by Dr. Natalie | Jul 7, 2016 | Cloud Computing, Contact Centers, Customer Experience, Customer Service
Whether your business is booming or you’re experiencing a lull in consumer spending, it is important to defend your position in the market and remain competitive. Here are two key customer service trends that can help your company gain an edge over the other guys....
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,...
by Dr. Natalie | Apr 26, 2016 | CEO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Contact Centers, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Leadership, Marketing Optimization, Online Communities, Organizational Change Management, Owned Communities, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media, Social Business and Social Media Case Studies, Social Commerce, Social CRM
Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength of...
by Dr. Natalie | Apr 12, 2016 | CIO, Contact Centers, CRM, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Facebook, Innovation, Leadership, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media
What’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Salesforce for Messenger will enable companies to leverage...
by Dr. Natalie | Apr 7, 2016 | CEO, Chief Revenue Officer, CIO, Contact Centers, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience
It’s just not true. Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following...
