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Bettering the Customer Experience . . .
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 Business Review last October: “Big Data: The Management Revolution.” Andrew McAfee, principal research scientist at the M.I.T. Center for Digital Business, led off the conference by saying that Big Data would be “the next big chapter of our business history.” Next on stage was Erik Brynjolfsson, a professor and director of the M.I.T. center and a co-author of the article with Dr. McAfee. Big Data, said Professor Brynjolfsson, will “replace ideas, paradigms, organizations and ways of thinking about the world.” These drumroll claims rest on the premise that data like Web-browsing trails, sensor signals, GPS tracking, and social network messages will open the door to measuring and monitoring people and machines as never before. And by setting clever computer algorithms loose on the data troves, you can predict behavior of all kinds: shopping, dating and voting, for example. . . . read more >>
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 next stage of evolution in the demand for a better online experience and real time customer service. The birth and exponential growth of social media sites is the new horizon for consumers. However, many enterprise businesses have been slow to embrace social media as a legitimate channel for customer engagement. Here’s a common example: A customer posts a product-related comment or question on a social media site, such as a Facebook page or on Twitter. Many organizations today will ignore the inquiry altogether, or issue a superficial response that directs the customer to contact them through established offline customer support channels. This is all too often a waste of the customer’s time, and misses a key opportunity to both reduce costs and boost customer satisfaction by delivering a robust service experience in the customer’s chosen channel of interaction. . . . read more >>
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 contact center infrastructure market is booming and showing no signs of slowing, while the premises-based sector is struggling to hold its own. End users around the world, in contact centers of all sizes, are adopting cloud-based contact center solutions and considering this acquisition model an important enabler for their future. IT and business managers are realizing that there are many advantages to cloud-based solutions. Besides the financial benefits—no capital investment, lower start-up and integration costs, and no upgrade fees—contact centers are finding it compelling not to have to purchase, set up, maintain, and upgrade hardware and software. Once freed from this burden, managers can dedicate their time and resources to optimizing the business aspects of the solutions. . . . read more >>
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 and finalists of its 2012 Customer Experience Excellence (CE2) Awards. The five winners of the 2012 CE2 Award are EMC, Fidelity Investments, Oklahoma City Thunder, Safelite AutoGlass, and Sovereign Assurance of New Zealand. In addition to the winners, the following six organizations were also finalists for the award: Blue Cross Blue Shield of Michigan, Bombardier Aerospace, Citrix, JetBlue, Microsoft, and Oracle. . . . read more >>
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