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Author Archive

Employee Desktop—More Relevant Than Ever in Digitally Disruptive Times

Agent Desktop or Employee Desktop applications have been around a long time. They were “born” to support agents in the contact center, which was the original channel (long before we uttered the word “channel”)—superseding the myriad digital channels that came afterward. Because of this, I think all too often organizations can overlook the significance of […]

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Empowering the Next-Gen Customer Advocate

Recent research has highlighted the enormous impact that people in organizations can have on customers. Engaged employees are at the heart of every thriving business and every customer-centric initiative. For all the (welcome and needed) advances in self service over web and mobile, when a customer really needs help—it’s people that make the difference. Just […]

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The Role of People in the Digital World

We’ve all seen it, whether in a restaurant, on a train or bus, or at just about any public location. People are spending time interacting with their smartphone, tablet or other digital device. We live in a digital world where you can access information online whenever and wherever you want. Companies and organizations have adapted […]

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Customer Service Trends for 2015

It’s time to look ahead to see what 2015 has in store for the world of customer service. Here is what I foresee happening this year. Service is the new marketing. This has never been truer than now and will accelerate in 2015. It is critical for an organization to sustainably meet customers’ expectations and […]

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Survey Shows that Organizations are Embracing Customer Engagement Optimization

On a recent flight, I passed the time by reading this year’s thinkJar Channel Adoption and Usage Study in Customer Service report carried out on behalf of KANA® Software, part of Verint. And, it was quite thought-provoking. A key finding for me was the continuing shift of customer experience initiatives from the realm of marketing […]

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Mind the Gap

One of the interesting things about having teenage children is seeing the ease and flexibility with which they embrace and adapt to new technology. (This is not without its challenges but that is another thought for another space ! ). They are quite comfortable not only with new channels and capabilities but also to seamlessly […]

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The CIO Holds the Keys to Outside-In

Providing engaging and satisfying customer experiences across the whole of the customer journey, all channels at all times, has become critical to organizations’ success. Customers’ expectations have rocketed while at the same time their ability to express their dis-satisfaction has exploded with social media and commercial review models. Enterprises need to think and operate in […]

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