What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some very distinct answers.
Let’s start with them, before I dive deeper into that topic with Praval Singh, VP Marketing for Customer Experience at Zoho, who – naturally – ...
As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their success. In a next instance of these customer interviews, I had the opportunity to talk with Melissa Gordon, Executive Vice President, Enterprise Solution...
On February 7 and 8 2024, Zoho held its annual ZohoDay conference, along with a pre-conference get together and an optional visit to SpacX’s not-too-far-away Starbase. Our guide, who went by Chief, and is probably best described as a SpaceX-paparazzi was full of facts and anecdotes, which ma...
On January 8, 2024, Zendesk announced the acquisition of Klaus, “the industry leading AI-powered quality management platform”.
With AI driving a rapid increase in customer service interactions it is necessary for customer service teams to become more efficient while maintaining their quality ...
It is this time of the year. Everybody (and their dog), has some predictions for 2024. As you can guess, reading this, I am participating in this game.
Last year, I published three humble wishes to better the industry – and I am sad to say, that my three wishes stay wishes also in 2024. I’d say that ...
