Multi-Channel Contact Center: Delight Customers where they Live
It’s no secret that the ever increasing number of social media networks, and the growing consumer adoption of mobile devices, has revolutionized today’s communication landscape, fundamentally altering...
View ArticleObservations from Aspect Analyst Summit 2012
This week I had the opportunity to spend a full day attending the Aspect analyst summit to listen to — and discuss — its 2012 business activities, and to obtain insights about the company’s plans for...
View ArticleLooking Back, Looking Ahead: State of CEM in 2012 and 2013 (Part 1)
It’s that time of the year when we read and listen how the past year have changed lives and businesses as well as wishes/expectations from the new year. In this spirit, we have shared a wealth of...
View ArticleLooking Back, Looking Ahead: State of CEM in 2012 and 2013 (Part 2)
As a followup to my previous blog “Looking Back, Looking Ahead: State of CEM in 2012 and 2013 (Part 1)“ I will continue the overview of trends and expectations resulting from my research and end-user...
View ArticleWhy Should CMO’s Learn how to Speak IT?
Customer experience management (CEM) today is an enterprise-level initiative that involves multiple organizational stakeholders. The core purpose of this initiative for many businesses is optimizing...
View ArticleNext-Generation CEM – Upcoming Research
Customer experience management (CEM) is top of mind for many CXOs and other executives across the globe. As businesses are looking to find better ways to engage their customers to keep them satisfied...
View Article(Moving) Target Marketing: Reading the Tea Leaves of Customer Identity
A recent survey of 130 Marketing and Sales professionals conducted by Aberdeen for pending Big Data for Marketing research reveals “shifting buying behavior” as the top business pressure driving...
View ArticleGenesys Acquires UTOPY: What Does it Mean for Contact Centers
On January 29 2013, Genesys (a contact center solution provider) announced that it had acquired UTOPY (a speech analytics vendor). This acquisition reflects Genesys’ focus on building an...
View ArticleCIO & CMO Alignment: A Customer-Driven Perspective on why it Matters
The relationship between marketing and IT has long been a subject of debate. Despite the very distinct activities of each function, as digital marketing is rapidly gaining foothold of today’s customer...
View Article2013: The Year of Acquisitions in the Contact Center World? More News from...
On February 26, 2013, Genesys announced that it had entered into definitive agreement with MicroStrategy to acquire its subsidiary, Angel. Genesys is a contact center solution provider with a heavy...
View ArticleSocial Customer Care Gone Wrong: A Case Study
Social media is no longer a new territory for most businesses. In fact, Aberdeen’s “Next-Generation Customer Experience Management” research shows that it is used by 66% of all businesses to listen and...
View ArticleCustomer Analytics – Upcoming Research
Aberdeen Group’s recent research on “Next-Generation Customer Experience Management” validates that the nature of customer/company relations have changed drastically over the past decade. The top...
View ArticleCatching-up with the Best-in-Class through Customer Analytics
My recent post provided an overview of several trends that impact organizations’ ability to utilize customer data effectively. In particular, it noted that only 7% of companies are extremely satisfied...
View ArticleJune CEM and Contact Center Research Recap
The world of customer experience management (CEM) is one with constant change. In this environment, the ability to retain clients and grow their value for the businesses requires firms to deploy the...
View ArticleBringing Customer Service into Marketing: Empowered Customers Make Service...
The empowered customer revolution is here. The growing use of countless technology tools (e.g. smartphones and tablets) and social networks has strengthened the buyers’ role in customer/company...
View ArticleCEM in Financial Services: Secrets to Improve Client Value
Success as a financial services firm today requires more than mastering the changes in the rapidly changing financial ecosystem. While it’s a challenge to comply with legislation such as Dodd-Frank and...
View ArticleThe Rise of Omni-Channel Customer Care
The rapid growth in availability and use of numerous technology tools (e.g., smart phones and tablets) and channels (e.g., social media and online user groups) by today’s customers has significantly...
View ArticleBest Practices in Weathering the Omni-Channel Customer Care Trend
In my prior post, we discussed the emergence of omni-channel customer care as a necessity to help businesses seamlessly manage buyer interactions across multiple touch-points. We noted that companies...
View ArticleThe Internet of Customers and Salesforce1: Observations from Dreamforce 2013
When was the last time you thought about using smart machines as a way to deliver superior customer experiences? While most companies are still exploring the notion and benefits of the “internet of...
View ArticleServiceCloud Announcements from Dreamforce 2013: Service Leads the Path in...
My prior post discussed the announcement of Salesforce1, it’s high-level benefits as well as my thoughts related to the capabilities it brings to the marketplace. In this post, we’ll share several...
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