AI Will Fundamentally Transform Customer Service
AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze…
Latest Posts By Kate
Takeaways From The Forrester Wave For Customer Service Solutions For Enterprise Organizations, Q2 2017
Consumers have more information, more choices, more access, and more power. But they don’t have more time. Customers want easy customer service experiences, that build…
June 30, 2017
Two Technologies That Customer Service Organizations Use To Build Emotional Connections
Today customers use self-service for straightforward interactions, leaving complex issues like account closure or claims disputes for a phone conversation. These questions often take longer…
June 19, 2017
Amazon Connect – The Elephant In The Room In The Customer Service Space
Amazon just launched a preliminary cloud contact center offering, built on AWS. It offers an IVR, natural language understanding via Lex, queueing and routing and…
March 29, 2017
Customer Success Should Be A Team Sport
Customers hold the power in their relationships with businesses. Today, it's not enough for businesses to deliver products. Customers expect them to deliver outcomes and…
March 9, 2017
Top Trends For CRM In 2017 – It’s All About Differentiated (Digital) Experiences
We’re firmly in the age of the customer, where customers – not executives – decide how customer-centric their companies are. And while good customer experiences…
February 7, 2017
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Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic
In today’s world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion…
January 31, 2017
Findings From The Forrester CRM Wave For Midsize Organizations
We included 11 vendors in the CRM Forrester Wave™ for midsize organizations. These 11 vendors reported a total of about 200,000 midsize customers. Compared…
January 24, 2017
Findings From The Forrester CRM Wave For Enterprise Organizations
The CRM market serving the large enterprise is mature. The market has consolidated in the past five years. For example, Oracle has built its customer…
January 4, 2017
Field Service: Increasingly Important For Differentiated Customer Service Experiences
Field service technologies are more than two decades old. Companies have leveraged them to coordinate the flow of work orders that came in as service…