It’s not surprising that companies are searching for ways to use Artificial Intelligence. At Farland Group, we hear from clients who are using AI within their own organizations — whether to cut down on manual tasks for employees or to create a better customer experience. We are seeing the use of AI on a consumer level too, so it makes sense that the people behind these capabilities are looking for ways to humanize them.

[AS SEEN IN HARVARD BUSINESS REVIEW] Advice on how to bring value to your customer engagement strategy.

Customer Advisor Boards serve as an excellent source for driving internal alignment and sparking organizational change.

[AS SEEN IN CUSTOMER THINK] Organizations often look to scale the experiences and meaningful dialogues that take place in intimate customer advisory board meetings. Moving this in-person experience to the online world of feedback forums and online surveys poses challenges.

Disruptors — no matter who they are — may not be the people you look to for motivation. But, more companies are encouraging the role of “disruptor” over being “disrupted” within their organizations. Jane Hiscock, President, Farland Group, understands this balance can be difficult, and explains how you can embrace disruption without compromising your business.

Net Promoter Score is an important measure for brands to understand quickly why a customer may recommend, but in recent years this score has lost its value in learning what is behind the recommendation. It is as important to understand the why to help build out approaches that will elevate that connection in meaningful ways.

[AS SEEN IN CUSTOMER THINK] Gathering feedback from your customers is important, but not every customer is apt to voice their opinion or review — whether negative or positive. Jane Hiscock, President of Farland Group, highlights specific tips to turn data into a customer-first strategy, and why the follow-up is imperative.

To be thanked for helping to make someone else’s job easier brings a smile to the face and adds a spring to the step and makes those early mornings and late nights worth the effort.

[AS SEEN IN BIZ REPORT] Insights into the value of forming a Customer Advisory Board

Finding and winning new clients is imperative for any business, but in this digital age where social media mentions and word of mouth can make or break brands, organizations must adopt strategic plans to keep their clients – and keep them engaged, happy and delighted.

It’s no secret that technology is ever-changing and with more ways to reach your customer, it’s also no surprise that the Chief Marketing Officer—especially—is feeling this transformation.

Sometimes we need that small burst of encouragement to snap us out of the blur of the status quo.

B2B marketers have enormous opportunity to influence their business transformation through ecosystem development

Today, businesses are in a constant state of transformation and the way marketers think about the customer has never been so important. Jane Hiscock, Farland Group, and Alison Orsi, IBM, recently discussed the impact of this digital era on organizations and their approaches to gain customer advocacy.

[AS SEEN IN CUSTOMER THINK] CIO's are becoming more involved in customer engagement strategy as a way to ensure delivery of the appropriate high value technology solutions. Jane Hiscock shares three approaches CIOs are taking in adopting this new customer-facing aspect of the role.

As clothing brands establish labs to test new product designs directly with customers, the clients we serve use Customer Advisory Boards to stay competitive in this rapidly changing marketplace.

Building a remarkable, memorable, meaningful, pick a positive adjective—customer experience is what marketers are chasing today. And it isn’t just marketers—CEOs place building compelling customer experiences as their number one priority.Why is this such a difficult challenge to tackle?

In this time of fundamental disruption, one of the most powerful assets to survive the tumult is a strong, loyal customer base. Tap into key lessons learned in what it takes to create sustainable customer engagement and advocacy.

Customer engagement tips for the C-suite