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- Disrupted Not Destroyed by Technology
Music, movies, photography, transportation, communications and publishing are all industries that continue to experience massive disruption brought on by the advent of technology. ITunes made CDs obsolete. Netflix turned Blockbuster into nostalgia. Digital photography created an archaic brand in Kodak...
July 17th, 2015
- Dusting off Customer Data
It seems like organizations have been collecting and analyzing vast amounts of complex customer data for ages – there’s a reason we call it ‘Big Data.’ But thanks to the Internet of Things (IoT) and mobile/digital advances, the amount of customer data has been increasing exponentially. According to a fresh Kinsey Global Institute report, the potential economic impact of IoT could be more than $11 trillion annually by 2025...
July 13th, 2015
- Goldfish, the customer experience and the indeterminate growing conundrum
There is a misunderstanding about goldfish. The urban myth, perpetuated for decades, is that goldfish will only grow as large as the container they find themselves swimming in. Not true it turns out. When properly cared for, goldfish don’t in fact stop growing because unlike humans, they are indeterminate growers; they grow until they die...
July 10th, 2015
- Give Your Customers Their Independence and Earn Their Loyalty in Return
We live in an always-on, hyper-connected world where consumers want it all. They want you to cater to their preferences, expect personalized service and believe you should make doing business with your company absolutely effortless. Customers have become incredibly demanding, right?..
July 1st, 2015
- When *DONOTREPLY* really means *WEDONOTACTUALLYCARE
At age 21, SMS text messaging is finally growing up. Time for big business. Time for business2consumer communication. Finally! But let’s have a closer look at how SMS is predominantly used today...
June 29th, 2015
- Connected Customer Service: Let the Internet of Things Standards War Begin
The battle for competing tech standards goes back centuries. Just ask Thomas Edison and Nikola Tesla who famously and by some reports unscrupulously competed to have their standard for an electric power distribution selected during the early days of commercial and residential wiring. At stake were investment dollars, patent royalties and egos...
May 29th, 2015
- Consumer Engagement in the Self-Service Economy
If prompted, the vast majority of us can all share a personal story about a recent customer service experience. And I’m guessing the vast majority of those stories involve some level of dissatisfaction, lack of resolution and frustration. I know I can...
May 26th, 2015
- Context, Continuity and Convenience in Customer Care
The three C’s of customer care: context, continuity, and convenience. How are these terms related, what do they imply, and why should you care...
February 25th, 2015
- Is Your Contact Center Catering to Millennials?
The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide...
January 23rd, 2015
- Is There a “Wrong” Channel for Customer Engagement?
Recently, Director of Emerging Technologies, Tobias Goebel, detailed how mobile is not a channel, but rather it is a platform that enables multiple methods of communication...
December 12th, 2014
- Get the Facts for a Successful Cloud Contact Center Investment
Our recent Ask a CFO webinar and Q&A touched on many of the economic considerations affecting whether a cloud contact center might be right for your business...
December 10th, 2014
- Got Cloud Questions? Ask a CFO
Is a cloud contact center right for your business? You are thinking that it is probably is – and that the time to make the move is rapidly approaching...
November 24th, 2014
- Cloud Contact Center Economics in the Age of the Digital Consumer
As the traditional and at one time strong competitive advantages of companies become commoditized, the customer experience is emerging...
October 29th, 2014
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