We hate to break it to you, but chances are, you’re paying for software you’re not using. And you’re not alone: according to the Flexera 2024 State of ITAM Report, more than 50% of SaaS licenses go unused within organizations, leading to millions in wasted spending annually.

Deloitte research shows enterprises waste up to 27% of their cloud and SaaS spend on idle resources.

Are your software investments and technology stack being used to their maximum potential, or are valuable features gathering dust, contributing to IT and MarTech stack bloat?

Why Software Underutilization Occurs

Software underutilization can happen for a variety of reasons. Siloed spending within departments often leads to redundant tools that go unnoticed. A lack of adoption leaves valuable software sitting unused, while organizational churn means that when employees leave, those remaining may not even know what tools are available. Additionally, a lack of skills to properly implement and distribute functionality prevents these tools from reaching the people who need them most. This all leads to wasted money and reduced productivity.

One significant consequence is IT sprawl. When teams independently adopt tools without a cohesive strategy, software stacks become overly complex, disjointed, and costly to manage. Without proper tech stack optimization, companies overspend significantly without realizing the intended value. Spendflo’s 2025 SaaS Tech Stack Report highlights that, on average, companies are managing over 300 SaaS tools, but only about half are regularly used.

Unused software licenses are a silent killer of efficiency. When employees leave or roles change, licenses often remain active, draining budgets unless monitored carefully.

On top of this, teams often aren’t aware of the full functionality of the tools they use. You could be investing heavily in advanced automation, AI-driven insights, and integration features—but if no one knows they exist, they go untapped. Software optimization is not just about buying the latest tools but about maximizing what you already own.

Many organizations adopt Salesforce for its core sales and marketing capabilities, such as managing contacts, leads, opportunities, and campaigns, but often underutilize more advanced features that could significantly boost efficiency and insight. Tools like Flow Builder (automation) are available within many Salesforce editions, while others like Einstein Analytics (AI-driven insights) and Pardot (B2B marketing automation) may require additional licensing. Yet, these powerful functionalities are frequently overlooked. A Salesforce study found that top-performing sales teams are 2.3x more likely to leverage AI capabilities than underperformers, underscoring the opportunity that comes with deeper feature adoption.

How Do We Solve This?

Now that we’ve had the hard conversation, it’s time to focus on solutions. The best way forward is to start with an audit, and with today’s technology, audits no longer need to be a tedious, manual process.

1. Use AI-Powered Software Audits

   Modern audit management software and AI-driven analytics tools allow companies to track feature-level adoption, identify dormant licenses, uncover overlapping tools, and even suggest consolidation opportunities.

   AI-enabled audits don’t just show what’s being used—they reveal whether you’re using it effectively, helping enterprises reduce software costs and optimize usage with precision.

   Gartner estimates that companies that do not manage their SaaS licenses actively will overspend by 25% or more on SaaS expenses alone.

2. Software ROI: Maximize What You Already Have

   After completing your audit, evaluate areas where usage is low or inconsistent. Are there key functionalities that could be useful? If functionality isn’t activated or users aren’t properly trained on it, it might as well not exist.

   Here’s where training, change management, and stronger IT-business collaboration come in. Ensure that:

   • Users are aware of available features.
   • Power users are enabled to train others.
   • Usage is tracked continuously (not just at renewal time).

   Software ROI improves dramatically when teams engage with the full functionality they’ve already paid for.

3. Trim or Reallocate SaaS Licenses You Don’t Need

   If a department isn’t using an app at all, consider dropping it. Or if you’re over-licensed, reclaim seats and redistribute them.

   The 2025 Mailmodo SaaS Stats Report found that companies waste nearly $135,000/year on unused SaaS licenses—often because deactivation or reallocation is overlooked. SaaS spend management isn’t just about negotiating better prices, it’s about constant rightsizing to actual business needs.

4. Look For New Uses and Cross-Functional Gains

   Maybe a tool isn’t being used by the team that bought it. Could it be repurposed?

   • A project management tool like Monday.com, originally purchased by Marketing, could also be valuable for HR onboarding workflows.
   • Support software could be leveraged by Field Ops, not just Customer Support.

   When you repurpose existing investments creatively, you engage in software asset management solutions that deliver higher returns without increasing spend.

5. Promote “Invest with Intention” As A Cultural Pillar

   Avoid treating software purchases as one-time events. Every tool must have a business case, a rollout plan, and ownership.

   Before investing, ask:

   • Who will use this—and how?
   • What existing tools might already solve for this need?
   • How will we track adoption and measure software ROI?
   • Who owns user adoption, training, and software optimization?

   IDC and Endava found that 50% of digital transformation initiatives fail to meet their intended outcomes, leading to wasted investments and unrealized software ROI.

Software investment success is not about owning more tools—it’s about maximizing usage and aligning technology decisions with real business value.

Companies with mature SaaS cost optimization strategies and committed software optimization practices remain lean, productive, and highly competitive, even with complex environments.

Conclusion

Underutilization isn’t just an IT issue or a business issue, it is a business challenge that exists in the disconnect between the two. The tools bought by the business must be implemented, optimized, and governed by IT—and vice versa. Success lies in shared responsibility. One actionable step? Make software utilization a shared KPI between IT and business stakeholders. That accountability drives better conversations, better audits, and, ultimately, better ROI.

If you suspect your company is struggling with underutilization but aren’t sure how to chart a path forward, we’re here to help. We love partnering with organizations to unlock hidden value and ensure maximum return from software assets through tech stack optimization.

Contact us so we can help you make the most of your technology investments.

Want to dive deeper into this topic? Check out our eBook: Get What You Pay For: Optimizing Your Software ROI

References

www2.deloitte.com/us/en/insights/industry/technology/technology-media-and-telecom-predictions/2025/tmt-predictions-finops-tools-help-lower-cloud-spending.html

www.spendflo.com/blog/key-takeaways-saas-tech-stack-report-2025

www.salesforce.com/news/stories/state-of-sales-5th-edition/

www.mailmodo.com/guides/saas-statistics/

www.gartner.com/en/information-technology/topics/digital-transformation

info.flexera.com/ITAM-REPORT-State-of-IT-Asset-Management

Sound has the power to transform a story – setting the tone, heightening emotions, and drawing audiences into the moment. At Bridgenext, one of the creative minds behind our incredible soundscapes is Ted Marcus, our Senior Sound Mixer & Sound Designer. From playing drums in rock bands to mixing for some of the biggest productions in entertainment (including Game of Thrones and Super Bowl LVIII), Ted’s career has been a rhythm-driven journey of passion, precision, and innovation. In this edition of ‘Meet the Team’, we dive into his world of audio magic, creative inspirations, and the tools that keep him at the top of his game.

Bridgenext Team Stats:

• Name: Ted Marcus
• State: New York City
• Team Role: Sr. Sound Mixer / Sound Designer
• Favorite go-to snack/drink to keep your creative juices flowing: Trail Mix, Yogurt and Coffee. Breakfast of champions!
• How did you enter the field of video production or post-production? Share your career journey: I was always playing in bands and working with audio equipment. People kept asking me to help them set things up to make them sound better and I realized that I had a knack for the gear. I found an entry level position in 1992 at National Video Center/Recording Studios in Manhattan. It was the largest Post-Production facility on the East Coast. I apprenticed in the audio department and worked my way up from assistant to night engineer and then graduated onward to full engineer.
• Sum up your work style in three emojis:
• What do you love most about working with your team at Bridgenext? It’s a fast thinking, sharp group of folks. There’s always someone available to bounce an idea off of or ask about workflow process. Everyone is available creatively and technically.



• What’s your favorite tool that you rely on daily? The meters! You can trust your ears, but the meters can tell you all kinds of things that are going on in your mix.
• What fuels your creative fire? (Besides caffeine and money, of course!)  I’ve been playing drums for about 50 years and don’t really ever see an end to that. There’s rhythm in everything we do as editors and designers.
• What’s your biggest career achievement? There are three things that immediately come to mind. Having my picture in Rolling Stone Magazine when I joined the Meat Puppets as their new drummer. Helping to Launch Game of Thrones for HBO. (We had no idea of how big it would get!) And more recently with Bridgenext, mixing and sound designing the team introduction “run out” spots for Super Bowl LVIII. This was the most watched broadcast in American history since the Apollo 11 moon landing!
• Tell us about a project that you are proud of. I’m currently in production on a new MGM+ show called 9 Bodies in a Mexican Morgue. I helped with the transition from EPIX to MGM+. This about the 10th show collaboration I’ve had with the network. It’s very liberating and inspiring work as they encourage high impact, unique sound design to tell their stories.
• What is your go-to plugin / software for creating stunning sound design? Right now I’ve really been enjoying iZotope RX11 Music Separator. It allows me to separate elements of music so that I can make vocals louder, or keep just the drums, etc.
• What’s the most exciting trend in video production right now? AI of course comes to mind. But I prefer the term “Machine Learning” in the context that I use it. For example, our programs are learning what is and what is not dialogue or background noise and getting better at it every day.
• How are you adapting to the video production / industry that’s always evolving? The first thing I do when I log in every morning is read the audio trade blogs. Keeping up with new innovations and applying them to our work keeps you sharp!
• Favorite Quote: “Enjoy every sandwich” (Warren Zevon)

Business success in 2025 isn’t just about hitting revenue goals or outpacing competitors. It’s about embarking on a journey of Digital Realization—truly understanding your customers’ needs and aspirations to deliver personalized, human-centric experiences at scale. Digital realization isn’t about the transaction; it’s about driving measurable impact and enhanced customer experiences.

Think about companies like Apple. In a sea of smartphone brands, Apple consistently leads the market. Why? Because Apple doesn’t just sell you a phone—it sells a lifestyle, an identity, and an experience that resonates deeply with its customers. They don’t just listen to what their customers want—they act on it.

In a recent discussion, our CX Chief Roman Ptakowski also highlighted Peloton as an inspiring example of a community-driven brand. Peloton excels by leveraging social listening and engagement to foster strong connections. Let’s explore how businesses can adopt these strategies to drive loyalty, innovation, and exceptional value.

1. What is Social Listening?

Nowadays most companies capture what people are saying about their brands – what they love, what frustrates them, and what they’re wishing for. That’s where social listening comes into play. Social listening is the practice of monitoring online conversations across platforms to understand your audience’s thoughts, needs, and expectations.

Think of it as your brand’s superpower for staying ahead of the curve. In B2B, social listening uncovers trends, monitors competitors, and addresses professional needs through tailored solutions and trust building. In B2C, it captures sentiments, anticipates trends, and drives loyalty through quick, personal interactions that foster advocacy.

Why Social Listening Matters:

• Real-Time Insights: Discover what your customers need, want, or dislike as it happens.
• Proactive Problem Solving: Address pain points and detect trends before competitors do.
• Informed Decisions: Use data-driven insights to align your strategies with customer desires.

Social listening isn’t just about gathering data—it’s about using that data to create meaningful change. A prominent example is how Starbucks monitors social media mentions and uses insights to continue with PSLs every season (pumpkin spice lattes if you’re not down with the acronym) and introduce customer-driven menu changes like the Pumpkin Cream Cold Brew—a hit inspired by social buzz.

2. The Power of Community Interaction

Your community is more than just a group of followers; it’s the heart of your brand. Digital realization amplifies this connection, enabling real-time engagement, personalized interactions, and data-driven insights to understand your audience better. When customers feel heard, they’re more likely to stick around—and even become advocates for your brand.

Why Fostering Community Interaction is Essential:

• Authenticity through User-Generated Content: When your customers create and share content about your brand, it’s more credible than any ad you could produce. A great example is how GoPro’s community shares breathtaking action videos, creating organic promotion for the company.
• Strengthened Relationships: Engaging with your community creates a personal connection, making customers feel valued.
• Unfiltered Insights: Real conversations with your community often reveal insights that surveys and focus groups miss.
• Brand Advocacy: A focus on brand lift through word-of-mouth strategies enables companies to cultivate loyal followers who passionately advocate for the brand, thereby amplifying its reach and fostering deep brand affection.

By building a CX strategy that allows your audience to connect, share, and collaborate, your brand becomes more than a product or service—it becomes a part of their identity.

3. Peloton: A Masterclass in Community-Driven Success

Let’s dive into the Peloton story. Peloton isn’t just a leader in fitness equipment—it’s a leader in community-driven innovation. How? By actively listening to its users and incorporating their feedback to improve products, services, and the overall experience. Here’s how Peloton uses social listening and community interaction to stay ahead:

1. Tracking Feedback to Enhance Offerings: Peloton constantly monitors feedback from its members across social media platforms, discussion boards, and customer reviews. On Instagram, their instructors engage effectively with users, fostering personal connections while cross-promoting the Peloton brand and their own individual profiles. Meanwhile, on Reddit, they engage in feature-focused conversations, tapping into a highly engaged community to refine and introduce offerings like themed classes—such as ’80s Cardio and artist-specific rides—based on member interests.
2. Building a Community-First Culture: Peloton fosters connection through features like leaderboards for friendly competition and social media groups for sharing fitness journeys. This sense of belonging keeps users engaged and motivated.
3. Realigning Offerings Based on Feedback: One of the clearest examples of Peloton’s listening strategy came with their recent rebranding efforts. After hearing members express a need for holistic wellness, Peloton expanded its content to include meditation and stretching classes—broadening its appeal.
4. Iterative Upgrades to Equipment: Feedback from users has driven equipment upgrades, such as quieter bikes and adjustable screens, ensuring products evolve with customer needs.

Lessons From Peloton: What Your Business Can Learn

Peloton’s approach offers three key takeaways for any brand looking to deepen customer relationships and drive innovation:

1. Adaptability to evolving customer needs
2. Alignment with core values to build trust
3. User-centric focus to solve real problems

4. Building Your Social Listening Strategy

If you’re ready to start leveraging social listening and community interaction like Peloton, here’s how to get started:

5. Closing Thoughts

In today’s experience-driven market, social listening and community interaction are essential for sustainable growth. Peloton shows how listening and acting on feedback fosters stronger customer connections, especially when you center your brand around its community.

Your customers aren’t just buying products; they’re investing in a relationship with your brand. At Bridgenext, we understand the complexities of implementing a successful social listening strategy. Our team of experts has helped clients achieve their goals by identifying actionable insights and setting them on the right track. Contact us today and let us help you build a community that not only supports your business but propels it forward. The opportunities are waiting—it’s time to act.

In today’s complex marketing landscape, CMOs are under constant pressure to find the right mix of channels that not only engage customers but also deliver measurable business outcomes. With a myriad of options at their disposal, from digital platforms to traditional media, the challenge is to orchestrate a strategy that ensures consistency and impact across all touchpoints. Cross-channel engagement is at the heart of this challenge, offering a pathway to enhance customer experiences and drive business performance. The challenge lies in finding the right mix of these channels to deliver brilliant experiences that not only resonate with customers, but also drive tangible business outcomes.

What Successful Cross-Channel Engagement Looks Like

Successful cross-channel engagement is characterized by a seamless, consistent experience across all customer interactions, regardless of the platform or device. A customer who interacts with a brand on social media should encounter the same messaging, tone, and branding when they later engage via email or visit a physical store. This consistency builds trust and reinforces brand identity.

McKinsey reports that brands implementing advanced omnichannel strategies, particularly those involving multiple channels, can see a significant increase in customer engagement and purchases. For instance, one study found that omnichannel retail strategies can boost in-store visits by 80% and increase online sales by up to 13.9% after opening a new physical store. Additionally, customers who engage with a brand across multiple channels tend to spend more, with online orders increasing by approximately 10.6% when a physical store is involved.

Resources: “Omnichannel: The path to value,” McKinsey & Company, 2021 and “Omnichannel Statistics”, Capital One, 2024.

Factors Brands Need to Consider for Maximizing Cross-Channel Marketing Efforts

1. Understand Your Audience: The Foundation of Channel Strategy

   Before diving into specific channels, it’s critical to deeply understand your audience. According to Forbes, segmentation is key; CMOs should leverage data to segment their audience based on behavior, preferences, and demographics. This approach enables more personalized and effective marketing strategies, ensuring that the right message reaches the right person at the right time, in the right channel. For instance, while social media is great for engagement and building community, email marketing can be more effective for direct conversions.

   Resource: “Why Audience Segmentation Is Essential for Marketing Success,” Forbes, 2023.

2. Data-Driven Decision Making: The Power of Analytics

   Once you have a clear understanding of your audience, the next step is to harness data analytics to inform your channel strategy. According to Gartner, over 80% of CMOs are expected to increase their reliance on data and analytics in 2024. Utilizing advanced analytics tools allows CMOs to track the performance of different channels in real-time, enabling agile adjustments that optimize ROI.

   Resource: “Gartner CMO Spend Survey 2023-2024,” Gartner.

3. Omnichannel Integration: Creating Seamless Customer Journeys

   In today’s digital age, customers expect a seamless experience across multiple touchpoints. A successful CMO must integrate these channels to create a cohesive customer journey. For instance, integrating email campaigns with social media, and e-commerce platforms can significantly enhance user experience. According to McKinsey & Company, companies with strong omnichannel strategies retain 89% of their customers on average, compared to 33% for those with weak omnichannel strategies.

   Resource: “The Omnichannel Imperative: Delivering Seamless Customer Experiences,” McKinsey & Company, 2023.

4. Balancing Traditional and Digital Channels: The Hybrid Approach

   While digital channels are often front and center, traditional channels like TV, radio, and print can still play a crucial role, especially for certain demographics. According to Harvard Business Review, a balanced approach that includes both digital and traditional media can significantly enhance brand reach and resonance. The key is to understand where your audience is and tailor your channel mix accordingly.

   Resource: “Why Marketers Should Keep Both Feet in Digital—and One in Traditional,” Harvard Business Review, 2022.

5. Agility and Adaptation: Adjust to Consumer Preferences in Real-Time

   The market is constantly evolving, and so are consumer preferences. Brands must be agile, using real-time analytics to adjust their strategies as needed. According to Forrester, 70% of marketers who adapt quickly to changing consumer behavior see better returns on their marketing investments.

   Resource: “Predictions 2022: B2B Marketing Leaders Will Leverage Disruption To Structure A Redefined Role”, Forrester, 2022.

6. Testing and Optimization: Continuous Improvement

   The marketing landscape is in constant flux, making it essential for CMOs to continuously test and optimize their strategies. A/B testing across various channels, for example, can provide valuable insights into what works and what doesn’t. As highlighted by HubSpot, iterative testing allows marketers to refine their approach, ensuring they remain responsive to changing consumer behaviors and market conditions.

   Resource: “The Importance of A/B Testing in Modern Marketing,” HubSpot, 2023.

How Cross-Channel Marketing Improves Outcomes and Business Performance

When executed correctly, cross-channel marketing can significantly enhance both marketing outcomes and overall business performance. Here’s how:

1. Increased Customer Engagement: A well-orchestrated cross-channel strategy keeps customers engaged by providing them with a cohesive and personalized experience across all touchpoints. According to McKinsey & Company, companies that excel in delivering seamless customer experiences see a 20% increase in customer satisfaction, leading to higher engagement and loyalty.
2. Improved ROI: By leveraging the strengths of each channel and ensuring they work together harmoniously, brands can optimize their marketing spend. For example, Gartner reports that companies using cross-channel strategies effectively are 30% more likely to achieve higher marketing ROI compared to those focusing on single-channel approaches.
3. Enhanced Brand Loyalty: Consistency across channels builds trust and strengthens brand loyalty. Customers are more likely to return to brands that offer a reliable and personalized experience, regardless of where or how they choose to interact.
4. Better Insights and Decision-Making: Cross-channel marketing provides a wealth of data, enabling brands to gain deeper insights into customer behavior and preferences. This data-driven approach allows for more informed decision-making, ultimately leading to better marketing outcomes.

Resource: “The Omnichannel Imperative: Delivering Seamless Customer Experiences,” McKinsey & Company, 2023.

Conclusion: Achieving Brilliant Experiences and Business Impact Through Cross-Channel Marketing

For CMOs, the key to delivering brilliant experiences and achieving business impact lies in mastering cross-channel marketing.

The ideal channel mix is not static; it evolves as consumer preferences and market dynamics change. For CMOs, the challenge is to remain adaptable, leveraging data and analytics to continually refine their strategy. By understanding their audience, integrating channels effectively, and balancing traditional and digital methods, CMOs can craft a marketing approach that not only delivers brilliant experiences but also drives substantial business impact.

Call to Action: Turning Insights into Action

As the landscape continues to evolve, staying informed and adaptable is key. CMOs must continuously adapt and refine their cross-channel strategies to stay ahead in the competitive landscape. By leveraging data, aligning channels, and focusing on the customer experience, they can drive meaningful business outcomes and long-term success. By grounding your channel strategy in these principles, you can ensure that your marketing efforts are not only effective but also impactful, driving both customer satisfaction and business growth.

Imagine your brand being featured on national TV or radio, generating incredible traction for your business and broadening your reach. A well-planned satellite media tour, sometimes referred to as an SMT or media tour, can get you there. Navigating the complexities of a successful media tour starts with three key elements: Topic, Timing, and Talent. Let’s dive into how each of these components can drive the success of your media tour.

Topic: Captivating and Relevant

Choosing the right topic is the cornerstone of every successful media tour. When considering a topic, it’s important to “look for the hook”. A timely, topical news hook can help boost media coverage. Here’s how you can make your topic stand out.

• Trends: Ensure your topic aligns with current news cycles. This might include seasonal themes, holidays, or recent developments in your industry and what it means to consumers
• Messaging: Your topic should resonate with your target audience. Consider what issues or interests they are currently focused on and how your brand’s message fits into that narrative.
• Creativity: If you’re struggling to find a news hook, we can help. Our team excels at crafting creative editorial content that will capture media interest and drive coverage.

*Bonus tip: Surveys and studies can create a compelling hook and boost bookings.

Timing: Strategic and Thoughtful

Strategic timing plays a pivotal role in the effectiveness of a media tour and helps increase audience engagement, maximize exposure, and amplify brand messaging.

• Timeliness: This includes breaking news and seasonal hooks like holidays and weather. For branded breaking news stories, it’s important to evaluate your message and how it would be received by the general public. For seasonal hooks, start the creative process early. Competing brands will vie for airtime, so it’s crucial to engage the media first with a unique angle to secure bookings.
• Lead Time: There is an exception to every rule, but the general guideline for lead time to execute a successful media tour is four to six weeks. This includes team strategy and counsel to determine the best tactics, logistical details, and an optimal pitching window.
• Spokesperson: It’s important to ensure your desired spokesperson has not recently completed a tour or had many media opportunities in the past month, as this can affect the number and quality of bookings for your media tour.

Talent: The Credible Voice of Your Brand

Your talent is the voice of your brand and identifying the right one for your media tour is key to its success. Here’s what to consider:

• Relevance: The talent should be relevant to the tour’s topic. The right expert adds credibility and authority to your message. Consider partnering with a third-party talent to bring an external perspective and specialized knowledge, enhancing the authority and trustworthiness of your message.
• Experience: Talents with prior media experience are more likely to secure bookings. Producers prefer working with familiar faces who have a track record of effective media interactions.
• Credibility: Enhance a talent’s credibility and establish them as a thought leader.

Mastering the Three T’s—Topic, Timing, and Talent—can transform your media tour from a routine PR activity into a powerful storytelling platform

By focusing on these core elements, you can execute a media tour that not only achieves your immediate objectives but also builds lasting relationships with media outlets and your target audience. In a world where media consumption is constant and competition for attention is fierce, our team can help you cut through the noise and leave a memorable mark.

Ready to Launch Your Tour? If you have any questions about setting up your media tour, get in touch with us today or check out our co-op calendar.

Introduction to Predictive Analytics and Artificial Intelligence

In an era where data is the new oil, leveraging it to optimize logistics CX is no longer optional—it’s imperative. Predictive analytics, powered by Artificial Intelligence (AI), offers an unparalleled opportunity to enhance customer experience through data-driven insights. Predictive analytics examines historical data to forecast future outcomes, while AI simulates human intelligence, offering the capacity to learn and adapt over time. Together, they can catalyze a transformation in logistics CX that’s nothing short of revolutionary.

AI-Driven Predictive Analytics: Forecasting Demand, Managing Inventory, and Personalizing Experiences

In logistics, unpredictability is the enemy of efficiency. But what if you could anticipate demand before it occurs? AI-driven predictive analytics excels in forecasting demand by sifting through mountains of data to identify patterns. For example, an AI system can analyze past shipping volumes, seasonal trends, and market conditions to predict future demand with exceptional accuracy.

Moreover, AI-enabled predictive analytics can fine-tune inventory management. By predicting which items are likely to be in demand, businesses can stock their inventories more effectively, minimizing costs and maximizing revenue.

But that’s not all. AI-driven predictive analytics also enables the real-time personalization of customer experiences. Imagine a scenario where a customer is notified of a delay before it happens, and is offered an alternative product or route. This level of preemptive service could be the differentiating factor in customer loyalty.

4 Key CX Benefits of Predictive Analytics

1. Streamlined Communication

Predictive analytics can forecast potential disruptions, allowing for preemptive customer communication. This minimizes surprises and engenders trust.

2. Personalized Services

AI-driven analytics can predict customer preferences and behaviors, enabling businesses to offer tailored services, from delivery options to product recommendations.

3. Dynamic Pricing

Predictive models can facilitate dynamic pricing strategies based on demand, inventory levels, and competitor pricing, ultimately benefitting the customer with more cost-effective options.

4. Enhanced Issue Resolution

Predictive analytics can foresee potential issues and allocate resources more effectively for quicker resolution, elevating the overall customer experience.

Machine Learning Algorithms: The Mechanics

Machine learning, a subset of AI, offers a variety of algorithms that can be applied to improve logistics CX. For instance, reinforcement learning algorithms can be employed for optimal routing. These algorithms continually learn the best routes by considering various factors like traffic, weather, and delivery windows.

Natural Language Processing (NLP), another machine learning technique, can handle customer interactions in a more human-like manner. Chatbots driven by NLP can interpret and respond to customer queries, manage complaints, and even handle complicated tasks like negotiating delivery times.

Ethical Considerations: Addressing Biases and Data Privacy

While AI offers significant advantages, ethical concerns around biases and data privacy cannot be swept under the rug. Algorithmic biases can inadvertently discriminate against certain groups, affecting the equality of service. Continual auditing of AI algorithms for ethical compliance is critical.

Data privacy is another key concern. Regulations such as the General Data Protection Regulation (GDPR) in the EU place strict guidelines on data handling. It’s essential to use AI systems that are compliant with these and other regional laws to ensure the ethical handling of customer data.

Conclusion

In the rapidly changing, highly competitive world of logistics, success is built on removing friction for both your internal team and your customers. By using predictive analytics for logistics, you’ll be able to deliver better outcomes throughout your operations and CX, in turn unlocking revenue growth. Get in touch with us today to see how we can help you improve your revenue. Not ready to start a conversation yet? We’ve put together a guide to how you can start growing your revenue now.

Achieving a seamless customer service experience is the aim of any robust CRM system, and Salesforce Service Cloud is no exception. With its diverse suite of features tailored for customer engagement, support, and service, it is a go-to platform for many businesses. If you’re in the planning or early stages of Salesforce Service Cloud implementation, or even if you’re an established user looking to optimize, this blog post is for you. Here, we lay out the 9 best practices to ensure a successful Salesforce Service Cloud implementation.

Your Salesforce Service Cloud Implementation Journey

1. Build a Strong Foundation

Begin by laying the groundwork. Gather your user requirements, identify key performance indicators (KPIs), and plan your project timeline. User input at this stage will create a user-centric framework for the whole implementation process.

2. Leverage Knowledge Licenses

One of the most valuable features in Salesforce Service Cloud is the ability to use Knowledge Licenses. These licenses enable users to read and create Knowledge articles, building a library of helpful content. The utility goes beyond mere support agents, extending to your end-users through a self-help library.

3. Maximize Experience Cloud

Experience Cloud offers a free licensing model that often goes unnoticed. It enables you to set up a public self-help library for your customers, providing additional leverage for your Knowledge Licenses. Prototyping and experimenting in Experience Cloud carry little risk due to its free tier.

4. Utilize Social Service Channels

Salesforce allows the integration of two social media channels for free. This can be a fantastic way to channel customer issues directly into Salesforce Service Cloud, streamlining your support workflow. However, focus on using direct messages rather than public posts to maintain privacy.

5. Integrate Omni-Channel for Seamless Workflows

Omni-channel capabilities let you manage inbound communication across various channels effortlessly. It optimizes the allocation of work based on agent capacity, skill level, and queue assignment. This feature is invaluable when you have multiple channels of communication like email, social media, and Salesforce records.

6. Time Your Investment in Flex

When your foundational elements are robust, it’s time to invest in Flex to bring more channels into your customer’s single view. Make strategic investments that address specific pain points rather than trying to upgrade everything at once.

7. Proceed with Digital Engagement

While it’s tempting to start with live chat and digital channels, wait until you’ve laid a solid foundation. Digital engagement needs a library of Knowledge articles, efficient Omni-Channel workflows, and automations for the best outcomes.

8. Incorporate Integrated Telephony

Bringing inbound calls directly into Salesforce with record pops can save invaluable time during high-volume periods. Integrated Telephony is a mature tool that elevates your entire Salesforce Service Cloud implementation.

9. Aim for Innovation

Last but not least, look beyond the now. Innovate by exploring artificial intelligence and automation capabilities like those offered by Service Cloud Einstein. Einstein’s features can significantly enhance both customer and employee experience by automating tasks and offering intelligent suggestions.

Summary

Salesforce Service Cloud implementation is a continuous journey that benefits from periodic reviews and optimizations. Whether you are new to the platform or have been using it for some time, following these best practices will keep you on the path to service excellence. As technology evolves, so should your Salesforce Service Cloud setup, making adaptability your greatest asset. By employing these 9 best practices, you’ll be well on your way to a successful Salesforce Service Cloud implementation that improves customer loyalty and internal operations. Get in touch with us today to review case studies or to schedule a call.

The hospitality industry has experienced unprecedented challenges and opportunities, especially in the wake of increased travel and consumer expectations. The central role of Customer Relationship Management (CRM) has never been more critical in ensuring hotels not just survive but thrive in this competitive landscape. In this post, we delve into the future of guest management, focusing on Salesforce’s transformative solutions. Specifically, we’ll talk about Salesforce hospitality: how it’s changing the game by enhancing guest experiences, empowering employees, and driving data-driven decisions.

Salesforce Hospitality: Orchestrating the Perfect Guest Journey

Personalized Guest Experiences

Salesforce allows hotels to create unified profiles of their guests, combining data from various touchpoints. These profiles enable the provision of hyper-personalized services, including recommendations, tailored offers, and anticipatory service delivery.

The power of AI leverages these unified profiles to offer even deeper personalization. For instance, AI-powered insights might suggest real-time room upgrades or spa vouchers for loyal guests. By using automation and AI, Salesforce lets you humanize every interaction, even at scale.

Operational Efficiency

When it comes to boosting employee productivity, Salesforce acts as a centralized platform that breaks down departmental silos and integrates various systems and applications. Faster employee onboarding is facilitated, and easy access to resources enables quicker service resolutions.

AI-Driven Decision Making

Salesforce isn’t just about collecting data; it’s about making it actionable. Advanced analytics and AI insights give you a competitive edge. For instance, understanding market demand and historical booking insights can help adjust pricing strategies, thereby maximizing revenue. Predictive analytics can also preempt guest needs, driving satisfaction, and loyalty.

The Significance of CRM in the Hotel Industry

Understanding the Modern Guest

With increased travel and falling prices, hotels now have to manage a higher volume of guests while still offering a personalized experience. Customer relationship management, specifically Salesforce’s CRM, provides the analytical tools and the operational functionalities to go beyond surface-level interactions. It ensures that potential customers don’t get lost in the shuffle and current guests feel uniquely valued.

Hotel CRMs: Tailored for the Industry

Salesforce offers capabilities specific to the challenges faced by hotels. With online reviews playing a critical role in guest decision-making, Salesforce’s CRM tools allow hotels to proactively manage their online reputation. Also, quick problem-solving is facilitated through features like case management.

Mobile Experience: The Future of Hospitality

The evolution of customer expectations now mandates mobile compatibility. Salesforce provides tools to develop guest-centric mobile apps that can facilitate payments, offer personalized travel guides, and even function as a 24/7 virtual concierge, aligning with consumer expectations for 2030 and beyond.

Making the Right Choice: What To Look for in a Hotel CRM

Tools & Integration

When choosing a CRM, look for features that align with your specific objectives. This includes intelligent targeted advertising and activated AI-driven data. Also, ensure it seamlessly integrates with your existing systems.

Scalability & Affordability

A robust CRM should not only meet your current needs but also scale as you grow. Budget considerations are equally important; opt for a platform that offers different packages to meet varied needs.

Conclusion

The Salesforce hospitality suite brings a wealth of features designed to meet the unique needs of the hotel industry, from guest experience to operational efficiency. By harnessing the power of AI and data analytics, Salesforce empowers hotels to deliver an unprecedented guest experience, laying the groundwork for the future of guest management in the industry. Get in touch with us today to review case studies or to schedule a call.

In an age where technological advancements dictate the pace of every industry, the logistics sector is no exception. With rapidly increasing e-commerce orders and rising customer expectations, businesses are turning to comprehensive solutions like Salesforce for logistics to maintain their edge. Here’s why this move is proving transformative for many.

The Logistics Landscape Today

The logistics industry has witnessed an evolution like never before, and the post-2019 era has underscored this shift. E-commerce’s rapid growth has ushered in a new set of challenges. For logistics companies, the increasing order volumes coupled with shrinking profit margins demand an innovative approach. Enter Salesforce for logistics.

Benefits of Implementing Salesforce for Logistics

• Streamlined Operations: Salesforce’s CRM is tailored for the intricate needs of the logistics industry. Salesforce for logistics streamlines operations, optimizing sales, marketing, and overall customer service.
• Enhanced Customer Insights: In a domain where understanding client requirements is paramount, Salesforce for logistics shines by offering a 360-degree view of customers. This allows for more personalized and efficient service delivery.
• Scalable Solutions: As the logistics sector evolves, so do its challenges. Salesforce’s robust platform adapts and scales as per the industry’s needs, ensuring businesses remain at the forefront of service delivery.
• Forecasting: In an industry where every dollar counts, Salesforce for logistics can provide a powerful lens into where to invest time, money, and resources. Using data and analytics to forecast and predict changes in the industry and customer behavior can help focus the business on initiatives that will make a difference.

Tackling Modern Challenges with Salesforce

• Automation: A significant pain point for many logistics firms is the abundance of manual processes. Salesforce for logistics addresses this by digitizing operations, eliminating tedious paperwork, and improving transparency.
• Fleet Management: The age-old challenge of fleet management gets a modern solution. With Salesforce’s real-time visibility into fleet management, businesses can easily track shipments, monitor vehicles, and ensure timely deliveries.
• Supply Chain Disruptions: Given the unpredictable nature of supply chain disruptions, having a solution that offers real-time insights is invaluable. Salesforce for logistics offers tools that provide data on current weather, vehicle speed, and other vital metrics, ensuring timely delivery.
• Personalization at Scale: In an industry where personalized service can set a business apart, Salesforce for logistics provides the tools to offer tailored solutions without compromising on efficiency.
• Efficient Time Management: As e-commerce continues its upward trajectory, efficient time management becomes crucial. Salesforce ensures timely deliveries, maintaining customer trust, and satisfaction.

Conclusion

In the rapidly changing, highly competitive world of logistics, success is built on removing friction for both your internal team and your customers. By using Salesforce for logistics, you’ll be able to deliver better outcomes throughout your operations and CX, in turn unlocking revenue growth.

Get in touch with us today to see how we can help you improve your revenue. Not ready to start a conversation yet? We’ve put together a guide to how you can start growing your revenue now.