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Customer Engagement Optimization Vs. a £2,500 Michael Bublé Album

The following video blog is based on a true story. Watch as KANA’s Head of Worldwide Product Strategy, David Moody, talks about how Coolhaven, a fictitious mobile telephone company, proactively resolved a customer issue expressed on Twitter relating to the purchase of a Michael Bublé album for an unexpected amount of £2,500! The true story on […]

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How to Understand Tomorrow’s Customer Today, Part 3

Previously, I discussed some key trends that ThinkJar principal analyst, Esteban Kolsky, highlighted in his latest report. So, what do these trends mean for the customer service industry overall and your organization specifically? While the rush into social has reached a plateau, the rise of digital channels (email, live chat and similar) continues with nearly […]

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How to Understand Tomorrow’s Customer Today, Part 2

ThinkJar principal analyst, Esteban Kolsky, discovered some interesting trends among customer service organizations in his latest report. In this post, I will be looking at three of them. Social customer service subsiding Social media hit the business world like a tornado, with just about everyone experimenting with some form of social engagement. However, this year, […]

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How to Understand Tomorrow’s Customer Today

Wouldn’t it be great to have a crystal ball that would allow us to predict customer behavior? Unfortunately, as far as I know, no such device currently exists. So for those that lack any mystical powers, like me, I recommend asking question after question, constantly and consistently, to consumers, analysts, businesses and customers—anyone who can […]

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Top 5 Predictions for Public Sector Customer Service in 2014

It’s time for my Top 5 predictions for public sector customer service in 2014. Enjoy! 1. The public sector will adopt customer-centric user models for their digital user interfaces When people look for information on the Web today, they use a search engine that has a single input field intuitively inviting them to enter the details […]

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“Digital First” strategies enabled by LAGAN Enterprise 14R1

Released on January 14, this major new release - LAGAN Enterprise 14R1 - enables you, the Public Sector, to fully unlock the economic value that can be derived from your “digital first” strategies by: Increasing the services available for digital consumption through the release of a portal that provides secure access to customer data and transactional services Enabling […]

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Learnings from the #channelshiftcamp unconference 2013

This being my first “unconference,” I wasn’t entirely sure what to expect from the 2013 Local Government #channelshiftcamp event organized by the Public Sector Customer Services Forum (PSCSF). Hosted by Derby City Council and held in its impressive new council offices, the event kicked off with some of the attendees (including myself) pitching channel shift ideas for […]

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Explosion of digital strategies in public sector risks alienating customer

Public sector organisations must avoid digital-only strategies as these risk alienating the customer, writes the Head of Worldwide Product Strategy at KANA Software. This time last year Francis Maude, the Cabinet Minister said: “Britain is in a global race and that’s why we need to have modern, efficient, digital-by-default public services that are fit for […]

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Daniel Smiley’s Diary – July 2013

July 13th.  Just back from holidays.  Got the tan I wanted…  result!  Airline was great.  It’s online booking process worked like a charm after all.  That email reminder I got back in June with the flight details was timely too – I got the departure day mixed up!  Really positive vibe on both flights, too. […]

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The case for a ‘digital first’ framework

It’s very easy to put some transactional services onto the web, but that doesn’t mean you’ll get the efficiency savings you need. Despite most (if not all) public sector organizations having already put their services online, many would privately feel that they have stalled in their online initiatives, despite having some initial success, and need to make more efficiency savings. I believe […]

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