I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to pepper in the...
I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to pepper in the latest buzzwords to get my point across. But I realized that during that same period, I had personally engaged with some companies that I’m somewhat loyal to, and experienced different levels of satisfaction. One company I deal with on a monthly basis called me about a great deal for high speed Internet. They bundled in...
I’ve a read a lot about customer service over the past month to try and better explain where service is heading. My natural inclination was to pepper in the latest buzzwords to get my point across....
It was Shakespeare who knowingly said, “what’s in a name? that which we call a rose by any other name would smell as sweet.” And while a rose, would certainly...
It was Shakespeare who knowingly said, “what’s in a name? that which we call a rose by any other name would smell as sweet.” And while a rose, would certainly have the same smell no matter what name you’d call it – the truth of the matter is, in the world of business, names carry great weight. And sometimes a name needs to be modified to hold truth to the transition and growth of what it once was to what it is, now. For over two years, Oracle has been developing Engagement...
It was Shakespeare who knowingly said, “what’s in a name? that which we call a rose by any other name would smell as sweet.” And while a rose, would certainly have the same smell no matter what name...
Reinventing your customer experience (CX) strategy doesn’t have to be difficult. Consider the Texas-based manufacturer, AirBorn. AirBorn serves customers across...
Reinventing your customer experience (CX) strategy doesn’t have to be difficult. Consider the Texas-based manufacturer, AirBorn. AirBorn serves customers across a variety of industries, but they’re well known for building and testing innovative, highly reliable spacecraft components for NASA, Raytheon, and Lockheed Martin. Their components helped make the Apollo missions, the Hubble Telescope, and the Mars Rovers possible. Yet, AirBorn’s biggest challenge wasn’t fabricating...
Reinventing your customer experience (CX) strategy doesn’t have to be difficult. Consider the Texas-based manufacturer, AirBorn. AirBorn serves customers across a variety of industries, but they’re...
Many of you have built robust service and sales organizations. Your highly trained service teams stand by to answer any customer questions. Your sales teams...
Many of you have built robust service and sales organizations. Your highly trained service teams stand by to answer any customer questions. Your sales teams are carefully organized by territory and industry to ensure that every customer gets the necessary attention they deserve. Partners are in place. Your marketing campaigns are dialed in and every team works together smoothly like the gears of a Swiss Watch. Sounds great, right? However, the customer only sees the face...
Many of you have built robust service and sales organizations. Your highly trained service teams stand by to answer any customer questions. Your sales teams are carefully organized by territory and...
There is plenty of best practices on how to deliver an outstanding Customer Experience. Your regular CX, CRM and Contact Center blogs, magazines and other...
There is plenty of best practices on how to deliver an outstanding Customer Experience. Your regular CX, CRM and Contact Center blogs, magazines and other publications are loaded with great ideas from the most experienced CX professionals. Industry analysts firms like Gartner and Forrester employ hundreds of smart analysts to advice organizations, and there are industry conferences year-round where you can hear inspiring success stories. But what if you don’t want to deliver...
There is plenty of best practices on how to deliver an outstanding Customer Experience. Your regular CX, CRM and Contact Center blogs, magazines and other publications are loaded with great ideas from...
Once upon a time, assisted service ruled the world. Customers with questions called the contact center where customer service representatives relied on CRM...
Once upon a time, assisted service ruled the world. Customers with questions called the contact center where customer service representatives relied on CRM systems and personal experience to solve the customer’s problem. Oh how things have changed! Today’s customers have an unbridled desire for self-service across almost every industry. This is coupled with an increasing demand for ease. Consumers want to solve their problems by pressing a button. The challenge for an...
Once upon a time, assisted service ruled the world. Customers with questions called the contact center where customer service representatives relied on CRM systems and personal experience to solve the...
Leverage the following tips to immediately improve your CX and ensure customers are always at the center of your business strategy. When you think how consumers...
Leverage the following tips to immediately improve your CX and ensure customers are always at the center of your business strategy. When you think how consumers interact with companies today, it’s almost impossible not to consider the level of accuracy that digital has allowed companies to deliver because of what they already know about customers. In the era of likes, tracked behaviors, targeted ads, and personalized service. Modern companies have fine-tuned engagement into...
Leverage the following tips to immediately improve your CX and ensure customers are always at the center of your business strategy. When you think how consumers interact with companies today, it’s...
Learn four tips from your fellow customers about how to fine-tune your Oracle Service Cloud implementation.
I recently spoke with Jeff Wartgow, Oracle’s Senior Director of Product Management for Fusion CX Strategy. Here is part two of our discussion. Jeff and I...
I recently spoke with Jeff Wartgow, Oracle’s Senior Director of Product Management for Fusion CX Strategy. Here is part two of our discussion. Jeff and I continue to talk about the ways organizations can leverage technology with their service capabilities toward creating great customer experiences. (Click here to read part 1 of our chat) A trendy concept that you’ve discussed is Automation. I’m referring to things like Virtual Assistants, Internet of Things, Augmented...
I recently spoke with Jeff Wartgow, Oracle’s Senior Director of Product Management for Fusion CX Strategy. Here is part two of our discussion. Jeff and I continue to talk about the...
