The Silent Rise of Chat in Customer Service Adoption
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) […]
The Operationalization of Customer Service
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a … Continue reading The Operationalization of Customer Service →
The Emergence of Mobile Customer Service
Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, A Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings […]
The Baffling Advances of Social Customer Service
I shared with you the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company). If you have not read them, you can read the high level entry here. I am today going to start sharing the first of four […]
Trends: 9 Actions to Consider Before 2015 For Digital Transformation
Digital Strategy From The Analysts At Constellation Research Constellation’s year end checklist offers suggestions designed to enable you to take control of your digital strategy in 2015. Consider these actions to ensure you dominate digital disruption in the new year. 1. Matrix Commerce: Scrub your data By Guy Courtin When it comes to Matrix Commerce, […]
Why is Good Customer Service So Difficult?
This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]
Mobile First? Mobile Only? Mobile Also?
The rise of mobile has been fast and furious. With an estimated 6.8 billion subscriptions for almost 7 billion citizens of this world it is nothing short of befuddling. This quick rise of mobile apps, almost like nothing ever seen before, has taken most organizations by surprise. As a result, virtually none of them have […]
Predicting the Future is Hard, Try Anticipating it Instead
With the advent of Big Data and faster and better data processing capabilities we are seeing a surge in predictive intelligence solutions; everyone is trying to predict the future to their advantage. The question though is, are they? Can the future be predicted? The main issue I have with predictive intelligence and “the next best […]
Sensors, Sensors, Everywhere Nor Anything to Measure
With my apologies to The Rime of The Ancient Mariner, I want to draw your attention the latest and greatest concept to hit Enterprise Software: the Internet of Things and the myriad sensors that come with it. The concept is not novel, the original idea behind the Internet was to connect the many devices (computers […]
Measuring Customer Service Usage One More Time
For the third year in a row, and consistently growing in responses and popularity, it is time to measure what’s been happening in Customer Service. The survey, conducted by thinkJar and sponsored by KANA for the past three years, is a great way to showcase what’s going on in Customer Service, what has changed in […]
