by Dr. Natalie | Oct 28, 2016 | Analytics of Everything, Conferences, Crossing the Chasm, Customer Experience, customer experience maturity, Customer Service, Customer Success Management, CX, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Organizational Change Management
The 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 here...
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 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 | Jul 26, 2016 | Analytics of Everything, Big Data, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Contact Centers, CRM, Crossing the Chasm, Customer Experience, Customer Service, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, ecommerce, Innovation, Internet of Analytics, Internet of Things, IOT, Leadership, Machine Learning, Marketing Optimization, Mobile Apps, Mobile Commerce, Organizational Change Management, Owned Communities, peer-to-peer communities, Performance Management
The 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 who...
by Dr. Natalie | Jul 12, 2016 | Analytics of Everything, B2B Customer Success Management, CEO, CFO, CIO, CMO, CRM, Customer Experience, customer experience maturity, Customer Service, Customer Success Management, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Innovation, Internet of Things, IOT, Leadership, Organizational Change Management, ROI of Organizational Change Management, Technology
Obviously 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...
