By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It...
By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It requires you to be there when customers need you and to create positive, emotional experiences for them. The challenge is even more daunting when attempting to create highly personal, emotional connections at scale. Today’s technology can help by allowing us to better understand customer behavior as well as the needs...
By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It requires you to be there when customers...
In the first installment of our headless blog series, I wrote that making the right choices in your headless strategy could solidify and elevate your customer...
In the first installment of our headless blog series, I wrote that making the right choices in your headless strategy could solidify and elevate your customer experience. I recently sat down with Matt Landau, VP of Software Development at Oracle, to discuss approaches you should be thinking about when it comes to headless commerce. Matt has built industry leading ecommerce platforms for over 20 years including ATG as well as Oracle Commerce Cloud. Today, Matt helps new and...
In the first installment of our headless blog series, I wrote that making the right choices in your headless strategy could solidify and elevate your customer experience. I recently sat down with...
Oracle recently surveyed 477 senior CX executives form across the globe to discuss their firm’s customer experience capabilities and business results. We...
Oracle recently surveyed 477 senior CX executives form across the globe to discuss their firm’s customer experience capabilities and business results. We wanted to understand the correlation between CX performance and the maturation of emerging technologies and validate the extent to which adopters are driving business success. Further, we also wanted to understand what distinguishes the leaders who are aligned with CX best practices. We published these insights in a brand...
Oracle recently surveyed 477 senior CX executives form across the globe to discuss their firm’s customer experience capabilities and business results. We wanted to understand the correlation between...
Thirty three years ago, Mike Cowen was sitting in the bleachers watching his son’s baseball game, when he noticed the diamond didn’t have a scoreboard. In fact,...
Thirty three years ago, Mike Cowen was sitting in the bleachers watching his son’s baseball game, when he noticed the diamond didn’t have a scoreboard. In fact, many of the places where his kids played sports lacked score-keeping devices. As a self-professed data geek, Cowen decided to invent a battery-powered, portable contraption that he could bring along to games. And with that, Sportable Scoreboards was born. From its start in a California garage to today’s 40,000 square...
Thirty three years ago, Mike Cowen was sitting in the bleachers watching his son’s baseball game, when he noticed the diamond didn’t have a scoreboard. In fact, many of the places where his kids...
When the name “Leonardo” is mentioned, most think of paintings such as the Mona Lisa. Or, for those of us born in the 80’s, the Teenage Mutant Ninja Turtle may...
When the name “Leonardo” is mentioned, most think of paintings such as the Mona Lisa. Or, for those of us born in the 80’s, the Teenage Mutant Ninja Turtle may come to mind as well. But, taking hard shelled reptiles and one well-known masterpiece of a painting aside, there has never been a better example of the blending of science and art than in the creations of Leonardo Da Vinci, whose repertoire and accomplishments put most Nobel Prize winners to shame. He’s credited for...
When the name “Leonardo” is mentioned, most think of paintings such as the Mona Lisa. Or, for those of us born in the 80’s, the Teenage Mutant Ninja Turtle may come to mind as well. But, taking hard...
Chat and chat bots are currently all the rage as a key interaction channel with customers. So why don’t more companies leverage them to enable field...
Chat and chat bots are currently all the rage as a key interaction channel with customers. So why don’t more companies leverage them to enable field collaboration? I’ll bet you’ve been serviced online through some sort of chat channel. You browse a website and research an item that you can’t live without. Suddenly, a chat window appears with a virtual or actual agent ready to help you. Chat serves your customers by being a proactive sales application or it can act as a...
Chat and chat bots are currently all the rage as a key interaction channel with customers. So why don’t more companies leverage them to enable field collaboration? I’ll bet you’ve been serviced...
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...
How can your sales reps sell more, sell better, and sell differently in 2019? Let’s explore the business environment and the latest solutions that give sellers...
How can your sales reps sell more, sell better, and sell differently in 2019? Let’s explore the business environment and the latest solutions that give sellers an edge over the competition. B2B buyers’ attitudes are shifting. The vast majority prefer to do independent research to either validate what sales reps are telling them or, to completely bypass interacting with the sales rep altogether. According to an Accenture study, 94% of B2B buyers conduct online research at some...
How can your sales reps sell more, sell better, and sell differently in 2019? Let’s explore the business environment and the latest solutions that give sellers an edge over the competition. B2B...
When scheduling a mobile workforce, companies can encounter various obstacles while trying to get their field resources on site quickly and efficiently. They...
When scheduling a mobile workforce, companies can encounter various obstacles while trying to get their field resources on site quickly and efficiently. They can be hindered by traffic, different driving styles, weather, and inaccurate route information. The resulting delays or cancellations can greatly impact a customer’s experience with your brand. Thanks to cloud-based and mobile technologies, companies can leverage innovations like artificial intelligence (AI), machine...
When scheduling a mobile workforce, companies can encounter various obstacles while trying to get their field resources on site quickly and efficiently. They can be hindered by traffic, different...
