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 4, 2016 | Analytics of Everything, CFO, Conferences, CRM, Crossing the Chasm, Customer Experience, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, ecommerce, Internet, Internet of Things, IOT, Marketing Optimization
After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. Commerce is really where the rubber meets the road. At the end of the day, if the customer...
by Dr. Natalie | Apr 4, 2016 | Chief Revenue Officer, CIO, CMO, Crossing the Chasm, Customer Experience, Customer Service, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Marketing Optimization, Mobile Apps, Mobile Commerce
SOASTA, a leader in performance analytics, announced the Winter 2016 release of its Digital Performance Management (DPM) Platform. The new release introduces a series of enhancements and services to help digital businesses meet the growing demand for the ultimate...
by Dr. Natalie | Mar 11, 2016 | Big Data, Chief Revenue Officer, CIO, Cloud Computing, CMO, Content Marketing, Crossing the Chasm, Customer Experience, Digital Disruption, digital transformation, Dr. Natalie's Blog, ecommerce, Innovation, Internet, Internet of Analytics, Leadership, Marketing Optimization, The Cloud
Capgemini Is Helping Clients to Migrate Application on AWS. Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). As part of its extended cloud services program, which...
by Dr. Natalie | Mar 10, 2016 | Chief Revenue Officer, CIO, CMO, Content Marketing, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Innovation, Internet, Leadership, Marketing Automation, Marketing Optimization, Marketing Software, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Marketing Analytics, ROI of Social Media, Technology
New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution. Actually its not that surprising me –...
