Biographical Information

Articles for R "Ray" Wang

The AI Endgame Is Decision Automation

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

Achieving Trust in the Age of AI

Companies will learn that without enough precision data, mistrust of AI will persist.

The 12 Major Risks of AI

Opportunities abound and optimism is warranted, but so is a degree of caution.

CX Leaders Must Prepare for Exponential Efficiency

Paradigm shifts await customer experience organizations.

Generative AI’s Use Cases Are Already Emerging

ChatGPT has lit up imaginations, but the underlying technology is more than a shiny object.

Creating Customer Experiences that Endure

They need a foundation built on orchestrated systems, processes, and technologies.

Prepare for the Age of the Metaverse Economy

A rundown of use cases and the steps to get you started.

Understanding the Metaverse Economy

Enterprises will be able to bring their physical and digital presences together.

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

Companies Must Compete on Decision Velocity

To those who can make faster, more accurate decisions, time is a friend.

CRM’s Digital Executives Take a Front Seat Post-Pandemic

It's all hands on deck as successful companies shift to a digital C suite.

Virtual Events Stink. Here’s How to Improve Them

With online conferences, let's have less hostage videos, more spontaneity

Automation Is the Future of CX

Why every enterprise will design for self-driving, self-learning, and self-healing sentience

The Next Step in CX: Ambient Experiences

Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant

With B2B Marketing, It’s Back to the Basics

Time to kill your martech stack—or at least simplify your approach

The Future of CX Is Orchestrated Engagement

Forward-thinking companies must find ways to make the cacophony of customer experience technologies play together

Artificial Intelligence Powers the Future of CX

AI-driven smart services will make all of our customer journeys seamless

Digital CX Goes to the Movies

To picture customer journeys in the Internet of Things era, start thinking in settings and scenes.

Designing the Digital Customer Experience

The future of CX? Customer segments of one

7 Lessons to Learn in the Digital Shift

Focus on relevancy to build loyalty and authenticity.

Why the Battle for Identity Will Affect Customer Experience

Merging identities across environments is no easy task.

The Evolution of Social CRM

Early adopters must build trust and community

Stand Up for Your Rights!

How to ensure the software you use isn't abusing you in the process.