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 8, 2016 | Customer Experience, Customer Service, Customer Success Management, Digital Disruption, digital transformation, Dr. Natalie's Blog
NICE Systems announced that it has received four prestigious Stevie® Awards for Sales & Customer Service. NICE won three Silver Stevie® Awards in the Contact Center Solution New Version category for the following: NICE Engage Platform – The NICE Engage Platform...
by Dr. Natalie | Apr 7, 2016 | Customer Experience, Customer Service, Dr. Natalie's Blog, Technology
Starting something new is exhilarating, daring and, at times, even daunting. People who create know this. Having an idea isn’t the hardest part. Getting that idea off the ground is – building adoption, clarifying value, then scaling that idea to realize its full...
by Dr. Natalie | Apr 7, 2016 | Customer Experience, Customer Service, Customer Success Management, In the News
Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes...
