by Dr. Natalie | Sep 1, 2016 | Analytics of Everything, CEO, CFO, Chief Revenue Officer, Cloud Computing, Conferences, Contact Centers, Content Marketing, CRM, Crossing the Chasm, Customer Experience, customer experience maturity, Customer Service, Customer Service Agents, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Innovation, Internet of Analytics, Internet of Things, IOT, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Marketing Analytics, ROI of Organizational Change Management, Social Analytics, Social Business and Social Media Case Studies, Social CRM
It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Webinar: ROI of Social Customer Care Sept 6th @clarabridge http://bit.ly/2bvWzgJ #custserv #CX (Here’s the report:...
by Dr. Natalie | Sep 1, 2016 | Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Innovation, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI of Customer Service, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social CRM, Social Media Monitoring
The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Why? If a customer doesn’t get the help she needs, she often will not...
by Dr. Natalie | Aug 31, 2016 | CRM, Customer Experience, customer experience maturity, Customer Service, Customer Service Agents, digital transformation, Dr. Natalie's Blog, Leadership, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Technology, The Cloud
Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. (www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for communications and collaboration,...
by Dr. Natalie | May 27, 2016 | Analytics of Everything, APIs, B2B Customer Success Management, Big Data, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Content Marketing, CRM, Crossing the Chasm, Customer Experience, Customer Service, Customer Success Management, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, ecommerce, Employee Collaboration Affects Customer Experience, Internet of Analytics, Internet of Things, IOT, Leadership, Machine Learning, Marketing Automation, Marketing Optimization, Marketing Software, Mobile Apps, Mobile Commerce, Online Communities, Organizational Change Management, Owned Communities, peer-to-peer communities, Performance Management, privacy, ROI of Contact Centers, ROI of Customer Care, ROI of Customer Service, ROI of Marketing Analytics, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social Commerce, Social CRM, Social Good, Social Innovation, Social Media & Digital Comm Education, Social Media and Hollywood, Social Media Monitoring, Social Mobile, Social Networks, Social Selling, storytelling, Systems Integrators, Technology, The Cloud
If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics,...
by Dr. Natalie | May 11, 2016 | Big Data, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Contact Centers, Content Marketing, CRM, Crossing the Chasm, Crowd Funding, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Employee Collaboration Affects Customer Experience, Internet of Analytics, Internet of Things, IOT, Leadership, Machine Learning, Marketing Automation, Marketing Optimization, Marketing Software, Mobile Apps, Mobile Commerce, Online Communities, Organizational Change Management, Owned Communities, peer-to-peer communities, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Marketing Analytics, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social Commerce, Social CRM, Social Good, Social Innovation, Social Media & Digital Comm Education, Social Media Gaming and Gamification, Social Media Monitoring, Social Mobile, Social Networks, Social PR, Marketing and Advertising, Social Selling, Software and Vendor Posts, Start-Ups, storytelling, SuperNova Awards, Technology, The Cloud, The Customer Experience of Privacy, The Customer Experience Of Security and Consumer Data Protection
I’m judging the 2016 Constellation SuperNova Awards! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply...
by Dr. Natalie | May 9, 2016 | Analytics of Everything, Big Data, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Conferences, Contact Centers, CRM, Crossing the Chasm, Customer Experience, Customer Service, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Employee Collaboration Affects Customer Experience, Internet of Analytics, Leadership, Marketing Optimization, Marketing Software, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms,...
