Trends & Concepts

A company like me: Beyond customer-centric to customer-engaged

A company like me: Beyond customer-centric to customer-engaged

Being a “company like me” takes more than simple customer-centric actions, it takes customer-engaged behavior at the level of the company’s DNA. Here are the characteristics of a customer-engaged company. Embed them into your business’ genetic makeup.

Frank D'Souza: We're now experiencing the biggest shift since the Internet

Frank D’Souza: We’re now experiencing the biggest shift since the Internet

  It’s always more fun to be the disruptor than the disrupted in markets where innovation is the key differentiator and commoditization the curse. The world of technology is a constant challenge as programming languages become commonplace, processes increasingly standardized and automated, and global service delivery efficiency a bread-and-butter offering. How can you continue to grow at a […]

Research Project: Customer Service Going Forward – Please Help

Research Project: Customer Service Going Forward – Please Help

It’s that time again – time to give me your ideas and plans for Customer Service, in exchange for a consolidated view of the market. This is my sixth year doing this research project on adoption and trends for customer service and this is the most exciting so far.  We are entering the era of […]

Japan: The Land of Rising Automation

Japan: The Land of Rising Automation

  And back to our emerging coverage of Asia/Pacific… where people tend to focus on China, India and Australia. However, the Japanese IT services market is larger than these three markets combined – and is growing. So, let’s have our Asia/Pacific research lead, Andrew Milroy, discuss some of the important – and unique – aspects […]