Today’s businesses are in a difficult situation. Their customers demand more experience and contextually relevant engagements than they are equipped to deliver. This places them on a difficult trail that they need to navigate in order to be and stay successful. Their challenge is that technology doe...
Blog categorized as Blog
Experience requires Engagement - Are Companies Prepared?
05.04.17 9:12 PM - Comment(s)
CRM evolution 2017 - Customer Experience via AI
04.28.17 6:11 PM - Comment(s)
Just on may way back from CRM evolution 2017 it is time for a little recap. The conference, once more chaired by CRM Grandmaster Paul Greenberg, was again co-located with sister conferences Customer Service Experience and Speechtek. Why there is a separate – and smaller – conference for Customer Ser...
The Opposite of United. Customer Experience ... Delivered
04.27.17 2:03 PM - Comment(s)
I just had the pleasure of getting a few family days in the Club Med Bali resort and, being me, working and writing about customer engagement and customer experience, somehow cannot not observe. On top of this, Chef de Village Jeremie Gonzalez and his 280-strong team certainly deliver something that...
eCommerce is Dead! Long live iCommerce!
04.07.17 1:10 PM - Comment(s)
My new column article on how to take advantage of AI and MachineLearning in eCommerce is live on CustomerThink. It gives you background and actionable information, answering pressing questions like 'Where does AI come into the picture'?
Not wanting to spoil, here a little hint: There is far more t...
Content Management Systems - The Secret of Great CustServ
03.31.17 11:37 AM - Comment(s)
Today’s customer service requirements are getting ever more complicated for businesses. Customers encountering problems increasingly rely on self-help. Customers may start looking for solutions by searching on Google, on community sites, or inside a mobile app. A logical starting point depends on th...
