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Multi-Channel vs Omni-Channel Customer Experience: Distinct Value in the...
Do you have a multi-channel or an omni-channel customer engagement strategy? Do you know the differences between the two? It’s not just a “tom-a-to” / “tom-aw-to” situation. Almost every day, I see...
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3 Ways Best-in-Class Contact Centers Delight Customers in the Cloud
If one thing is clear from my research earlier this year, the adoption of cloud contact centers is a growing trend in the customer experience world. Findings from my January study show that 31% of...
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Answering the ROI Question for Customer Experience Management
I see customer experience management (CEM) as a glass of finely aged wine. The topic has been in the marketplace for a long time, but it has only become more enriched with age. This is for a good...
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Misinterpreting Customer Data: Good Data Can’t Save Bad Marketing
Recently, a Harvard Business Review article suggested that the downfall of Tesco, a UK based grocery giant, was in part due to an overreliance on data-driven marketing practices. To be blunt, this idea...
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The Good, the Bad, and the Ugly in Using Customer Data for Marketing
There are good things about collecting customer data – catering to consumer preferences, ensuring relevant communications, anticipating needs in convenient ways. There are challenging things about...
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2005 Called, It Wants Its Marketing Trends Back
What’s helpful and what’s just hype can often be hard to discern, especially for marketing trends. After all, as marketers, you’re constantly looking for the next big thing so you can then,...
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The Voice of the Customer in Branding: A Simple Formula for Success
Branding 101 – make your business what your customers want it or need it to be. In my opinion, it doesn’t get much simpler than that, and in my experience, research consistently shows that businesses...
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Are Your B2B eCommerce Efforts Ready for B2C Best Practices?
A recent Aberdeen study on B2B ecommerce highlighted a vital trend companies must address: the convergence of B2B and B2C ecommerce. Despite the unique nature of their activities, the roadblocks...
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Do Your CEM Activities Have All the ‘In’ Channels of 2015?
Customer needs, wants and behaviors change almost with the blink of an eye in today’s always-on, always-connected world. This means that businesses must regularly reevaluate the channels they use to...
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Airlines Make Note: Customers are Doing Detours for Better Experiences
Businesses operating across a myriad of industries —from retail to manufacturing — are feeling the impact of empowered buyers to varying degrees. The airline industry is among those businesses. With...
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Dreamforce 2015: Focus on Insight-Driven Customer Success
I spent last week at Salesforce.com’s annual user conference: Dreamforce. Similar to years past, the event was massive. Its 150,000 registrants (end-users, technology and service providers, as well as...
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Omni-Channel and the Future of Customer Experience
Observations from G-Force 2015 I spent last week attending G-Force 2015, a conference bringing together Genesys customers, partners, and industry analysts like myself. The event offered numerous...
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Customer Service Trends of 2015 – A Look Back (Part 1)
We’re almost at the end of 2015 and it’s been yet another year of great changes in the customer service space. As is customary, I bring you a two blog posts looking back at the key trends that have...
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Customer Service Trends of 2015 – A Look Back (Part 2)
In our previous blog post, we highlighted how trends such as omni-channel have influenced the activities of customer care executives around the globe in 2015. In this post, we’ll take a look at how...
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Customer Service in 2016: More Channels + More Data = Greater Insight
2016 has begun and that means at least two things for customer care executives. On the one hand, it’s time to look back and analyze what worked and what didn’t in 2015. On the other hand, it’s time to...
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Contact Center in the Cloud: 4 Reasons Companies Invest in Cloud Technology
Findings from Aberdeen’s December 2015 Happy Customers, Stronger Financials: Why Investing in a Cloud Contact Center Makes Sense study shows that four out of ten contact centers today use a cloud-based...
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