Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany……Read more
According to Gartner Research , by 2017, 89% of marketers expect customer experience to be their primary differentiator. Yet, at the end of 2016, only 1% could make that claim if Forrester Research’s……Read more
According to Forrester Research , more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact Centre Benchmarking Report……Read more
It’s frightening how much expectations for customer service have grown over the past few years. With more and more technology at their fingertips (and more amazing consumer experiences being presented……Read more
In recent meetings with executives in Los Angeles and Chicago, we asked if the term digital transformation was a familiar one to them. We also asked if digital transformation was underway at their organization……Read more
Love it or leave it, brands and organizations just can’t shake customer expectations for social customer service, and from Microsoft’s 2016 State of Global Customer Service Report responses……Read more
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous movie……Read more
While many brands and organizations say they are focusing on customer feedback and the Voice of the Customer (VoC), many customers aren’t quite sure that is the case. In Microsoft’s new State……Read more
As customer service and the customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you can……Read more
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference (as well as the Customer Service Experience and SpeechTEK conferences running concurrently……Read more
In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences……Read more
As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester……Read more