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DX is the New CX- Why Customer Experience Isn’t Up to Snuff

DX is the New CX- Why Customer Experience Isn’t Up to Snuff

TweetHaving been a long-term customer experience advocate and studied the field, I as many others, have noticed that while companies are saying that customer experience is a key differentiator, that it’s at the top of their priority list of business initiatives,...
What You Don’t Know About Millennials Will Hurt Your Bottom-line

What You Don’t Know About Millennials Will Hurt Your Bottom-line

TweetThis 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...
Where I am Speaking This Fall! Come Say Hello!

Where I am Speaking This Fall! Come Say Hello!

TweetIt’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:...
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,...
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,...

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