both Western and Eastern perspectives to illustrate the role that social proofs play. Read More

Building a SaaS (Software as a Service) business from the ground up can be challenging. Having spent a lot of time coming up with a unique idea that generates value for your customers, you want to see the business grow.

Growing a SaaS business is not an easy road to follow. Dozens of obscure SaaS startups never take off or fail during the early stages of their existence. To grow and sustain your SaaS business, you need to find a way to onboard new customers and keep their churn rate low.

In this article, I’ll describe five ways to hook users on your SaaS product. But first, you need to understand what a SaaS company is. Read More

If you thought chatbots were the greatest innovation in artificial intelligence (AI), think again. This technology is developing at a fast pace, with new tools coming out literally every month, and is likely to accelerate. Data scientists, AI developers, and programmers are continually inventing new systems that enhance business productivity, improve customer experiences, and streamline operations. In this hotbed of innovation, a new star has emerged: the AI agent.

The development of AI agents is transforming customer service from scripted responses to autonomous decision-making, learning from past interactions, and even performing complex tasks. AI agents are disrupting every industry from healthcare to manufacturing to the supply chain. In this article, I’ll cover the top 5 applications of AI agents that can go beyond simple conversations to help reinvent business paradigms. Read More