Earlier this month, KANA and Utilligent delivered a compelling webinar (Lessons learned from Superstorm Sandy) related to the challenges faced by utility organizations during natural disasters. I believe that one of the most important challenges—I think you’ll agree—is how to maintain a consistently good customer experience during and immediately after a disaster until things get back [...]

Firstly thank you to the kind participants that responded to the KANA/ IBM Poll (see infographic in the original post), it provided some very interesting insights into current industry thinking within Financial Services around prioritising customer engagement trends in 2013. Perhaps the result I personally found most surprising was that only 41% of respondents deemed [...]

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 [...]

In our previous discussions from the CCA research, we highlighted the explosion of channels; the way in which your customers communicate with you and how you work to engage your customers. We suggested that channels never really go away, thus, each new channel is an (or a series of) additional costs as well as process [...]

Customer service is a mission critical, strategic, imperative, and it drives customer experience. Your products and services are evaluated every moment of every day. When the ‘evaluation’ is not going so well, the phone rings, email chimes, social networks sing. Brand performance (your brand), loyalty and customer satisfaction are driven by the experiences your customers [...]

I was asked recently to “state the future for Knowledge Management over the next five years”. This got me thinking what, if anything, has changed about the focus and mandate of Knowledge Management (KM). In my perspective, the goals and focus of KM have deepened, not changed. So, to me, the future of KM is [...]

I shop online a lot. In fact, before I wrote this article, I spent a good hour browsing around some of my favorite online shops. It’s research! Although I seem to have no trouble spending more than enough money on these sites, I started thinking about what my ideal online shopping experience would look like. [...]

When I Google “define: brand,” I get the following result: trade name: A type of product manufactured by a company under a particular name Is this definition accurate? Traditional marketers would agree with Google’s definition. These individuals spend lots of time and money developing a name—an image with which to brand their products and services. They [...]

I recently struck up a conversation with some folks in the restaurant business. As we talked about the various aspects of running a restaurant, from the long hours to the impossible-to-satisfy patrons, the owner mentioned that one of the most important things he had learned from his years in the business was about the front [...]

Back in the day, I did a little studying with Gary Becker at the University of Chicago, winner of the Nobel Prize for applying micro-economic theory to criminal behavior. My use of the phrase ‘a little studying’ is precise, because my main lesson learned from this brilliant man was that ultimately economics is advanced math, and [...]