by Dr. Natalie | Dec 6, 2016 | Contact Centers, CRM, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Internet of Analytics, IOT, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Included in he release is a new...
by Dr. Natalie | Dec 6, 2016 | Cloud Computing, Cloud Technology, Contact Centers, Customer Experience, Customer Service, Customer Service Agents, CX, Digital Disruption, Dr. Natalie's Blog
Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The idea is that the addition of Interactive Intelligence will enable Genesys to accelerate its mission of powering the best customer experiences in more...
by Dr. Natalie | Oct 19, 2016 | Analytics of Everything, Cloud Computing, Constellation ShortList, Contact Centers, CRM, Customer Experience, customer experience maturity, Customer Field Service, Customer Service, Customer Service Agents, Customer Success Management, CX, Digital Disruption, digital transformation, Dr. Natalie's Blog, Field Service Management, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Organizational Change Management
Constellation has announced the Constellation ShortList vendors in Field Service Management which provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. Field service...
by Dr. Natalie | Oct 19, 2016 | Contact Centers, CRM, Customer Experience, customer experience maturity, Customer Service, Customer Service Agents, Dr. Natalie's Blog, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider...
by Dr. Natalie | Sep 26, 2016 | CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, Cloud Technology, Contact Centers, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, CX, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Organizational Change Management, ROI of Cloud-based Technology, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Organizational Change Management
The only way to build a truly innovative and collaborative culture is to give everyone a voice. In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a...
by Dr. Natalie | Sep 19, 2016 | Chief Revenue Officer, CMO, Contact Centers, Content Marketing, Crossing the Chasm, Customer Experience, customer experience maturity, Customer Service, Customer Service Agents, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Events, Innovation, Leadership, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Organizational Change Management, ROI of Social Media
This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a...
