By Gregg Ostrowski, Executive CTO, Cisco AppDynamics Today, in order to generate value for businesses and their customers, applications must be increasingly robust to ensure a satisfying user experience and minimize bad interfaces that generate mistrust or question the way their data is handled. In this age of immediacy, users are eliminating deficient applications from […]
Rafael Lourenco, EVP & Partner, ClearSale Two years after the big pivot to ecommerce, consumers are over having to deal with disruption like out-of-stock items, shipping delays, and clunky checkout procedures. Now, recent studies show that online shoppers expect secure buying experiences that are free of friction — and meet their criteria for sustainability. ecommerce merchants […]
No matter what kind of business you run, customers will always have needs, and many of them will have complaints. This is the nature of business; there will be people you can’t please. That said, customer service is an integral part of the success of any business. It’s a proven fact that bad customer […]
In a recent interview with Finbold, the HelpCenter app Product Owner (PO) Raimundas Asauskas talked about the potential of TikTok in improving customer service based on the platform’s growing popularity. He also talked about the coronavirus’s impact on their product and what role blockchain technology could play in improving customer experience. HelpCenter is a Help […]
B2B purchase cycles are longer, and hence the time and money invested in acquiring new customers are often more than the B2C purchase cycle. Customer experience is a crucial differentiating factor that helps the B2B businesses to acquire, nurture, and retain customers. Customer experience is the top priority for around 46% […]
Accenture released survey results today showing the growing investment in customer experience is paying off. 1,550 executives (nearly a quarter of them CEOs) in 21 countries across 22 industries were surveyed. The findings: companies who focus on delivering exceptional experiences for their customers, employees and society outperform their industry peers by six times in year-on-year […]
The shelter-at-home restrictions, office closures and travel reduction in 2020 have had a big impact on how B2B business behave, resulting in vast shifts in how B2B professionals communicate and how they buy. Merkle B2B’s B2B International and gyro conducted research with 500 B2B companies to see how they’ve changed and what their priorities were. […]
Oracle on Tuesday used its 2019 Openworld conference in San Francisco to introduce ways for B2B firms to bring sales and marketing data together, as well as tools to personalize and customer experiences based on a variety of contextual data. Among the updates announced as part of its customer event this week, the business software […]
Pimcore has launched a tool designed to solve what its co-CEO suggests is an overlooked challenge in the quest to improve customer experience: bringing product details, digital assets and other information into a common format for use in e-commerce and other areas. The company, which is originally from Austria but has U.S. offices in Houston, […]
Redesigning a web site can be a monumental task. There are lots of things that you have to commit to in order to reach the successful completion of such a particular type of project. No wonder so many companies fail with their redesigns. However, you shouldn’t be afraid to do a proper redesign. After all, […]
The acquisition of Foresee will allow Verint to extend its capabilities in offering voice of the customer (VOC) technology from its traditional foothold in areas like contact centres to a wide range of digital channels, according to its CMO. Melville, NY-based Verint announced its decision to acquire Foresee, based in Ann Arbor, Mich, on Monday. […]
Before you assume the world’s most disruptive and innovative companies move with lightning speed, ask Jeffrey Kratz about the press release that took nearly eight months to complete. The general manager of Latin America, Canada and Caribbean Regions for Amazon Web Services (AWS) was speaking at the Toronto Global Forum on Monday about how the […]
A friend of Sam Hirbod, the principal inbound agency strategist at HubSpot, was waiting on hold with his online bank — for 20 minutes. This is a long time to leave anyone in limbo, especially in 2018, and in the course of that time, Hirbod friend’s started conducting searches on Google for a banks with […]
Forrester is building on its research into the ways organizations can improve the kind of customer experience they offer by launching a CX certification course that aims to close skills gaps, develop ROI models and more over a six-week period. Based in Cambridge, Mass., Forrester’s analyst team covers a wide variety of subjects that include […]
By now the experience Tim Kobe brought to life is familiar to anyone who has visited a major mall in search of a Mac or iPhone: the long tables with devices set up like artworks in an exhibit, the walls framed with screens and a long counter at the back with “Geniuses” ready to help. […]
B2B companies that offer customer service primarily through e-mail and chat can get a better sense of their emotional state through a sentiment analysis feature TeamSupport is introducing to enterprise versions of its software. Dallas-based TeamSupport said the sentiment analysis functionality will be based on the natural language processing (NLP) technology used by IBM’s Watson […]
The conference halls at Marketing Nation Summit in San Francisco recently might have been packed with people, but the products Marketo announced there are intended to create a similar sense of togetherness in the enterprise on a more regular basis. This includes the launch of Marketo Sales Engage, which will let sales and marketing teams create […]
Ambition Data is raising the stakes for CMOs and other senior marketers attending its Customer Centricity Conference late next month by putting them into groups to compete in an online simulation to test what they will have learned about customer lifetime value. Running May 17-18 in San Francisco, Ambition Data recently announced a speaker lineup […]
In 1998, the marketing department at IBM spent a reported $40 million on an advertising campaign aimed at convincing businesses to do something that seems obvious today: offer e-commerce alongside traditional ways of buying and selling. Though they didn’t use the term “business transformation,” all those e-business commercials may have marked the beginning of the […]
Understanding the customer service industry and its unique relationship with technology can be a challenge. This difficulty primarily stems from the fact that both employees and customers interact directly with customer service technology every single day. It’s not simple server management technologies handled by a small, sophisticated networking team. Making sure all customer service solutions make sense […]
