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 […]
Channel Adoption and Usage Study in Customer Service: Third Year
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]
GE publishes Grid Resiliency survey
GE’s Digital Energy business produced this infographic recently, based on the results of its Grid Resiliency Survey measuring the U.S. public’s current perception of the power grid. The survey was conducted by Harris Poll on behalf of GE from May 02-06, 2014 among 2,049 adults ages 18 and older and from June 3-5, 2014 among […]
Research: CIO relationships and priorities remain conflicted
A new global CIO study from Deloitte sheds light on why CIOs and IT have a tough time. The data offers lessons on how to fix the problem.
Moving the Sales Needle
Today Apttus and Adobe Echosign announced the results of a survey of more than 100 Fortune 1000 sales leaders conducted earlier this year. Titled “Five Blind Spots in the Sales Process” the report focuses on things that have been perennial issues for sales managers. Net Results Here’s the big picture view. 1 in 4 companies […]
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 […]
It’s Back! The Best Customer Service Survey Ever — Version 2.0
Well, well, well… a lot has changed in one year in customer service, and we want to know exactly what and how much. Last year we run an extremely successful survey to determine where the Customer Service market was, what people perceived as the big issues, how they were implementing channels (including the new – […]
New Data on Social Business: Communities Are the #1 Initiative in 2013
At IDC we do a social business survey a couple of times a year and I now have fresh and just out of the field data to share. It’s proven very interesting and telling to trend the survey results over…
May I Recruit Your Help in a Knowledge Management Research Project?
Late in 2011 I conducted my first market research project on Knowledge Management. I wanted to get an idea of what was going on in the world, what projects you (royal you, not you personally) were working on, what projects you were going to invest money in, and (more than anything) what was affecting your […]
Survey Results: Challenges and Opportunities for Professional Services Firms
Earlier this summer one of my clients, Deltek, sponsored IDC in a survey and white paper on current challenges and opportunities for professional services firms world wide. The phone survey of 280 consulting firms in the US, UK, Belgium, Scandinavia…
