Blog tagged as Customer Experience Management

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...

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...

A few weeks ago Domino’s Pizza announced that they introduced conversational AI capabilities in their ordering process to enhance the customer experience. DRU Assist, a Virtual Assistant that is powered by Nuance Technology’s Nina Intelligent Virtual Assistant technology. Of course that caught my in...

In his recent very readable article ‘iCXM Comes of Age – Using AI to Know, Engage, and Server Your Customers Better’, CustomerThink.com founder and chief editor Bob Thompson explored how Artificial Intelligence can improve Customer Experience Management – and with extending CXM to iCXM created a new...

Finally, the much-anticipated Forrester Wave on CRM Suites for Mid-Sized Businesses Q4/2016 has been published by Kate Leggett and her team at Forrester Research. Besides the usual suspects Oracle, Microsoft, Salesforce, and SAP it covers 7 more vendors that fulfil Forrester’s definition of a CRM su...