Recently, a Harvard Business Review article suggested that the downfall of Tesco, a UK based grocery giant, was in part due to an over-reliance on data-driven marketing practices. To be blunt, this idea is just wrong.
This year’s Salesforce user event in San Francisco had 140,000 registrants – signaling that Dreamforce is no longer just a user event for Salesforce.com customers, but an industry event.
Happy National Customer Service Week! In honor of this week dedicated to delighting customers and improving customer experience, I wanted to highlight recent Aberdeen Group research reports on the topic.
The customer experience management (CEM) and contact center space is one that is rich with concepts used to refer to different ways of managing buyer / seller interactions. However, with this wealth of terms and concepts, it’s very easy for practitioners to get confused about how (and if) these terms differ from one another.
Omer Minkara attended Connect 2014, the user event of KANA, a Verint Company. Here’s what he heard.
Among other things, one can say that the ROI of CEM is reflected by the cost of what happens when companies don’t satisfy their customers.
If one thing is clear from my research, the adoption of cloud-based contact centers is growing in the customer experience world.
In this post, we’ll look at examples where good service, and the ensuing positive customer experience, had a positive outcome, and also explore how a negative customer experience can have far reaching consequences.
Do you have a multi-channel or an omni-channel customer engagement strategy? Do you know the differences between the two?
Much of our research on CEM covers what happens when businesses get tactics like personalization right, but what happens when personalization goes wrong?