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| | Captivating Stats about Customer Care In this age of social media, sound bytes and ADHD, people love quick and catchy stats. Unfortunately, in the contact center and custome. . . read more
| | Greg Levin
(5/21/13) | |
| | Analytics Tools From Jive Help Predict Community Behavior New business analytics technologies available from Jive Software enable businesses to measure the reach, reaction and influence of thei. . . read more
| | Jive Software
(5/20/13) | |
| | Hearsay Social Hopes to Transforms Selling in the Social Era Hearsay Social unveiled the next generation of its social sales platform. With new capabilities targeted at sales representatives and . . . read more
| | Hearsay Social
(5/20/13) | |
| | Find the Customers Your Competitors Are Offending In a targeted effort to appeal to Gen Y, Pizza Hut offered free pizzas for life to any attendee of last October's presidential debate w. . . read more
| | HBR
(5/20/13) | |
| | Nike Overwhelms When It Comes To "Socially Devoted" Brands Results of Socialbakers' latest Socially Devoted brand survey for Twitter reveal Nike to be the U.S. brand to beat, dominating the top . . . read more
| | Socialbaker
(5/20/13) | |
| | TIE Kinetix Launches Social Media Syndication for Channels TIE Kinetix, a software-as-a-service company that facilitates steps of the e-commerce lifecycle, announced the launch of its Social Me. . . read more
| | TIE Kinetix
(5/16/13) | |
| | CXPA to Deliver Certification Program for CX Professionals The Customer Experience Professionals Association (CXPA) will launch a Certification Program for customer experience professionals in . . . read more
| | CXPA
(5/16/13) | |
| | Verint Extends Voice of the Customer Analytics with Mobile Verint Systems has extended its Voice of the Customer (VoC) Analytics portfolio to include SMS feedback into its multichannel capabilit. . . read more
| | Verint
(5/16/13) | |
| | Noble Flexes Customer Contact Programs with Web Services Noble Systems announced the Noble Web Interfacing Service (Noble WISE) to add flexibility to multi-channel customer contact programs. U. . . read more
| | Noble Systems
(5/16/13) | |
| | SAVO Announces Updates to Sales Mobile PRO SAVO announced a new version of its sales enablement mobile app, Sales Mobile Pro version 4.0, touting a new user interface, whiteboard. . . read more
| | SAVO
(5/13/13) | |
| | KANA Announces Latest Email Response Management Release KANA Software introduced KANA Response 13R1, the latest version of its email response management solution. New and improved features i. . . read more
| | Kana
(5/13/13) | |
| | Advantage Rent A Car and USAA Most Likely to Be Forgiven All companies make mistakes. But how much goodwill have they built up for consumers to forgive them? Based on a study of 10,000 U.S c. . . read more
| | Temkin Group
(5/13/13) | |
| | Thunderhead Offers Evolution of ONE Correspond for Salesforce Thunderhead.com announced the next stage in the evolution of ONE Correspond for Salesforce with the release of Version 2.0. The new. . . read more
| | Thunderhead.com
(5/13/13) | |
| | Noble Systems Introduces Integration to Leading CRM Solution Noble Systems added integration between its Noble Enterprise contact center platform and Saleforce's CRM platform. The Noble Integrat. . . read more
| | Noble Systems
(5/8/13) | |
| | ForeSee Introduces the Word-of-Mouth Index (WoMI) ForeSee introduced the Word-of-Mouth IndexSM (WoMI): The Next Generation Net Promoter Score (NPS). While NPS was designed to provide a . . . read more
| | Foresee
(5/8/13) | |
| | Extraprise Acquires Smartsource for Revenue Optimization Extraprise has acquired SmartSource, a B2B and B2C email service provider with marketing automation, workflow and multi-channel market. . . read more
| | Extraprise
(5/8/13) | |
| | Does First Call Resolution Lead to Customer Loyalty? It's long been thought that first call resolution is one of the main drivers of customer satisfaction. SQM's pioneering research found . . . read more
| | Peggy Carlaw
(5/8/13) | |
| | A Primer for Preventing Customer Churn Each year, Accenture surveys thousands of consumers around the world to understand their loyalty and purchasing behaviors. The results . . . read more
| | DestinationCRM
(5/8/13) | |
| | New CampaignerSPM(tm) Helps Sales Teams Hit a Home Run CampaignerCRM announced the launch of CampaignerSPM, an Advanced Sales Process Management (SPM) solution. Companies looking to formal. . . read more
| | Campaigner
(5/1/13) | |
| | InsightsOne Launches New Predictive Intelligence Workspace InsightsOne announced the release of Marketing Workspace, a new feature of the InsightsOne Predictive Intelligence platform that puts t. . . read more
| | InsightsOne
(5/1/13) | |
| | Lithium Launches New Analytics Product for Improving Social ROI Lithium Technologies unveiled Lithium Social Intelligence a next-generation analytics product designed to help brands measure social RO. . . read more
| | Lithium
(5/1/13) | |
| | HP Helps Clients Enhance Customer Interactions HP Enterprise Services announced new services designed to enable organizations to break free from legacy contact center technology an. . . read more
| | HP
(5/1/13) | |
| | NICE Introduces Customer Engagement Analytics NICE Systems announced the introduction of its Customer Engagement Analytics platform to combine interaction and transaction analytics.. . . read more
| | NICE
(4/26/13) | |
| | Rexter Offers Professional Relationship Management (PRM) System Rexter launched its Professional Relationship Management (PRM) system, a tool that helps business people and executives build and mobil. . . read more
| | Rexter
(4/26/13) | |
| | Telefónica Chooses TOA Technologies for Mobile Field Service As a central piece of its global business transformation project, Telefónica selected TOA Technologies and its mobile workforce managem. . . read more
| | TOA
(4/26/13) | |
| | Salesforce Delivers Social.com, A Social Advertising Application Salesforce.com delivered Salesforce Social.com, an advertising application that connects social ads with CRM and social listening. Bran. . . read more
| | Salesforce
(4/26/13) | |
| | Infor Releases New Updates for Infor Epiphany Marketing Infor announced the latest release of Infor Epiphany Marketing 10.0.2, a customer experience and interaction management application. Th. . . read more
| | Infor
(4/19/13) | |
| | Companies Deploying Verint Solutions to Help With "Gamification" Verint announced that customers are using its Impact 360 Workforce Optimization (WFO) software as part of their business gamification i. . . read more
| | Verint
(4/19/13) | |
| | KANA Launches Omni-Channel Customer Service Suite KANA introduced the an end-to-end omni-channel customer service suite - the next generation of KANA Enterprise - in direct response to . . . read more
| | KANA
(4/19/13) | |
| | Norwegian Cruise Line Selects NICE WFO Solutions Norwegian Cruise Line is adopting NICE's Interaction Management, analytics-based Quality Optimization, and customer feedback survey sol. . . read more
| | NICE
(4/19/13) | |
| | Jacada Announces New Visual IVR Product for Mobile and Web Jacada announced the introduction of Visual IVR Plus, its new IVR enhancement offering. Designed with patent pending technology to util. . . read more
| | Jacada
(4/16/13) | |
| | CXPA Launches "Ask the CX Experts" Program for Members The Customer Experience Professionals Association (CXPA) announced a program for its members, "Ask the CX Experts," in which CXPA membe. . . read more
| | CXPA
(4/16/13) | |
| | Fuzzy Logix In-Database Analytics Now Available for SugarCRM Fuzzy Logix announced that its in-database analytics and application solution modules are now available within SugarCRM. Using Fuzzy . . . read more
| | Fuzzy Logix
(4/16/13) | |
| | Ifbyphone Delivers Solution to Track Customer Calls in Google Ifbyphone announced an integration of call tracking data with Google Universal Analytics. This new enhancement enables Universal Analyt. . . read more
| | Ifbyphone
(4/16/13) | |
| | Survey Reveals Apple Leads in Customer Loyalty Again ClickFox announced findings from its second brand loyalty survey. Just in time for customer loyalty month in April, the survey examines. . . read more
| | Clickfox
(4/15/13) | |
| | 5 Steps to the Most Influential Customer Communications Research from IDG, AMA and others say about half of customer communications, content and sales conversations are not relevant to custom. . . read more
| | Sales and Marketing Management
(4/15/13) | |
| | Companies Integrating NextPrinciples Platform with SugarCRM NextPrinciples announced SugarCRM, Marathon Sports and IT World Canada as customers of its recently launched Insight-To-Action platform. . . read more
| | NextPrinciples
(4/15/13) | |
| | Win Over Your Customers with Smart CRM Moves Customers are the most important asset of any business - this fact would surely be agreed upon by small and large businesses alike. In . . . read more
| | destinationcrm
(4/15/13) | |
| | Is Service Being Curbed By The 'Customer Is King' Cliché? Customer service has long been treated as the runt of the litter by businesses - forced to feed off scraps when it comes to budget, and. . . read more
| | MyCustomer
(4/9/13) | |
| | 5 Customer Experience Innovation Killers Many leaders at companies believe they are investing in innovation. What might be surprising is how that investment is not paying off. . . . read more
| | Jeannie Walters
(4/9/13) | |
| | Improving the Value of Customer Experience Analytics It is no surprise that many businesses are taking advantage of the power of analytics. In 2010, researchers from MIT Sloan Management R. . . read more
| | Bob Hayes
(4/9/13) | |
| | Introhive Delivers Relationship Capital Platform Introhive announced the latest version of its platform that features applications to help sales and marketing better understand and re. . . read more
| | Introhive
(4/9/13) | |
| | New Analyzers Drive Faster Access to Customer Insights VPI announced new capabilities for the VPI EMPOWER and VPI EMPOWER 911 software suites. VPI solutions provide call recording and qualit. . . read more
| | VPI
(4/8/13) | |
| | Astea to Provide Field Service Solution Suite Through Capgemini Astea will offer 'Astea Alliance as a Service', a scalable field service management cloud solution that combines Capgemini's infrastru. . . read more
| | Astea
(4/8/13) | |
| | Salesforce Adds Social Intelligence in Salesforce Chatter With new Chatter Topics and Expertise, users will be able to discover insights, identify experts and find related resources, all based . . . read more
| | Salesforce
(4/8/13) | |
| | 88% Of Local Consumer Feedback Missed By Brands There is a blind spot for most retailers and it involves their loyal customers. These loyal customers are talking about a brand, on soc. . . read more
| | Forbes
(4/8/13) | |
| | Re-inventing CRM for the Customer-centric Organization The CRM industry has always been in a unique position to contribute greatly to the future success of their customers. Yet, numerous stu. . . read more
| | Mike Boysen
(3/28/13) | |
| | An Apple A Day Keeps The Customers Coming Back You have probably heard the phrase, "an apple a day keeps the doctor away," more times than you can count. Apples are natural, healthy,. . . read more
| | Michael Brown
(3/28/13) | |
| | Customer Experience Journey Map - the Top 10 Requirements A customer experience journey map is an incredibly useful tool to understand and improve your customer experience. A great map documen. . . read more
| | Jim Tincher
(3/28/13) | |
| | Harness Three Social Trends Impacting Customer Support Teams Customer support today is vastly different than it was just 10 years ago. The phone was the primary method of support, and the big "cut. . . read more
| | Robert Johnson
(3/28/13) | |
| | Call Center Provides Assistance to Livestrong Foundation Sound Telecom, a nationwide provider of telephone answering, call center and cloud-based phone services announced that it is supporti. . . read more
| | Sound Telecom
(3/27/13) | |
| | NICE Fizzback VoC Selected by Virgin Money NICE Systems announced that the NICE Fizzback Voice of the Customer (VoC) solution has been selected by Virgin Money to improve custom. . . read more
| | NICE
(3/27/13) | |
| | Infor Helps to Strengthen Relationships at Great Wolf Resorts Great Wolf Resorts, a family of indoor water park resorts in North America, has selected Infor Epiphany Marketing to gain insights into. . . read more
| | Infor
(3/27/13) | |
| | Zoho CRM with BCC Dropbox, LiveDesk Integration, and MailMagnet Zoho announced the latest round of upgrades to Zoho CRM, the company's online customer relationship management software. The new featu. . . read more
| | Zoho
(3/27/13) | |
| | TriCare and Kaiser Permanente Tops in Health Insurance CX Based on a study of 10,000 U.S consumers, TriCare and Kaiser Permanente earned the top spots in the health insurance sector of the 2013. . . read more
| | Temkin Group
(3/22/13) | |
| | [24]7 Visual Speech Extending IVR to Smartphones [24]7 announced the [24]7 Visual Speech solution, a new service that takes existing interactive voice response (IVR) into a mobile cus. . . read more
| | 24/7
(3/22/13) | |
| | Texas Workforce Commission Selects Pegasystems The Texas Workforce Commission (TWC) has selected Pega technology and Cooper Consulting Company to improve and revitalize its Unemploym. . . read more
| | Pegasystems
(3/22/13) | |
| | Scout Analytics To Uncover Hidden Revenue For Subscription Biz Scout Analytics launched Scout Usage Data Hub, an analytics platform that transforms usage data into actionable metrics and custom repo. . . read more
| | Scout Analytics
(3/22/13) | |
| | KXEN Launches Predictive Offers on Salesforce KXEN, a provider of predictive analytics for business users, announced the launch of Predictive Offers on salesforce.com's AppExchange.. . . read more
| | KXEN
(3/21/13) | |
| | Southwest Airlines and Alaska Airlines Lead Industry in CX Based on a study of 10,000 U.S. consumers, Southwest Airlines and Alaska Airlines earned the top spots in the airline sector of the 201. . . read more
| | Temkin Group
(3/21/13) | |
| | Salesforce Unveils Next Generation of Salesforce Chatter Salesforce.com announced the next generation of Salesforce Chatter - a social network. Companies will be able to access, create and ac. . . read more
| | Salesforce
(3/21/13) | |
| | Knoa Announces Salesforce(r) Cloud Solution Knoa announced the availability of Knoa Experience and Performance Manager (EPM) for Salesforce Sales Cloud and Salesforce Services Clo. . . read more
| | Knoa
(3/21/13) | |
| | Marketo and Scribe Partner to Deliver Better, Smarter Data Scribe Software announced a new partnership with Marketo to enable customers to leverage Scribe's data integration platform for better . . . read more
| | Scribe Software
(3/15/13) | |
| | Calabrio Advances WFM Capabilities to Bolster Forecast Accuracy Calabrio announced new capabilities in its Calabrio ONE Workforce Management (WFM) software to empowers contact center personnel to mor. . . read more
| | Calabrio
(3/15/13) | |
| | You Don't Need a CEM/CRM Strategy To Be Customer Centric A (Dutch) post covered a new white-paper from SAS, titled "Customer Centricity, still in its infancy". After reading the white-paper. . . read more
| | Wim Rampen
(3/15/13) | |
| | Attensity Improves Multi-Channel Engagement Attensity announced the release of Attensity Respond 6.0, a new release of Attensity's Respond application designed to address the chal. . . read more
| | Attensity
(3/15/13) | |
| | Jacada Selected by Puerto Rico Medicare Plan Provider Jacada has signed a material agreement with a leading Medicare Advantage plan provider in Puerto Rico to provide desktop, agent scripti. . . read more
| | Jacada
(3/13/13) | |
| | Confirmit Announces Customizable Mobile App To enable consistent brand experiences wherever and however the feedback is shared, Confirmit launched Confirmit MyMobile. Whether c. . . read more
| | Confirmit
(3/13/13) | |
| | A Different Approach to Great Customer Service With so many channels available to interact with customers, there's really no excuse for any business today not to provide consistently. . . read more
| | Shaun Ryan
(3/13/13) | |
| | Scribe Advances Data Integration with Upgrade to Platform Scribe Software announced enhancements to its Scribe Online Platform, including the release of Integration Services. Available now, t. . . read more
| | Scribe Software
(3/13/13) | |
| | Measuring and Evaluating Your Social Media Effort There is little doubt about the rapidly growing importance of social media. With more than a billion Facebook users, more than 500 mill. . . read more
| | Gary Angel
(3/11/13) | |
| | SAP Unveils Updates to Growing Product Line of Cloud Offerings SAP announced several updates across its growing portfolio of cloud offerings, including line-of-business application services and its. . . read more
| | SAP
(3/11/13) | |
| | HootSuite Boosts Social Media Management with Salesforce App HootSuite has expanded their App Directory with the introduction of three premium, best-in-class #SocialApps: CRM tool Salesforce.com, . . . read more
| | HootSuite
(3/11/13) | |
| | ASP Publishes New Report On Pricing Support & Services A new research report from the Association of Support Professionals (ASP) reveals that most software and technology companies have adop. . . read more
| | ASP
(3/11/13) | |
| | Customers are Complaining More. That's a Good Thing Some firms feel like the number of complaints that they are receiving is going up while some feel that it is going down. At the same t. . . read more
| | Adrian Swinscoe
(3/8/13) | |
| | Stop Comparing Yourself to the Competition! Learn From the Best Managers generally compare themselves to their direct competitors to judge how their company is doing. All available figures are compar. . . read more
| | Steven Van Belleghem
(3/8/13) | |
| | Essential Steps to Creating a Single View of Your Customer More and more businesses are investing in the collection of customer data either through their CRM systems or via a vast array of ERP s. . . read more
| | DestinationCRM
(3/8/13) | |
| | Intraday Task Management Technology Enables Back Office Work Intradiem announced the ability for contact center agents to complete back office tasks during idle time using its technology. Companie. . . read more
| | Intradiem
(3/8/13) | |
| | New Oracle RightNow Cloud Service for Rapid Response Oracle announced the latest 2013 release of Oracle RightNow Cloud Service, which includes new capabilities to help organizations automa. . . read more
| | Oracle
(3/7/13) | |
| | iYogi Deploys NICE as it Scales Global Technical Support iYogi, a provider of technical support services to consumers and businesses, has chosen NICE to help improve operational efficiency an. . . read more
| | NICE
(3/7/13) | |
| | Americans Living in Bolivia to Telemarket into the U.S. Firms are choosing Bolivia over the Philippines for English-speaking telemarketing. The choice they face is keeping it in house versus. . . read more
| | EvanSales
(3/7/13) | |
| | Words That Sell The words you say, as well as the ones you don't say, can make a big impact on your sales results. A very large international insuranc. . . read more
| | Daniel Ziv
(3/7/13) | |
| | 5 Myths Of Cross-brand Selling Cross-selling became popular in through customer service and sales centers in the 1990s and on the web more recently. At the time, The . . . read more
| | MediaPost
(3/6/13) | |
| | Invest in Your Customers More Than Your Brand To appreciate how broken most contemporary models of advertising and promotion have become, listen to Jeff Bezos complain about how Ama. . . read more
| | HBR
(3/6/13) | |
| | Avaya Unveils New Tools for Understanding the CX Avaya unveiled new analytics and customer interaction solutions that help harness the power of big data and the growing number of ways. . . read more
| | Avaya
(3/6/13) | |
| | Nimble Offers Free Year of to Over 50 Startup Accelerators Nimble announced that it is launching an ongoing program for startup accelerators worldwide. Nimble is offering a complimentary 2-user. . . read more
| | Nimble
(3/6/13) | |
| | GoToAssist's "Triple Play" Support Tool Adds Mobile Workstyles Citrix announced its new cloud-based support toolset, Citrix GoToAssist. The integrated toolset offers a "triple play" combination of e. . . read more
| | Citrix
(3/5/13) | |
| | Tokyo Electron Supercharges Field Service Operations Coveo announced that Tokyo Electron Limited (TEL) has implemented Coveo's indexing technology to solve the challenge posed from big, u. . . read more
| | Coveo
(3/5/13) | |
| | Consumers Call For Smarter Contact Centres Seventy percent of consumers believe they often know more about the products and services they're enquiring about than the contact cent. . . read more
| | Avaya
(3/5/13) | |
| | SPLICE Leverages MyPreferences to Enhance Permissions SPLICE Software, provider of personalized multichannel conversations, announced a partnership with Atlanta, GA-based PossibleNOW, a pr. . . read more
| | Splice
(3/5/13) | |
| | What'S The Secret Sauce For Super Surveys? As more businesses are joining the trend to redefine themselves as customer-experience driven, understanding customers and what satisfi. . . read more
| | MyCustomer
(2/28/13) | |
| | Why Price Will Always Trump Brand And Why It Shouldn't Matter The value of branding done right and done on a consistent basis i.e. staying true to a given brand's tone and voice over time is still . . . read more
| | Steve Olenski
(2/28/13) | |
| | How To Use Text Analytics To Measure The Customer Experience Standard approaches to measuring customer experience suffer from flaws introduced by quali-quantification. This is the process of turni. . . read more
| | MyCustomer
(2/28/13) | |
| | Publix, Trader Joe's, Aldi, and Chick-fil-A Earn Top CX Ratings Based on a study of 10,000 U.S consumers, Publix and Trader Joe's earned the highest scores in the 2013 Temkin Experience Ratings, rank. . . read more
| | Temkin Group
(2/28/13) | |
| | The Contact Center Association and CCEOC to Offer Certification The CCEOC/CCA partnership will help organizations tap into a program and expertise that will improve performance, employee engagement, . . . read more
| | CCEOC
(2/27/13) | |
| | Genesys to Acquire Contact Center Provider, Angel Genesys has reached a definitive agreement with MicroStrategy to acquire its subsidiary Angel.com Incorporated. Angel is a provider. . . read more
| | Genesys
(2/27/13) | |
| | inContact Announces New Release of Contact Center Software inContact announced the market availability of a major new release of its cloud contact center platform. The new cloud software release. . . read more
| | inContact
(2/27/13) | |
| | Pegasystems Adds Social Collaboration and Predictive Analytics Pegasystems announced the latest version of its process centric CRM solution. The latest release of its Customer Service Solution, Cust. . . read more
| | Pegasystems
(2/27/13) | |
| | City of Boston Leverages KANA Lagan CRM When Superstorm Sandy hit Massachusetts, public transportation systems were shut down, flights were grounded, and schools and municipal. . . read more
| | KANA
(2/25/13) | |
| | New Agent Desktop Inspired by Consumer Applications LiveOps announced the availability of Engage, a multichannel desktop built with both the agent and the customer in mind. Inspired by m. . . read more
| | LiveOps
(2/25/13) | |
| | Treehouse Adds New Action Studio For Marketing Professionals TreeHouse Interactive announced a suite of new nurturing campaign design tools called Action Studio-part of its enhanced Marketing Vie. . . read more
| | Treehouse
(2/25/13) | |
| | From High Task to High Touch Your company has invested in the latest CRM software and you're busy populating it with as much relevant customer data as possible. You. . . read more
| | DestinationCRM
(2/25/13) | |
| | OpenText Announces StreamServe 5.6 OpenText announced the immediate availability of StreamServe 5.6, OpenText's new Customer Communications Management (CCM) solution that. . . read more
| | OpenText
(2/22/13) | |
| | Batchbook Expands with App for HootSuite Batchbook announced its social CRM software is now integrated with HootSuite enabling business teams to stay socially connected with th. . . read more
| | Batchbook
(2/22/13) | |
| | Scribe and Datix Partner to Extend Value of Epicor ERP Software Scribe announced a new partnership with Datix, an Epicor 9 software services specialist. With Scribe, Datix will empower Epicor 9 custo. . . read more
| | Scribe Software
(2/22/13) | |
| | Don't Confuse CX Technology with Customer Experience Management You're a customer, so you're a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers. First. . . read more
| | Lynn Hunsaker
(2/22/13) | |
| | BT Contact Boosts Video And Social Media Capabilities BT announced enhancements to its contact center portfolio, BT Contact, by integrating the latest contact center solutions from its tech. . . read more
| | BT
(2/20/13) | |
| | NICE Mobile Reach Selected by Telefónica NICE Systems announced that NICE Mobile Reach, a solution for mobile customer service, was selected for initial deployment by Movistar,. . . read more
| | NICE
(2/20/13) | |
| | 37% Of Tweets Mentioning Retailers Are Customer Service-Related Conversocial announced the results of a new study analyzing Twitter conversations pertaining to four major US retailers: Costco, Kroger. . . read more
| | Conversocial
(2/20/13) | |
| | CSO Insights Study Shows 63% of Sales Reps Met Quota in 2012 Sixty-three percent of sales people met quota, according to the latest CSO Insights Sales Performance Optimization (SPO) study, the sam. . . read more
| | Docusign
(2/20/13) | |
| | Creating A Customer Curiosity Strategy Curiouser and curiouser....it seems that these days it's not just Alice getting curious in Wonderland. Today's consumer is also curious -. . . read more
| | MyCustomer
(2/18/13) | |
| | Why Companies Are Vulnerable In The 'Age Of The Customer'? So much of what is happening under the Customer umbrella occurs to me as being wide of the mark. Why? Because of the unwillingness to. . . read more
| | Maz Iqbal
(2/18/13) | |
| | Why Big Testing Will Be Bigger Than Big Data Big data is a big topic these days, one that has made its way up to the C-suite. The CMO may not yet fully understand what big data is,. . . read more
| | SearchEngineLand
(2/18/13) | |
| | Customer-Centric Thinking: A Collaboration of Man and Machine Of the five habits of customer-centric leaders, Bob Thompson supposes Think is his favorite. Perhaps he was influenced by IBM, where I . . . read more
| | Bob Thompson
(2/18/13) | |
| | ONTRAPORT Launches Marketing Platform for Small Businesses One of the biggest headaches for small business owners today is finding, deploying, and managing the technology they need to run their . . . read more
| | ONTRAPORT
(2/13/13) | |
| | Competing Beyond Price To Maximize Customer Loyalty The economy slowly is recovering, encouraging consumers to research and purchase products more frequently. However, today's tech-savvy . . . read more
| | Retail Touch Points
(2/13/13) | |
| | Understanding The New "Moments Of Truth" As the former CMO of OfficeMax, Target, and Sears, Bob Thacker knows a thing or two about the various "moments of truth" throughout the. . . read more
| | Imedia
(2/13/13) | |
| | Stop Listening to Your Customers What will persuade you? Every business is interested in what influences and persuades their customers and consumers, and one of the . . . read more
| | HBR
(2/13/13) | |
| | Do You Walk in Your Customers' Shoes? How you engage your team in knowing and understanding the lives of your customers is one of the things that differentiates the "beloved. . . read more
| | Jeanne Bliss
(2/12/13) | |
| | When Customers and Employees Clash Online Recently, a pastor in St. Louis dined with a party of 10 at Applebee's. When her check came with an automatic 18% tip already added (st. . . read more
| | HBR
(2/12/13) | |
| | Are Social CRM Strategists Falling For Tumblr? Businesses have been posting, tweeting and now even pinning their hearts out all over the Web in hopes of getting those coveted custome. . . read more
| | SearchCRM
(2/12/13) | |
| | SalesPortal's Audience Segmentation Personalizes Offers SalesPortal introduced a proprietary offer personalization engine. Offer personalization enables consumers to receive targeted product . . . read more
| | SalesPortal
(2/12/13) | |
| | New Amdocs CES 9 Suite Amdocs announced the release of Amdocs CES 9, the company's latest product suite. This major release delivers real-time integration fr. . . read more
| | Amdocs
(2/11/13) | |
| | IntelliResponse Adds Predictive Matching Capabilities IntelliResponse Systems announced the general availability of IntelliSuggest -- a new feature of IntelliResponse Virtual Agent 6.2. Int. . . read more
| | Intelliresponse
(2/11/13) | |
| | Banking Survey: Mobile Apps Fall Short Of Consumer Expectations Varolii announced the results of a national survey of more than 600 consumer adults across the United States about mobile banking appli. . . read more
| | Varolii
(2/11/13) | |
| | eWayDirect Launches Multi-Channel Customer Acquisition Solution eWayDirect announced the launch of CertainSource 2.0, a multichannel B2C customer acquisition solution that maximizes customer conversi. . . read more
| | eWayDirect
(2/11/13) | |
| | Altitude Delivers Customer Insight with Oracle/Siebel Connector Altitude Software announced the availability of the Altitude+Siebel Connector for the Oracle Siebel 8.1, the latest version of the join. . . read more
| | Altitude
(2/7/13) | |
| | Increase Customer Quality of Experience While Achieving ROI To succeed in this competitive business landscape, providing a continuously positive customer experience is critical. In fact, your cus. . . read more
| | Tim Moynihan
(2/7/13) | |
| | Customer Journey Mapping - Doing It Right A recent Forrester Research report discusses a customer journey mapping phenomena that Strativity Group has also experienced in recent . . . read more
| | Lior Arussy
(2/7/13) | |
| | Can A Customer Experience Program Change Your Culture? What's your NPS? Every month the C-suite at Gold's Gym places calls to a few gyms in its global franchise to ask whomever answers the p. . . read more
| | Michelle deHaaff
(2/7/13) | |
| | RightAnswers SuiteApp for NetSuite's SuiteCloud Now Available RightAnswers announced the availability of the RightAnswers SuiteApp, built using NetSuite's SuiteCloud Computing Platform. The integra. . . read more
| | RightAnswers
(2/6/13) | |
| | Genesys Connect for Salesforce Service Cloud Now Available Genesys announced the availability of Genesys Connect for Service Cloud on salesforce.com's AppExchange. Genesys expanded its relatio. . . read more
| | Genesys
(2/6/13) | |
| | ExactTarget Adds MobilePush Application ExactTarget launched its new MobilePush application expanding the company's mobile marketing capabilities with an application to power . . . read more
| | ExactTarget
(2/6/13) | |
| | Nexidia Introduces Real-Time Monitoring for Collections Nexidia announced the release of Nexidia Live Collection Assistant, a solution that works in conjunction with Nexidia Scan to trigger a. . . read more
| | Nexidia
(2/6/13) | |
| | Enterprise Customer Experience, A Convergence Customer Experience is the superset of sensations, emotions and perceptions felt by your customers before, during and after product or . . . read more
| | Mitch Lieberman
(2/4/13) | |
| | NICE Launches Cloud-Based Workforce Optimization Suite NICE Systems announced the launch of its cloud-based Workforce Optimization (WFO) suite, with capabilities for Recording, Quality Manag. . . read more
| | NICE
(2/4/13) | |
| | Why CRM vendors will be turning to the dark side in 2013 Last year, we witnessed brands increasingly turn to customer experience to give them that much desired competitive edge. And as the ter. . . read more
| | William Band
(2/4/13) | |
| | Voyeurism in loyalty programs Phocuswright, the travel industry's leading research site in a recent article singles out a rapidly growing trend among travelers, part. . . read more
| | Vijay Dandapani
(2/4/13) | |
| | Higher Performing Companies Have More Engaged Employees Temkin Group released a new research report: "Employee Engagement Benchmark Study, 2013." The report analyzes the level of engagement t. . . read more
| | Temkin Group
(1/31/13) | |
| | Infor Delivers Social Data Capabilities for Infor Epiphany Infor announced the availability of an updated version of Infor Epiphany Sales & Service that provides real-time data to help companies. . . read more
| | Infor
(1/31/13) | |
| | Get Satisfaction Solution Brings Community Platform to SMB Get Satisfaction, a community platform for creating engaging customer experiences, announced a new solution specifically designed and p. . . read more
| | GetSatisfaction
(1/31/13) | |
| | Genesys to Acquire UTOPY Genesys signed a definitive agreement to acquire UTOPY. UTOPY delivers workforce optimization solutions, including speech and text ana. . . read more
| | Genesys
(1/31/13) | |
| | Creating Customer Experiences When Loyalty, CRM Come Together Ask marketers or loyalty marketing service providers (L-MSPs) what will be a common 2013 theme and they'll tell you "convergence" - jus. . . read more
| | Michael Hemsey
(1/29/13) | |
| | Surveys are Dead - Killed by 20 Year Old Strawberry Jam It isn't every day that a twenty-year old research paper challenges current Voice of the Customer practices using the principles of qua. . . read more
| | Mike McMaster
(1/29/13) | |
| | Today's VOC Program Challenges As technology and the flow (flood? influx?) of data evolve, so must your VOC efforts. These and other aspects of a changing business wo. . . read more
| | Annette Franz Gleneicki
(1/29/13) | |
| | Customer Experience: Is It The Chicken or Egg? Companies are starting to see the light. They are embracing the principles that Apple, Google, and Philips Electronics have been advoc. . . read more
| | Forbes
(1/29/13) | |
| | Customer Complaints: The Gift of Getting the Whole Picture Along with performance and loyalty metrics gathered through research, complaints are one of the best sources of customer data a supplie. . . read more
| | Michael Lowenstein
(1/28/13) | |
| | 5 Unexpected Ways to Improve Customer Service Trying to continuously improve should expand past improving your sales numbers, boosting your margin, and taking out your competitors. . . . read more
| | Dana Prince
(1/28/13) | |
| | Stepping On The Scale So it's that time of year when you take advantage of the hopeful, cleansing and prosperous thoughts of a new year and look to leave beh. . . read more
| | MediaPost
(1/28/13) | |
| | Conversocial Introduces Social Customer Service Channels Conversocial announced the release of "Proactive Customer Service Channels", offering Twitter search capabilities dedicated to deliveri. . . read more
| | Conversocial
(1/28/13) | |
| | 6 Things Every Customer Wants All customers want the highest quality at the lowest price, right? Well, sort of. That stuff is important but, surprisingly, the qualit. . . read more
| | Inc Magazine
(1/24/13) | |
| | Technology Report: State of SMB CRM Integration, IT Pain Points Scribe Software announced the results of an industry study focused on the state of CRM in the Small Business (SMB) sector, and top SMB . . . read more
| | Scribe Software
(1/24/13) | |
| | TeamSupport Increases Functionality for Enterprise Customers TeamSupport released a new version of its software suite that enhances its capabilities to meet the needs of larger organizations with. . . read more
| | TeamSupport
(1/24/13) | |
| | NextPrinciples Launches Social Analytics and Engagement Platform NextPrinciples launched Insight-To-Action, an integrated social analytics and engagement platform designed to help medium-to-large orga. . . read more
| | NextPrinciple
(1/24/13) | |
| | Why Don't Loyalty Programs Connect With Consumers? A recent survey finds that retailer loyalty programs are still failing to emotionally engage customers. The survey of 60+ retailers . . . read more
| | Retail Wire
(1/23/13) | |
| | Neolane Expands Analytics to Enable Conversational Marketing Conversational marketing technology provider Neolane announced a new version of its marketing analytics technology. Neolane Marketing A. . . read more
| | Neolane
(1/23/13) | |
| | Infosys Launches AssistEdge, Cross-Channel Solutions Infosys announced the launch of AssistEdge, a product to deliver an integrated and cross-channel experience to its customers. The pro. . . read more
| | InfoSys
(1/23/13) | |
| | 40% of Shoppers Would Spend More if Offered a Better CX Previously it was commonly assumed that price was the best way to beat the competition, but that just results in a self-defeating race . . . read more
| | David Moth
(1/23/13) | |
| | Research Report Reveals Four Core Competencies for CX Success Temkin Group released a new research report: "The Four Customer Experience Core Competencies." The report identifies the capabilities r. . . read more
| | Temkin Group
(1/22/13) | |
| | Lenovo and Optus Select [24]7 Assist to Improve Chat Experience Lenovo and Optus have selected [24]7 Assist, a live chat solution that combines prediction and real-time decisioning with big data ana. . . read more
| | [24]7
(1/22/13) | |
| | Calabrio Triples Recording Efficiency to Attack TCO Calabrio announced major enhancements to its call recording platform to reduce the cost and complexity of recording-based applications,. . . read more
| | Calabrio
(1/22/13) | |
| | Digital DataVoice Partners with VHT for Callback Solutions Digital DataVoice (DDV) and Virtual Hold Technology (VHT) are partnering to offer multichannel callback solutions that bridge the gap b. . . read more
| | Virtual Hold
(1/22/13) | |
| | Noble Releases Noble Maestro for Contact Center Management Noble Systems announced the release of Noble Maestro 7.1 featuring an intuitive manager portal for the Noble Enterprise Solution Suite,. . . read more
| | Noble Systems
(1/18/13) | |
| | Verint Introduces Real-Time Personalized Guidance Verint Systems announced Personalized Guidance as part of its Workforce Optimization solution. Personalized Guidance provides real-time. . . read more
| | Verint
(1/18/13) | |
| | New Reevoo Insight To Harness Social Data Reevoo, a cloud-based social business solution provider, announced Reevoo Insight, a new real-time social analytics solution for custom. . . read more
| | Reevoo
(1/18/13) | |
| | Infor to Release Interaction Advisor on the Salesforce Platform Infor, a provider of business application software, announced that Interaction Advisor will soon be available on the Salesforce Platfor. . . read more
| | Infor
(1/18/13) | |
| | Best Practices For Social Media Customer Care Social media has arrived as a first choice channel of interaction for consumers to seek customer care and technical support. It's the n. . . read more
| | John Bryson
(1/16/13) | |
| | Sure, Big Data Is Great. But So Is Intuition It was the bold title of a conference at the Massachusetts Institute of Technology, and of a widely read article in The Harvard Busine. . . read more
| | New York Times
(1/16/13) | |
| | Winners of 2012 Customer Experience Excellence Award Temkin Group, a market research and consulting firm that helps organizations improve their customer experience, announced the winners . . . read more
| | Temkin Group
(1/16/13) | |
| | Why Contact Centers Are Moving to the Cloud The contact center infrastructure market is at the most significant inflection point in its 30-plus-year history. The cloud-based conta. . . read more
| | Donna Fluss
(1/16/13) | |
| | Should You Bother Using Social Media to Serve Customers? "I'm telling everyone I know about how rude your customer service people are." If you were browsing Facebook or Twitter and y. . . read more
| | HBR
(1/14/13) | |
| | Create a Better Customer Web Experience For many years, Web content management has been the realm of relatively unstructured content. The most basic content management systems. . . read more
| | Arjen van den Akker
(1/14/13) | |
| | Why Customer-Centric Strategy is Overrated Ever hear "[insert breaking trend] is a strategy" to compete, grow, differentiate, etc.? CRM is a strategy. CEM is a strategy. Social m. . . read more
| | CustomerThink
(1/14/13) | |
| | Goldman Sachs Leads $54 Million Investment in Infusionsoft Infusionsoft announced $54 million in growth capital financing from Goldman Sachs. The company will use the funds to ramp up product de. . . read more
| | Infusionsoft
(1/14/13) | |
| | Voice Biometrics for Fraud Prevention in the Contact Centers NICE Systems announced the launch of its Contact Center Fraud Prevention solution, which tracks fraud patterns and screens all phone in. . . read more
| | NICE
(1/10/13) | |
| | Managing a Customer-Driven Supply Chain In today's complex supply chain environment, customer service between shippers and their logistics providers means more than just a fri. . . read more
| | Inbound Logistics
(1/10/13) | |
| | Customer Experience - On Purpose Customer experience, by definition, reflects the impression consumers form as they interact with brands. Trends become apparent by the . . . read more
| | Shaun Smith
(1/10/13) | |
| | ACT! Social Updates Help Small Businesses with Customer Insights Sageannounced enhanced social media integrations for its Sage ACT! 2013 (version 15.1) contact and customer management system. Sage ACT. . . read more
| | Sage
(1/10/13) | |
| | Remember When Trust Actually Meant Something? The company that I would like to start - or at least patronize - sells trust. That's its product. It gives you a good feeling. It re. . . read more
| | Michael Wolff
(1/9/13) | |
| | The Future of Loyalty Rests in Unexpected Places If you think that social media, group buying and word-of-mouth are the key trends that will shape loyalty marketing in 2013, I've got a. . . read more
| | Bryan Pearson
(1/9/13) | |
| | MLB teams batting a thousand with social CRM strategy Take me out to the ballgame. And while you're at it, I prefer bleacher seats for Wednesday night games, want an IPA to wash down a p. . . read more
| | SearchCRM
(1/9/13) | |
| | GeoFluent to Support International Customers via Liveperson Lionbridge Technologies has expanded its relationship with LivePerson and features GeoFluent to support its international clients that. . . read more
| | LivePerson
(1/9/13) | |
| | Customer Service: Why It Matters - And How To Do It Right For many companies, customer service is a cornerstone of their customer experience strategy. It's an area of increasing importance beca. . . read more
| | Kate Leggett
(1/8/13) | |
| | The Customer Is Not In Control. Nor Are You! One of the key-premises of the "Social era" is that the power has shifted from companies to Customers. We've all read cases of "United . . . read more
| | Wim Rampen
(1/8/13) | |
| | Windstream Launches Wendy, a Virtual Agent Powered by VirtuOz Windstream Communications, a provider of high-speed Internet, streaming entertainment, home phone and digital TV services to residentia. . . read more
| | VirtuOz
(1/8/13) | |
| | Temkin Publishes Its Top Customer Experience 2013 Trends to Watch Temkin Group released its forecast of 13 customer experience trends to watch in 2013. In a previous research report, The Future of Cus. . . read more
| | Temkin Group
(1/8/13) | |
| | Transitions Optical to "Keep an Eye" on its CRM Efforts Conversational marketing technology provider Neolane and The Marketing Store Worldwide, a brand activation agencies, announced the impl. . . read more
| | Neolane
(1/7/13) | |
| | Study Highlights Service as Growing Influencer in Satisfaction Verint announced results from a new customer satisfaction survey of more than 7,000 consumers throughout the United States, United King. . . read more
| | Verint
(1/7/13) | |
| | Customer Lifetime Value: Four Phases To Maximize Success In any business, the customer experience and customer lifetime value can make or break your ability to drive and accelerate both growth. . . read more
| | Matt Heinz
(1/7/13) | |
| | Managing Customer Expectations is Biggest Barrier Managing customer expectations and communicating with customers are among the top challenges facing customer service departments - an a. . . read more
| | ASQ
(1/7/13) | |
| | Neolane Extends SoLoMo Marketing with Facebook Open Graph Data Conversational marketing technology provider Neolane announced enhancements to Neolane Social Marketing, an application in Neolane's ma. . . read more
| | Neolane
(12/19/12) | |
| | Research: Many Consumers Stop Spending After a Bad Experience Temkin Group, a market research and consulting firm, released a new research report: "What Happens After A Good or Bad Experience?" The. . . read more
| | Temkin Group
(12/19/12) | |
| | Angel Unveils New Outbound Campaign Manager Angel, a provider of cloud-based Customer Experience (CX) solutions and division of MicroStrategy, introduced Angel Outbound Campaign . . . read more
| | Angel
(12/19/12) | |
| | Open Source CRM Zurmo Ships Version 1.0 Developers of the Zurmo Open Source Customer Relationship Management application announced the General Audience (GA) release of Zurmo. . . read more
| | Zurmo
(12/19/12) | |
| | SDL Survey on CXM Reveals Essentials to Creating a Great CX Product information - whether that's user manuals, how-to guides, or installation and troubleshooting guides - has always been consider. . . read more
| | SDL
(12/18/12) | |
| | Experian Selects Aspect to Bring Customizable Data Experian has selected Aspect to improve the company's agent and call center performance. By leveraging the power of Aspect's Applicatio. . . read more
| | Aspect
(12/18/12) | |
| | Sage SalesLogix v8.0 Enriches Team Collaboration Sage North America announced the new Sage SalesLogix v8.0 customer relationship management (CRM) system. Sage SalesLogix v8.0 includes. . . read more
| | Sage
(12/18/12) | |
| | The New Science of Retaining Customers Consider this familiar story. After promising initial purchases, your marketing team observes a steep falloff of buyer interest for som. . . read more
| | DestinationCRM
(12/18/12) | |
| | IDInteract Offers Demand-Based Approach to CRM IDInteract, a provider of products that empower enterprise brand marketers to identify and interact with individuals and prospect clu. . . read more
| | IDInteract
(12/12/12) | |
| | Accenture Launches Customer Insight Software Solution for Banks Accenture has launched a new banking software solution designed to improve customer insights and increase sales for clients in the bank. . . read more
| | Accenture
(12/12/12) | |
| | Satmetrix Partners with CX Thought Leaders to Launch NP360 Satmetrix, the Net Promoter Company and provider of cloud-based customer experience software for companies worldwide, announced the la. . . read more
| | SatMetrix
(12/12/12) | |
| | Nimble, HootSuite Offer Integration to Close Social Selling Loop activity to lead generation, sales efforts and customer retention. Santa Monica, CA - December 11, 2012 - Nimble, the pioneer of s. . . read more
| | Nimble
(12/12/12) | |
| | Four Ways to Get the Most Out of Enterprise Workforce Management Contact centers have long relied on workforce management (WFM) software to deliver better service and greater operational efficiency at. . . read more
| | Contact Professional
(12/6/12) | |
| | The Rise and Fall of CRM 1.0: A Talk With Jon Ferrara of Nimble Jon Ferrara got started in the Customer Relationship Management industry the hardest way: he helped to create it, ground-up. Currently. . . read more
| | Forbes
(12/6/12) | |
| | Six CRM lessons from 2012 As the curtain falls on another year, we take a look back at some of the news and stories that we've covered in the past 12 months, and. . . read more
| | MyCustomer
(12/6/12) | |
| | CX Power Maps: Understanding What your Employees Really Think One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding . . . read more
| | Steven Walden
(12/6/12) | |
| | Pegasystems Empowers SAP Clients to Address Growth Initiatives Pegasystems announced that the company is upgrading ERP solutions with its new Pega Process Extender, which enables organizations to le. . . read more
| | Pegasystems
(12/5/12) | |
