Customer Journey Orchestration is one of the hottest topics in the CRM/CEM/CX area right now. And it is a bigger one than you might think. It involves thinking about ecosystems, actors, outcomes, interactions, jobs-to-be-done and much more.
To get into the thick of it, we wanted to talk with someone ...
CRM, in various incarnations, has been around since the 90s. If one counts in contact managers like Goldmine, then we are actually talking about the 80s. Some consider it a strategy, but whether it is or not, is a discussion that has been closed long ago.
Still, there is a lot going on. And I mean a ...
It is time to talk about customer journeys and customer journey orchestration.
Again.
The theme of two of my recent articles has been about customer data. First, in my article Why you don’t want a 360-degree on the customer I rubbed the coveted 360-degree view on the customer, which is utterly meaning...
This post is a guest piece from Richard Rosen, CEO and founder of Fastcall, a Salesforce CTI vendor and one of my clients. I was talking with Rich about customer focus for focused businesses in a crowded market, and our talk drifted into how limits aren’t a bad thing.
Our chat was fun. It was deep. ...
Starting with the concept of blades we went across a number of different topics related to customer experience with our guest Denis Seynhaeve.
Denis is the CEO of 3CLogic, a company that is dedicated to 'pluggable' contact centers in the cloud, helping organizations to provide good customer...
