If you are not on the edge, you are taking up too much room!
AI Brings the End of the Dead-End Customer Service Agent’s Job
Who interacts with customers more than anyone else in your company? Your...
The AI Customer Service Revolution Is Benefiting Agents and Customers
When you need help, you need help. Whether it’s resetting a password,...
If you are not on the edge, you are taking up too much room!
AI Brings the End of the Dead-End Customer Service Agent’s Job
Who interacts with customers more than anyone else in your company? Your...
The AI Customer Service Revolution Is Benefiting Agents and Customers
When you need help, you need help. Whether it’s resetting a password,...
Guest Post: Increase Your Social Media Engagement with These Proven Strategies
There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online. Nowadays, almost every...
Facebook’s Artificial Intelligence Has The Ability to Search Photos by Content
The term artificial intelligence was coined 60 year ago. But now its starting to deliver. Lumos's computer vision platform was initially used to improve the experience for visually impaired members of the Facebook community. Lumos is now powering image content search...
The Smart Home Race: Who Will Win?
Here are three main smart home contenders: Apple’s HomeKit Amazon’s Echo, Tap and Dot and Google's Home. The main issues? Consumer confusion, which adoption follows. There is, unfortunately, technological fragmentation within the connected home ecosystem. Currently,...
Digital Disruption is Gonna Get You Unless You Prepare Your Brand Now
Disruption surrounds the marketplace. As companies face disruption in their industry, the race to stay ahead of or beat the competition is quickening. Software is one of the ways companies competitively automate, manage and analyze business processes, data and content...
What’s a Key Part of a Digital Transformation? Digital Workflow
As companies take on digital transformation for real, they need to consider the people (their skills and backgrounds), the processes (has the brand made them digital or they still doing things on spreadsheets?) and the technology (to enable the company to be more...
AMAZON: Virtual ‘Dash’ Buttons for One-click Buying From the Homepage
How could it be easier to order from Amazon? Amazon just launched One-Click buying by adding dash buttons to its homepage and mobile applications. The dash buttons help Amazon Prime customers order their most frequently used items more easily. Amazon Dash buttons...
Has The Age of George Jetson IoT Time Come? Alex Was the Star of CES
Alexa Voice Service (AVS) is the software that allows owners to control compatible devices with their voice. From the various reports it was estimated there were 700–1,100 Alexa-controllable products at CES. And the Amazon / Alexa logo was everywhere at CES. Is the...
Atlassian acquires Trello for $425M: Will It Remain Free?
As most acquisitions start out with the “ideal” that the product will remain pristine and nothing will change – it will be interesting to see if the acquisition of Trello by Atlassian will be the norm or the exception. From a business point of view Atlassian paid...
Facebook Video Ads: What’s the ROI?
With the variety of common products available, often customers want to learn how a product or service works before purchasing. With more and more buyers using mobile devices to shop, 4 out of 5 shoppers say a video showing how a product or service works is important...
Guest Post: 5 Tech Solutions That Will Help You Exceed Customer Expectations
In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience. Exceeding customer expectations creates...
Guest Post: Prospering in the E-Commerce Market
There are many e-commerce stores popping up right, left and center. The online market is like “Perfect Competition” described in economic studies; in perfect competition, there are no barriers toand exit and no single player can influence price. It is very easy to...
Women In Technology: Study Show Whether It Has Improved in 2016
Using data from NCWIT, Anita Borg Institute and Deloitte, the report evaluates whether there have been any improvements for women in tech in 2016 and what this means going forward. They also look at the context behind the numbers, examining the opportunities for women...
Guest Post: How to Manage Your Remote Customer Service Team
The internet has made it possible for businesses to sell to anyone, anywhere in the world – yet at the same time, the internet has shifted power to consumers as they can get information on any product or service from multiple vendors and compare prices. In order to...
Amazon Go – A Retailer Using AI, ML and Vision Technology
The idea of Amazon Go is to weave into the shopping experience the capabilities of deep learning algorithms, Artificial Intelligence (AI), Machine Learning (ML) and sensor vision. A practical application of AI and ML is Amazon Go via advanced shopping experiences. The...
Oracle Service Cloud Announces New Releases
Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Included in he release is a new...
Genesys & Interactive Intelligence Acquisition Is Complete
Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The idea is that the addition of Interactive Intelligence will enable Genesys to accelerate its mission of powering the best customer experiences in more...
Jacada Announces Private Equity Investment
Jacada Ltd. (OTCQB: JCDAF), a global provider of customer experience technology designed to simplify the interaction between businesses and their customers, announces that Israel Growth Partners (IGP), a Private Equity investment. Jacada's visual IVR is a key asset to...
Guest Post: Marketing To Individuals Online
For many companies who function predominantly online, face to face interactions with customers and clients seldom happen. Personal relationships are difficult to build when the individuals that your company targets are a demographic statistic rather a specific person...
Video Advertising: Key to Getting Customers Attention As Ad Blocking is Increasing
Searches for Influencer Marketing have grown 5x in 2015 according to a study from Google Trends from January 2016. Nearly 40% of Millennials are using ad block applications and their use is growing fast according to a study by PageFair & Adobe. So how does a...
Constellation ShortList™ Social / Digital Media Listening / Monitoring/ Engagement Platforms
Constellation Research is launching a new program, and I’m happy to share the Constellation ShortList™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. The program offers buyers of technology a list of offerings to consider in their pursuit of...
Congratulations to the Constellation Super Nova Award Winners in Customer Experience!
The reason we at Constellation Research created the SuperNova Awards is because we know advancing the adoption of disruptive technology is not easy. Technology adoption faces resistance from budget constraints, hurdles to adoption, and myopia. All the finalists here...
Constellation ShortList™ for Field Service Management
Constellation has announced the Constellation ShortList vendors in Field Service Management which provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. Field service...
Constellation ShortList™ Customer Service and Contact Center Software
Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider...
Constellation ShortList™ for Customer Experience (CX) Services: Global
The Customer Experience (CX) Services Global List acknowledges leaders in driving customer experience excellence in organizations. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products...
Constellation ShortList™ for Digital Performance Management
Digital Performance Management provides companies with the analytics to determine if their customer experience is optimized. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included...