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Multichannel customer experience turf on which companies now spar

Companies have come to recognize that providing stellar customer service in just one channel will quickly fall apart if multichannel customer experience is poor.

Evaluate

Customer experience gathers steam with IoT analytics

Companies are moving from gut feel to rely on scientific tools, such as IoT analytics data, to develop customer experience strategy.

Manage

Mobile LBS still waffling on ethical issues

Mobile location-based services can yield information about customers, but companies need to travel a careful line with the information they gather.

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Mobile location-based services need time to mature

Mobile location-based services have the potential to give companies serious consumer insight, but ethical issues abound.

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CRM / Call Center Basics

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    The evolution of contact center features explained

    Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future.

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    show-me marketing

    Show-me marketing is the practice of telling a brand's story and engaging consumers through pictures, videos and other visual media.

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    buying signals

    Buying signals are behavioral cues that indicate the intentions of prospective or existing customers in terms of their readiness to buy.

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