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 12, 2016 | B2B Customer Success Management, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, Cloud Technology, Customer Experience, customer experience maturity, Customer Success Management, CX, Digital Disruption, Digital Performance Management, digital transformation, Dr. Natalie's Blog, Performance Management
Digital Performance Management provides companies with the analytics to determine if their customer experience is optimized. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included...
by Dr. Natalie | Apr 4, 2016 | Analytics of Everything, CFO, Conferences, CRM, Crossing the Chasm, Customer Experience, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, ecommerce, Internet, Internet of Things, IOT, Marketing Optimization
After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. Commerce is really where the rubber meets the road. At the end of the day, if the customer...
by Dr. Natalie | Apr 24, 2015 | Customer Success Management, Dr. Natalie's Blog, Organizational Change Management
One of the most important things about technology is that it works and delivers on it’s promise. But it can’t do that without the ability to have it implemented well. And often it’s not a matter of just implementing it well. Today implementing...
by Dr. Natalie | Mar 15, 2013 | Dr. Natalie's Blog
In this interview, I interview Mark Yolton, the Senior Vice President of SAP. We discuss DiSCo, ROI, Inffluencers and Contributers and User Generated Content, so this is an interview you won’t want to miss! Mark has served in management positions at Oracle,...
