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 12, 2016 | CIO, Contact Centers, CRM, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Facebook, Innovation, Leadership, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media
What’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Salesforce for Messenger will enable companies to leverage...
by Dr. Natalie | Apr 7, 2016 | CEO, Chief Revenue Officer, CIO, Contact Centers, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience
It’s just not true. Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following...
by Dr. Natalie | Apr 6, 2016 | Chief Revenue Officer, Contact Centers, Customer Experience, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
Want to know a paradigm that has always been false, but many people believe it? Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now...
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 –...
by Dr. Natalie | Mar 7, 2016 | CEO, CFO, Chief Revenue Officer, CIO, Contact Centers, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Leadership, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media
Customers are More Difficult to Serve Than Ever. Is Your Brand Ready? Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move...
