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The Emergence of Mobile Customer Service

The Emergence of Mobile Customer Service

By Esteban Kolsky on January 13, 2015

Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, A Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings […]

Posted in Featured Posts, Trends & Concepts | Tagged 24/7 Customer, channel adoption, customer service, mobile app, Mobile Customer Service

Why The Third Generation Of Enterprise Mobile Is Designed For Digital Transformation

Why The Third Generation Of Enterprise Mobile Is Designed For Digital Transformation

By R "Ray" Wang on December 8, 2014

Mobile Is The Main Entry Point For Digital Transformation Mobile initiatives provide an entry point into digital.  Mobile first is more than a mantra.  Why?  By applying design thinking to solving specific and purposeful tasks and processes, organizations can rethink the digital journey with mobile projects.  More importantly, mobile enables organizations to break the silos.

Posted in Featured Posts, Technology / Software | Tagged Android (operating system), data visualization, design, iOS, mobile app, usability, User Experience, user interface, User interface design | 2 Responses

Mobile-first vs Mobile-Only: Additional Thoughts on Mobile Enterprise Applications

Mobile-first vs Mobile-Only: Additional Thoughts on Mobile Enterprise Applications

By Evangelos Simoudis on January 8, 2014

In a previous post I discussed how the adoption of mobile devices by customers, employees and partners, as well as the desire of these constituencies for a mobile-like experience even in their desktop devices, is leading to the emergence of mobile as the next enterprise software platform and causing enterprises to accelerate their mobile application […]

Posted in Featured Posts, Technology / Software | Tagged enterprise software, mobile, mobile app, Mobile device | 4 Responses

Image credit: AGBeat

Future of CRM: Next Gen CRM does not look like CRM

By Anshu Sharma on October 10, 2013

Since leaving Salesforce after five and a half years, I am often asked by entrepreneurs and venture investors what the next generation of CRM looks like.  Or the billion-dollar question: Who will disrupt Salesforce.com?I have seen well written articles about the future of CRM like this post but I don’t view the world of CRM through this […]

Posted in Featured Posts, Technology / Software | Tagged airbnb, CRM, customer relationship management, disruption, mobile app, Next Gen CRM, OpenTable, salesforce.com, Trulia, Uber | 8 Responses

The move to "rich" mobile apps

The move to “rich” mobile apps

By Vinnie Mirchandani on September 19, 2013

Many enterprise vendors and customers view mobile UI as just another more convenient portal to their back end processes. A growing number of companies are, however, building “rich” mobile apps to get more face time with their customers and even using their apps to reengineer their processes to delight their customers. Here are some examples […]

Posted in Featured Posts, Technology / Software | Tagged iPad, iPhone, mobile app, user interface | 2 Responses

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