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The Operationalization of Customer Service

The Operationalization of Customer Service

By Esteban Kolsky on January 20, 2015

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a … Continue reading The Operationalization of Customer Service →

Posted in Featured Posts, Trends & Concepts | Tagged Customer, customer service

Is 2015 the Year of the Digital Wallet?

Is 2015 the Year of the Digital Wallet?

By Michael Fauscette on December 29, 2014

2014 will go down as the year of the major corporate hack. It happened in retail, in banking, in entertainment, in government and probably in many other places that never went public. Personally I have had new debit cards issued three times this past year, all because of a retail hack. Everytime it happens I […]

Posted in Featured Posts, Technology / Software | Tagged Apple Pay, commerce, Customer, CX, digital wallet, experience, google, MCX, online, pay, PayPal, store, Wallet

Transforming Data Into Action - Part Two

Transforming Data Into Action – Part Two

By Michael Fauscette on December 2, 2014

In part one of this series we looked at big data and transforming it into smart data, or data that is contextual, relevant and delivered to the right people / person at the right time. One of the other interesting and growing use cases in the business use of data is something called small data. […]

Posted in Featured Posts, Technology / Software | Tagged Apache Hadoop, Beowulf cluster, Big Data, CRM, Customer, Customer Experience, CX, data, data2action, decision systems, Distributed computing, enterprise, mapreduce, marketing, Open source, sales, sense and respond, small data, smart data, socbiz, supercomputer

Social Business and Digital Strategy

Social Business and Digital Strategy

By Michael Fauscette on November 12, 2014

Social business, collaboration, community and content, is there real business value tucked away in those words? Digital transformation, digital strategy and digital disruption, are businesses really feeling the pressure to do somethings differently and by changing can they be more competitive, grow faster and be more successful? What’s different today that would help businesses unlock […]

Posted in Featured Posts, Trends & Concepts | Tagged collaboration, Community, content, Customer, CX, digital, employee, ESN, internet, networks, socbiz, Social, strategy, transformation, work, Workforce

Why is Good Customer Service So Difficult?

Why is Good Customer Service So Difficult?

By Michael Fauscette on October 20, 2014

This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]

Posted in Business, Featured Posts | Tagged Business, CRM, Culture, Customer, customer service, CX, ESN, experience, internet, socbiz, Social, systems | 1 Response

Is Collaboration Part of Your Customer Experience Strategy?

Is Collaboration Part of Your Customer Experience Strategy?

By Michael Fauscette on August 26, 2014

The conversation about customer experience as a business strategy continues to get lot’s of attention as companies struggle to figure out how to do business in a changing, consumer driven marketplace. A lot of these conversation have focused on the outward facing issues, changing marketing and sales or executing customer service in a new or […]

Posted in Featured Posts, Trends & Concepts | Tagged change, collaboration, CRM, Customer, CX, employees, ESN, experience, socbiz, Social | 2 Responses

Engagement or Experience?

Engagement or Experience?

By Michael Fauscette on August 6, 2014

This may sound a bit like a rant, and I suppose it is really, but I’m tired of having this conversation so thought it would be easier to just point to a post. It’s semantics but being clear on what…

Posted in Featured Posts, Trends & Concepts | Tagged Customer, CX, employee, engagement, experience, future of work, Productivity, Social, technology

What are the Biggest Benefits of Mobile Enterprise Applications?

What are the Biggest Benefits of Mobile Enterprise Applications?

By Michael Fauscette on May 7, 2014

Mobile technology is playing a key role in the current change and disruption that many businesses are facing. The fact that we carry such powerful computing devices in our pockets, devices that are always on and always connected to the Internet, has created a growing population of consumers and employees that shop, interact and work […]

Posted in Featured Posts, Technology / Software | Tagged applications, Customer, CX, device, employee, experience, mea, mobile, mobile enterprise applications, Productivity, Technology / Software | 1 Response

Marketing in 2014 - Part Two

Marketing in 2014 – Part Two

By Michael Fauscette on April 3, 2014

In Part One of this series I listed 6 issues that are causing disruption and change in marketing. In this post let’s focus on inbound marketing and the shift to a more content marketing focus and away from outbound or broadcast marketing tactics. This fundamental shift is often the underlying issue with most of the […]

Posted in Business, Featured Posts | Tagged change, CRM, Culture, Customer, CX, getsatisfaction, inbound, linkedin, marketing, outbound, SCRM, socbiz, Social, Social Media, technology

Marketing in 2014 - Part One

Marketing in 2014 – Part One

By Michael Fauscette on March 13, 2014

The entire business world is dealing with a lot of change, and it’s being felt across all organizations and departments. The Internet and the four technology pillars (social, mobile, cloud and big data/analytics) are driving all sorts of new technologies and new processes and activities related to those new technologies. This is all good, challenging, […]

Posted in Business, Featured Posts | Tagged automation, change, CRM, Customer, CX, employee, expectations, inbound, marketing, outbound, socbiz, technology | 1 Response

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