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Congratulations to the Constellation Super Nova Award Winners in Customer Experience!

Congratulations to the Constellation Super Nova Award Winners in Customer Experience!

TweetThe reason we at Constellation Research created the SuperNova Awards is because we know advancing the adoption of disruptive technology is not easy. Technology adoption faces resistance from budget constraints, hurdles to adoption, and myopia. All the finalists...
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...
Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail?

Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail?

TweetObviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that...

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