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ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

TweetThe 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...
Genesys Acquires Interactive Intelligence- Good Move for Both Companies

Genesys Acquires Interactive Intelligence- Good Move for Both Companies

TweetGenesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. (www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for  communications and collaboration,...
Dr. Natalie’s Research Agenda and Published Research

Dr. Natalie’s Research Agenda and Published Research

TweetIf you are wondering what I have been up to lately, I thought I would put all the research I have published  into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT,...
I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

TweetI’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...
From The Field: Oracle CX Conference 2016 Report

From The Field: Oracle CX Conference 2016 Report

TweetWhat 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,...
How GM Uses Social Media to Listen and Engage Customers

How GM Uses Social Media to Listen and Engage Customers

TweetHaving 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...

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