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Constellation ShortList™ for Field Service Management

Constellation ShortList™ for Field Service Management

TweetConstellation 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...
Constellation ShortList™ Customer Service and Contact Center Software

Constellation ShortList™ Customer Service and Contact Center Software

TweetConstellation 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...
The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

TweetThe 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...
What You Don’t Know About Millennials Will Hurt Your Bottom-line

What You Don’t Know About Millennials Will Hurt Your Bottom-line

TweetThis 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...
Where I am Speaking This Fall! Come Say Hello!

Where I am Speaking This Fall! Come Say Hello!

TweetIt’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:...
The Need for Customer Experience is Based on Science Not Myth

The Need for Customer Experience is Based on Science Not Myth

TweetThe need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people...

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