Tuesday Jan 07, 2014

Is Customer Experience All About Technology?

Industry influencer Estaban Kolsky undertakes a discussion about the need for and use of technology in a customer experience initiative. This is the final post of a four-part series exploring what it means for an organization to implement a customer experience initiative. Thus far, Kolsky has discussed ownership, people, and processes. In this post, Kolsky poses questions about the assumptions and use of technology. The answers will help organization plan and adopt an improved experience for customers.[Read More]

Wednesday Nov 20, 2013

Are Your Processes Ready for a Customer Experience Initiative?

A Guest Post by Esteban Kolsky, industry influencer (pictured left)

Industry influencer Esteban Kolsky is guiding us through a series of questions and considerations to determine your readiness to implement a customer experience initiative. This four-part series started with who owns the customer experience. The second topic was the cultural (people) aspects of deploying a customer experience initiative. In this post he covers processes. The questions, and answers, from this series should give you sufficient information to launch a customer experience initiative—or at least build a framework towards it. 

[Read More]

Monday Aug 19, 2013

Do You Have The Right Culture for a Customer Experience Initiative?

A Guest Post by Esteban Kolsky, industry influencer (pictured left)

With all the talk about Customer Experience, it seems that every company should be implementing a CX initiative. But Esteban Kolsky, industry influencer, says there are five readiness factors to consider: people, process, technology, measurement, and governance. In this post, he walks us through how to determine if an organization’s people are ready for a CX initiative. The implications are that to deliver customer experience it first takes a collaboration-sensitive organization made up of employees who are focused more on the well being of the customers than on the well being of the organization

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Tuesday Jul 16, 2013

Who's in Charge of the Customer Experience?

A Guest Post by Esteban Kolsky, industry influencer (pictured left)

In the past 20-25 years we have moved away from company-driven interactions where the company determined what happened each time a customer contacted it. Now we are entering the era of customer-driven communications where the customers tell companies what they want, when, and why. The shift is happening mostly due to the availability of communications channels, which customers use to share their knowledge and power. In this post, Esteban Kolsky, industry influencer, (pictured left) explores how customers gained this powerful control and what this pendulum swing means to organizations.

[Read More]
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