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• 10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals

  Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients

  by Patricia Seybold

  Customers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? 
  Sep. 11, 2019

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• Nuance Nina

  Virtual Assistants that Deliver Answers and Perform Actions

  by Mitchell Kramer

  Nina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 languages on desktops, laptops, and mobile devices. This 46-page report evaluates Nina against our Evaluation Framework for Customer Service Software,
  Nov. 21, 2015

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• Suncorp Group Increases Online Revenues

  A Digital Transformation Success Story

  by Susan Aldrich

  Digital Transformation can be a key to effective marketing. Learn how Suncorp Group’s digital strategy, combined with a digital marketing maturity model, is leading to impressive results.
  Apr. 29, 2015

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• Salesforce Service Cloud

  Capabilities for Self-Service, Assisted-Service, and Social Customer Service

  by Mitchell Kramer

  Salesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation.
  Dec. 19, 2014

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• How Good Is Apple Pay’s Ecosystem?

  How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

  by Patricia Seybold

  How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?
  Oct. 31, 2014

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• Framework for Evaluating Customer Service Software

  Delivering Answers and Solutions; Creating and Resolving Cases

  by Mitchell Kramer

  Use this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application.
  Oct. 15, 2014

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• How Apple Pay Stacks Up

  How Well Does Apple Pay Meet Consumers’ Critical Needs?

  by Patricia Seybold

  Our preliminary Customers.com report card on the Apple Pay customer experience focuses on consumers’ four customer-critical moments of truth. Apple Pay Mobile E-Wallet earns grades from B+ in security to D in where you can use it.
  Oct. 11, 2014

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• Desk.com from Salesforce.com

  Customer Service for Small and Growing Businesses

  by Mitchell Kramer

  Desk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report.
  Aug. 22, 2014

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• The CaringBridge Customer Ecosystem

  Millions of People and Hundreds of Companies Align around Patients’ Health Journeys

  by Patricia Seybold

  CaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track.
  Aug. 8, 2014

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• Apple/IBM Enterprise MobileFirst Partnership

  Will Enterprise IT Execs & Mobile App Developers Embrace IBM’s MobileFirst iOS Offerings?

  by Patricia Seybold

  This partnership to support mobile devices and apps in the enterprise is significant.  IBM will sell, support, and manage iDevices and apps that can integrate into back-end systems.
  Jul. 24, 2014

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• IBM Watson Engagement Advisor

  Addressing Customer Support Using Cognitive Technology

  by Mitchell Kramer

  Through its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn.
  Jul. 10, 2014

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• How Amazon’s Fire Phone Enhances Its Customer Ecosystem

  Firefly Lets You Manage the “Internet of Things”

  by Patricia Seybold

  Amazon’s Fire Phone is a significant boost to Amazon’s customer ecosystem. Mayday—24x7 customer service on your phone—sets a new bar. Firefly—identify an object and take actions—puts control of the “Internet of Things” in Fire users’ hands.
  Jun. 27, 2014

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• Personalized Answers to Customers’ Questions

  Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization

  by Mitchell Kramer

  V-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels.
  Apr. 24, 2014

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• IBM’s MobileFirst “Customer Cloud” Strategy

  Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?

  by Patricia Seybold

  How do IBM’s MobileFirst and CodeName: BlueMix PaaS initiatives help corporate information technology executives and developers? Consider using these services to develop your company’s “Customer Cloud.”
  Mar. 28, 2014

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• Priorities for Microsoft’s New CEO

  Focus on Cross-Platform Mobile Application Development & Customer Clouds

  by Patricia Seybold

  Open Letter from Patty Seybold to Satya Nadella, Microsoft’s new CEO, about what Microsoft’s strategy should be to save Microsoft’s bacon.
  Feb. 14, 2014

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• How to Use VOC to Create Fitness Fans for Life

  Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington

  by Ronni Marshak, Blair McHaney

  Meet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software.
  Jan. 23, 2014

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• How Valuable and Sustainable Is Twitter’s Customer Ecosystem?

  What Is a Twitter End-Customer Worth to Investors?

  by Patricia Seybold

  Twitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform.
  Nov. 22, 2013

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• Lumosity Harnesses 45 Million Brains

  A Customer Ecosystem Focused on Improving Our Brains’ Performance

  by Patricia Seybold

  Lumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance.
  Sep. 6, 2013

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• DuckDuckGo Respects Our Privacy

  Fast, Simple Search with an Open Customer-Friendly Ecosystem

  by Patricia Seybold

  People who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution.
  Jun. 28, 2013

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• The Future of Computing

  New Wealth Will Conform to Old Patterns

  by Scott Jordan

  Scott Jordan considers the future of highly personal computing—computing on and around our person--and its relationship to the “new wealth,” in which privacy may be a luxury.
  May. 23, 2013

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