Cross-Channel, Cross-Lifecycle Experience
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IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
by Mitchell KramerIntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy to deploy. Read our evaluation. -
Boston Globe Masters Social Media in a Crisis
How the Boston Globe Covered the Boston Marathon Bombing
by Patricia SeyboldWhat does it take to beat all the major news and cable networks in news coverage? An amazing team and a commitment to getting it right! Learn how the Boston Globe became the trusted source of information during the Boston Marathon crisis. -
Clarabridge Analyze, Collaborate, and Engage
Voice of the Customer Monitoring, Analysis, and Interaction
by Mitchell KramerClarabridge's Analyze, Collaborate, and Engage monitor and analyze customer conversations on internal and social channels. NLP-based monitoring and analysis are the key strengths. Read our evaluation. -
Customer Service Supplier and Product Update 4Q2012
4Q2012 Was a Very Good Quarter for Customer Service
by Mitchell Kramer4Q2012 was a very good quarter for customer service. Customer growth was the driver. Very good financial performance resulted. Product activity was up. M&A was big news as Nuance acquired VirtuOz. -
Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid
What Each Did Right and What Needs Improvement When Helping Customers in Need
by Ronni MarshakRead the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair. -
Salesforce.com Service Cloud Winter ’13
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Ser-vice Cloud. Read our in-depth evaluation. -
Amazon Takes on Apple in Digital Music
Combined CDs and AutoRip Make Amazon Cloud Player More Enticing
by Patricia SeyboldAmazon’s AutoRip feature surprised and delighted some customers and annoyed others. We like the fact that we now have digital access to MP3 files of the music we bought on CDs for free and without doing anything! -
Amazon’s Next Moves
It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives
by Patricia SeyboldAmazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s. -
Customer Service Supplier and Product Update 3Q2012
3Q2012 Was a Quiet Quarter for Customer Service
by Mitchell Kramer3Q2012 was a mixed quarter for customer service--mixed across customers, products, company activity and fi-nancial performance: two suppliers had very good customer growth; four had good financial performance; two new products; two M&A announcements. -
Next IT ActiveAgent
Virtual Agents that Deliver Sophisticated Answers to Complex Questions
by Mitchell KramerNext IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. Read our evaluation. -
The Emotional Rollercoaster within Customer Scenarios
Most Customer Scenarios Bring Out Mixed Customer Emotions; Are You Prepared to Respond to Them?
by Ronni MarshakWhat emotions are customers feeling as they get things done? How can you anticipate and respond to customers’ negative emotions? -
How B2C Customers Are Similar to B2B Customers
The Roles Consumers Play as They Interact with Your Firm
by Ronni MarshakRegardless of what hat your customers are wearing when they do business with you—parent, employee, soccer coach—they all want a great customer experience. Consumers have more in common with business customers than you might think. -
Creative Virtual V-Person
An Offering from a Virtual Assisted-Service Pioneer
by Mitchell KramerCreative Virtual V-Person can help deliver very good virtual assisted-service on web, mobile, and social channels through strong knowledge management and reporting. Read our evaluation. -
Customer Service Supplier and Product Update 2Q2012
2Q2012 Was Another Mixed Quarter for Customer Service
by Mitchell Kramer2Q2012 was another mixed quarter for customer service--customer growth and financial performance were mostly flat or down. -
Adobe Recommendations: Personalizing the Customer Experience
Harnessing the Power of the Adobe Digital Marketing Suite
by Susan AldrichAdobe Recommendations should be on the short list of marketers in retail ecommerce, B2B ecommerce, media, financial services, high tech, or publishing who seek to personalize their customer experience and drive higher revenues. -
Alaska Airlines’ Evolves Its Mobile Strategy
Catering to Frequent Flyers Pays Off
by Patricia SeyboldAlaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking. -
VirtuOz Intelligent Virtual Agent
Powerful and Flexible Cross-Channel, Cross-Lifecycle Virtual Assisted-Service
by Mitchell KramerVirtuOz Intelligent Virtual Agent can help deliver excellent virtual assisted-service, delivering direct or guided answers to customers’ questions or performing tasks in case management and CRM systems on behalf of customers. Read our evaluation. -
Don’t Blindside Your Customers
Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention
by Ronni MarshakWhen there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers. -
Does B2B Customer Experience Differ from B2C CX?
A Customer Is a Customer
by Ronni MarshakDon’t let arbitrary categorization, such as B2B versus B2C, to allow you to provide anything but the best customer experience for your individual customers, whether they are wearing a business or consumer hat. -
Steps to Success for Personalizing Your Customer Experience
A Roadmap for Personalization
by Susan AldrichSee how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience.
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