COLORADO SPRINGS, COLO. — Customer service may seem like a never-ending process -- but that's not necessarily a bad thing. In the morning keynote at the RightNow Summit 2008 here yesterday, one ...
For many organizations, each business unit has its own separate customer record, which makes it difficult to support and service customers. I was listening to a presentation by the former head of ...
The FINANCIAL — Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave ...
Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave today, Gartner ...
Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...
Nathan Eddy works as an independent filmmaker and journalist based in Berlin, specializing in architecture, business technology and healthcare IT. He is a graduate of Northwestern University’s Medill ...
BOSTON--(BUSINESS WIRE)--Kitewheel, the leading solution provider for customer journey orchestration and analytics, today announced its new Journey as a Service (JaaS) offering, an expansion of its ...
When it comes to the customer journey, service is both the Achilles heel and an overdue opportunity to deliver new experiences and value. Over the years, executives viewed service less as a touchpoint ...
Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within ...
Two moments in customer service deserve particular attention: the beginning and the ending of your interaction with the customer, what the Ritz-Carlton Hotel Company endearingly calls the “warm ...
As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...
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