Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper...
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper understanding of how customers will consume those products, whether to grow their businesses or enrich their personal lives. "This is the essence of the 'experience economy, '" says Oracle Executive Vice President Rob Tarkoff, who is in charge of Oracle’s CX strategy and development. Unlike the industrial and service...
Attracting customers and keeping them happy requires companies to do more than just churn out new and innovative products. It requires them to build a deeper understanding of how customers...
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...
In short, it is to understand and serve their audiences better. Jennifer Storms, the chief marketing officer for NBC Sports, describes how one of the biggest...
In short, it is to understand and serve their audiences better. Jennifer Storms, the chief marketing officer for NBC Sports, describes how one of the biggest challenges her team faces is how to understand its audiences better in order to engage with them across different platforms. Different audiences and demographics expect different experiences from different channels. A one size fits all approach would not do. Her team had to change the way they create and publish...
In short, it is to understand and serve their audiences better. Jennifer Storms, the chief marketing officer for NBC Sports, describes how one of the biggest challenges her team faces is how to...
DISH Network is on a mission to connect people and things. Over the past 30 years, the Fortune 250 company has chosen to reinvent itself, responding to evolving...
DISH Network is on a mission to connect people and things. Over the past 30 years, the Fortune 250 company has chosen to reinvent itself, responding to evolving consumer expectations in an on-demand economy. By putting its customers first, DISH has disrupted the telecom industry and changed the face of other markets in the process. Historically, we know DISH as a satellite TV company. But, changing consumer preferences and the advent of triple play services (Internet, phone,...
DISH Network is on a mission to connect people and things. Over the past 30 years, the Fortune 250 company has chosen to reinvent itself, responding to evolving consumer expectations in an on-demand...
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...
It’s natural to fight to protect what we work so hard to achieve. But, that battle is exponentially heightened in the business-to-business (B2B) space....
It’s natural to fight to protect what we work so hard to achieve. But, that battle is exponentially heightened in the business-to-business (B2B) space. Acquiring new customers can be such a slow and complex process that it can take several years to build a well-stocked customer base. Yet the real challenge today isn’t acquiring new customers. It’s keeping them. If 80% of any given company’s profit comes from 20% of their best customers, if a handful of customers take their...
It’s natural to fight to protect what we work so hard to achieve. But, that battle is exponentially heightened in the business-to-business (B2B) space. Acquiring new customers can be such a slow and...
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...
By Graham McInnes, Sr. Principal Product manager, Oracle Juniper Networks is committed to making the complex simple, even when that involves working with some...
By Graham McInnes, Sr. Principal Product manager, Oracle Juniper Networks is committed to making the complex simple, even when that involves working with some of the most demanding cloud environments across the globe. For more than 20 years, Juniper Networks has delivered networking products to help their customers improve business, while growing nearly $5 billion in annual revenue. Juniper doesn’t just sell technology; they use technology providers to help deliver an...
By Graham McInnes, Sr. Principal Product manager, Oracle Juniper Networks is committed to making the complex simple, even when that involves working with some of the most demanding cloud...
When I arrived in Albuquerque, it looked like any normal city. From Sunport airport, I turned off the I-25 that cuts right through downtown and I started...
When I arrived in Albuquerque, it looked like any normal city. From Sunport airport, I turned off the I-25 that cuts right through downtown and I started appreciating the adobe walls and the historical Spanish street names. Yet, I couldn’t shake the feeling something was off. And then suddenly it struck me. There was no graffiti. This was the first of many pleasant surprises I had during my visit. I could talk for hours about how nice the people are and how awesome the food...
When I arrived in Albuquerque, it looked like any normal city. From Sunport airport, I turned off the I-25 that cuts right through downtown and I started appreciating the adobe walls and...
