Persona profiling
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The future of online optimization
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Prediction series #1: Semantic Search by 2015
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VLOG – Auto-Tagging, the quest for Compounds!
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VLOG – Search & Tag Clouds
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Tag clouds – what is at stake?
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10 typical Search & Navigation Dead-Ends
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Case Study – Corbeil Electroménagers
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I have spoken (again) as Keynote Speaker at the Webcom event in Montréal the 22nd of October 2009. The main goal of this speech was to present a case study explaining how Corbeil Electroménagers has implemented a new CEM approach and technology on their E-Commerce web site (here are the slides I presented). Keynote introduction: We will present how Corbeil Electroménagers launched a new...

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Customer Intent Analytics
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Many e-commerce companies have thousands of statistical reports, down from the number of page views and up to the sales trends, but how can they know if the purchase intent of their customers is satisfied properly? And how can they learn to do it better? While the fundamental goal of most web analytics systems is to reports the KPIs ({en:Key Performance Indicator}) having the...

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Frustrations in the Search Experience
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On the web, regardless of the reason why we can’t find what we are looking for, our emotion is pretty much the same: we get frustrated, more and more rapidly over time. As a result, two potential reaction are usually adopted: I prefer not receiving these services anymore until there is something better out there I will use it for now, but I will...

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How AI will revolutionize the customer experience
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I spoke as Keynote Speaker at the Webcom event in Montréal the 13th of May 2009. The main goal of this speech was to explain why technologies driven by Artificial Intelligence are going to be the key success factor to provide a positive customer experience online. The main reason I advanced is that the complexity of the task of satisfying all the different of...

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A new approach for online engagement
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Most companies experience a large difference between what their web site is and what they believe it should be. This frustration is quite continuous and the positive feeling of making progress with a new version quickly vanishes after its launch. Web site suppliers understood this problematic quite well, but didn’t find the solution. Instead, they use it to their benefits, leveraging it on one...

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Personalization: Good or Evil Customer Experience?
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It seems to me that the advance of civilization is nothing but an exercise in the limiting of privacy. Janov Pelorat in Asimov’s Foundation’s Edge When you go to your next door’s butcher shop, do you mind him remembering your favorite piece  and giving you a nice discount on it as one of his best customers? When you go to the hair dresser around...

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The CRM is dead, long live the CEM!
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“Undermining experience, embellishing experience, rearranging and enlarging experience into a species of mythology.” Roth, Philip Who said that CEM (Customer Experience Management) was just a marketing trick to rejuvenate all the dusty CRM marketing material by simply replacing an ‘R’ by an ‘E’? Nonsense! But really, what is the big difference? If we remember well, the big slogan of CRM was mainly to increase...

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Leveraging a Context for Information Access
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“We are getting into semantics again. If we use words, there is a very grave danger they will be misinterpreted.” Haldeman, Harold Robbins The semantic web is getting more and more attention, but although the W3C tries to set-up a well-defined standard, its deployment is so far as speculative as is the one of Web 3.0 in general.  On the other side, the search-engine...

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User experience and Intelligent User Interfaces
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looks cool! sharp! amazing! … useful? The importance of the user interface in AI has been highly considered for many years. This field is commonly called Intelligent User Interface (IUI): Intelligent User Interfaces are human-machine interfaces that aim to improve the efficiency, effectiveness, and naturalness of human-machine interaction by representing, reasoning, and acting on models of the user, domain, task, discourse, and media (e.g.,...

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