Just when we thought we had a firm grasp on customerexperience and were well on our way to getting it right, a new movement isgrabbing our collective attention....
Just when we thought we had a firm grasp on customerexperience and were well on our way to getting it right, a new movement isgrabbing our collective attention. Digital transformation is coming up in moreconversations with customer service executives as they work to modernize theiroperations and change as fast as or faster than their customers do. The best way to think about digital transformation is tounderstand that it is more of a mindset than an initiative....
Just when we thought we had a firm grasp on customerexperience and were well on our way to getting it right, a new movement isgrabbing our collective attention. Digital transformation is coming up...
There are a lot of great reasons for new Oracle Commerce customers and legacy ATG / Endeca customers to attend OpenWorld later this month. Oracle Commerce has...
There are a lot of great reasons for new Oracle Commerce customers and legacy ATG / Endeca customers to attend OpenWorld later this month. Oracle Commerce has scheduled more than 25 sessions presented by leading customers and implementation partners, as well as product management and consulting services. Commerce @ CX Central—Moscone West, Floor 2We know how important it is for attendees to connect with Oracle product experts, implementation partners, and customers with...
There are a lot of great reasons for new Oracle Commerce customers and legacy ATG / Endeca customers to attend OpenWorld later this month. Oracle Commerce has scheduled more than 25 sessions presented...
Want to exchange best practices with fellow customer service professionals but just don't have the time? Take 30 minutes this Thursday, August 28th at 11 am PT...
Want to exchange best practices with fellow customer service professionals but just don't have the time? Take 30 minutes this Thursday, August 28th at 11 am PT / 2 pm ET to listen to Chuck LaDow, Director, Global Customer Support, Eastman Kodak, share lessons learned from his 35 years of experience leading customer service organizations at Kodak, as well as Apple, Dell, HP and D&M Holdings. Chuck was one of the first contact center executives to implement 24/7/365 customer...
Want to exchange best practices with fellow customer service professionals but just don't have the time? Take 30 minutes this Thursday, August 28th at 11 am PT / 2 pm ET to listen to Chuck LaDow,...
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym Almost everyone knows that customers' expectations haverisen....
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym Almost everyone knows that customers' expectations haverisen. But, after listening to two days of presentations at CRM Evolution, Ithink it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companieshave gotten the message and are taking their customer service to a higher level.For those who've been hesitant to 'boldly go where their customer...
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym Almost everyone knows that customers' expectations haverisen. But, after listening to two days of...
There’s been a lot of talk about content and commerce and the role of each in the customer experience. But we think there’s a lot to the story that isn’t being...
There’s been a lot of talk about content and commerce and the role of each in the customer experience. But we think there’s a lot to the story that isn’t being addressed. So, we’ve joined the conversation – and brought a unique perspective. This perspective is what drove our major product release last week, and a new whitepaper on content and commerce environments. It’s no secret that content and commerce have collided. Enabling brand exploration and selling product should...
There’s been a lot of talk about content and commerce and the role of each in the customer experience. But we think there’s a lot to the story that isn’t being addressed. So, we’ve joined...
The next time you’re twiddling dials on your car’s dashboard to get the air to blow in the right direction, and the right song to play on the stereo, while...
The next time you’re twiddling dials on your car’s dashboard to get the air to blow in the right direction, and the right song to play on the stereo, while pulling on the wires to charge your phone and punching in passwords to re-sync your hands-free headset to take a call, consider this… Does having a better dashboard UI in your car improve your driving performance? The Tesla car has one of the most modern and intuitive dashboards in any commercial car today. It is actually...
The next time you’re twiddling dials on your car’s dashboard to get the air to blow in the right direction, and the right song to play on the stereo, while pulling on the wires to charge your phone...
In the case of “What makes the experience” It'sthe age old question… which came first? The chicken? or the egg? There is astrong vote for the chicken (being the...
In the case of “What makes the experience” It'sthe age old question… which came first? The chicken? or the egg? There is astrong vote for the chicken (being the customer), as they squawk the loudest(especially on Social), but within the contact center, there is strong evidencethat it was the egg (being the agent). A Modern Customer Service organization is onethat understands the importance of the Agent Experience as it relates to yourcustomer’s experience. A modern...
In the case of “What makes the experience” It'sthe age old question… which came first? The chicken? or the egg? There is astrong vote for the chicken (being the customer), as they squawk the...
Once there was a timewhen the question “What’s on TV?” wasjust as easy to ask, as it was to answer. There just wasn't much on – it couldbe printed on one page...
Once there was a timewhen the question “What’s on TV?” wasjust as easy to ask, as it was to answer. There just wasn't much on – it couldbe printed on one page of newspaper! Now try asking that question today? It’sno longer simple – “Do you mean on Apple TV, WebTV, Google TV, Hulu, Cable, OnDemand…?”And by the time you figure out what’s on and what you want to watch,the show is over. This complexity ofchoice from what we do and how we do it manifests itself not only in...
Once there was a timewhen the question “What’s on TV?” wasjust as easy to ask, as it was to answer. There just wasn't much on – it couldbe printed on one page of newspaper! Now try asking that...
A personalized customer experience is already beginningto overtake price and product as the key brand differentiator. Going forward,one-size-fits all customer...
A personalized customer experience is already beginningto overtake price and product as the key brand differentiator. Going forward,one-size-fits all customer service won't suffice, as consumers growincreasingly impatient with inconsistencies and inefficiencies that don't servetheir individual needs.1 However, only 25%2 of organizations canprovide highly personalized service. Even fewer can ensure that service complieswith policy rules and regulations. Compliance is critical...
A personalized customer experience is already beginningto overtake price and product as the key brand differentiator. Going forward,one-size-fits all customer service won't suffice, as consumers...
