Blog tagged as Customer Experience

The Covid crisis had a profound impact on customer service centers, on sales and marketing processes. Personnel needed to be sent to home offices with infrastructure for this not being really in place. Coordination became more difficult, especially in environments that did not base on trust already ...

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 ...

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...

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...

The CRMKonvos gang had the immense pleasure to chat with Ginger Conlon, CRM Playaz alumna and freshly minted Thought Leadership Director at Genesys.

Throughout her career, Ginger has seen and and gained more than a little marketing experience, looking more at the strategic angle than tactical executi...