by Dr. Natalie | Mar 3, 2016 | Analytics of Everything, CIO, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Disruption, digital transformation, Dr. Natalie's Blog, Innovation, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Technology
Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact...
by Dr. Natalie | Feb 28, 2016 | Analytics of Everything, Big Data, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Employee Collaboration Affects Customer Experience, In the News, Innovation, Leadership, Organizational Change Management, Performance Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Social Media Gaming and Gamification
Why is this announcement so important? Verint® Systems Inc. announced substantial enhancements to its Verint Workforce Optimization™ software designed to help contact center, back-office and branch operations better manage the performance of employees and...
by Dr. Natalie | Feb 24, 2016 | Customer Experience, Customer Service, Dr. Natalie's Blog, Internet, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media, Social CRM, Social Media Monitoring, Social Mobile, Social Networks, Social PR, Marketing and Advertising, Social Selling
Old Marketing Funnel Days: In the days before social media, marketers would target key customers and go through an awareness, desire, interest and then action (buying) process; essentially the old marketing function. The marketer would start with a large number of...
by Dr. Natalie | Feb 22, 2016 | Analytics of Everything, Big Data, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Innovation, Internet of Analytics, Internet of Things, Mobile Apps, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media, Social Analytics, Social Mobile, The Customer Experience of Privacy
Cloud-Based Customer Service and Customer Experience. Verint® Systems Inc. announced its acquisition of Contact Solutions, a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions advances the Verint Customer Engagement...
by Dr. Natalie | Feb 21, 2016 | Analytics of Everything, B2B Customer Success Management, Big Data, CEO, CFO, Chief Revenue Officer, CIO, CMO, Conferences, CRM, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Disruption, digital transformation, Dr. Natalie's Blog, ecommerce, Employee Collaboration Affects Customer Experience, EU privacy law, Events, Innovation, Internet of Analytics, Internet of Things, IOT, Leadership, Marketing Automation, Marketing Optimization, Marketing Software, Mobile Apps, Mobile Commerce, Online Communities, Organizational Change Management, Owned Communities, peer-to-peer communities, PPI, privacy, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social Commerce, Social CRM, Social Good, Social Innovation, Social Media Compliance, Social Media Gaming and Gamification, Social Media Monitoring, Social Mobile, Social Networks, Social PR, Marketing and Advertising, Social Selling, storytelling, SuperNova Awards, Systems Integrators
The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to...
by Dr. Natalie | Feb 17, 2016 | CEO, CFO, Chief Revenue Officer, CIO, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, Dr. Natalie's Blog, Innovation, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded paradigm. In fact, executives have long thought of customer service or customer care as a cost...
