For many years, I traveled internationally about 250 days a year, living out of various suitcases. My luggage was central to my universe. When your itinerary...
For many years, I traveled internationally about 250 days a year, living out of various suitcases. My luggage was central to my universe. When your itinerary makes many stops to different cities and countries, the return trip home without your favorite luggage by your side can be a living hell. That’s exactly what happened to me and I used social media as a weapon when I went to war against one of my favorite brands. Here’s my story. During some downtime at home, I took my...
For many years, I traveled internationally about 250 days a year, living out of various suitcases. My luggage was central to my universe. When your itinerary makes many stops to different cities and...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact remains that most businesses today struggle to get even a fraction of that view. This inability to unlock the full potential of data deters many businesses from gaining a complete understanding of their customers. In too many organizations, customer data is trapped inside departmental silos. Each group has its own systems...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact remains that most businesses today struggle to...
A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital...
A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital customer touch points that help to determine how that journey ends. It’s a sound concept to understand the customer journey and the tipping point that leads to a purchase, engaging them at the right moment to complete the purchase. Sometimes that touchpoint is so obvious it’s often overlooked – for years. Let’s take for...
A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital customer touch points that help to determine...
I left Chicago for a mundane, less colorful suburban town in order to have more space to grow a family. It wasn’t done without resistance. For I had never been...
I left Chicago for a mundane, less colorful suburban town in order to have more space to grow a family. It wasn’t done without resistance. For I had never been sure if I was the sort of person that could be ‘suburban.’ The months that followed were challenging and I realized that I longed for something, but was unaware on how to find that elusive thing I sought. Looking back, I realize that I was simply longing for another connection, and I soon gained one. That connection...
I left Chicago for a mundane, less colorful suburban town in order to have more space to grow a family. It wasn’t done without resistance. For I had never been sure if I was the sort of person that...
It’s already clear that the customer controls most everything in your organization. We are all becoming more customer-centric each day and we’re beginning to...
It’s already clear that the customer controls most everything in your organization. We are all becoming more customer-centric each day and we’re beginning to develop CX strategies to make sure it stays that way. But, defining what area of the buying cycle you want to invest in can be challenging. Customer acquisition & customer retention can both be very effective revenue streams to grow your organization, so which one should we focus on? Acquisition Now, we all know that...
It’s already clear that the customer controls most everything in your organization. We are all becoming more customer-centric each day and we’re beginning to develop CX strategies to make sure...
By Carrie Leader, Principal Product Manager, Oracle There is a stark dichotomy between the growth of loyalty programs and the steep decline of customer loyalty...
By Carrie Leader, Principal Product Manager, Oracle There is a stark dichotomy between the growth of loyalty programs and the steep decline of customer loyalty itself. Give many retailers credit for trying but they continue to struggle to differentiate on merchandising, pricing and promotions, and store design. As Forrester points out, “customer relationships are now the only remaining source of competitive advantage, which makes earning customer loyalty mission-critical in...
By Carrie Leader, Principal Product Manager, Oracle There is a stark dichotomy between the growth of loyalty programs and the steep decline of customer loyalty itself. Give many retailers credit for...
Interactive Voice Response (IVR) systems were initially introduced as a cost savings measure. The voices were robotic, artificial, difficult to understand and...
Interactive Voice Response (IVR) systems were initially introduced as a cost savings measure. The voices were robotic, artificial, difficult to understand and often resulted in poor customer satisfaction. Modern IVR systems have evolved dramatically. When used properly, they can be an effective tool for developing an omnichannel customer experience. 1) Call Deflection to Text-Based System Call deflection may initially sound like call avoidance. But, when coupled with a...
Interactive Voice Response (IVR) systems were initially introduced as a cost savings measure. The voices were robotic, artificial, difficult to understand and often resulted in poor...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are realizing that their biggest hurdle isn't the customer experience (CX) - it's the agent experience. So what's holding companies back from providing an effortless agent experience? At Pier 1, where I manage the Customer Relations department, we faced a number of challenges. After re-launching our e-commerce site six years ago,...
The effortless customer experience has been the guiding mantra in customer service for the last decade. Yet, to meet rising expectations, companies are realizing that their biggest hurdle isn't the...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous catch and release of beautiful rainbow trout. As every angler will claim, “I caught a big one!” I did, and a lot of them. I learned that these fish are anadromous, migrating from the ocean to breed in fresh water, making them highly adaptable to changing conditions. My challenge was to read the myriad of data accurately...
Wading in the riverbanks of Bariloche, Patagonia Argentina, I had my first fly fishing experience. It ranged from several hours of nothingness, to continuous catch and release of beautiful...
