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 21, 2016 | Artificial Intelligence, CEO, CFO, Chief Revenue Officer, Cloud Computing, CMO, Conferences, CRM, Crossing the Chasm, Customer Experience, customer experience maturity, Customer Service, Customer Success Management, Digital Disruption, digital transformation, Dr. Natalie's Blog, Internet of Analytics, Internet of Things, IOT, Leadership, Machine Learning, Organizational Change Management
Many companies approach the internet of things by starting with a device, make it connectable and then are in search of a business use case. This is a typical process that happens when there is a new area of technology area. If a company uses that as a strategy, it...
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...
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...
