Gartner & 1to1 CRM Excellence Award Winners
COSMOTE is using different channels to better understand that each contact is an opportunity to enhance the company’s relationship with customers through real value propositions that are a win for both customers, the channels, and the company. Continue Reading »
By Cynthia Clark
Posted on Jun 05, 2013 in Customer Service
As an organizations that's committed to providing customers with the best experience throughout their journey, Porsche AG wanted to refine its sales process and interact with customers with relevant and personalized communications over different touchpoints throughout their sales journey. Continue Reading »
By Cynthia Clark
Posted on Jun 05, 2013 in Customer Service
Turkey’s largest supermarket chain sought to integrate its Money Club customer loyalty program and its budding social presence to provide a consistent, holistic customer experience. Continue Reading »
By Anna Papachristos
Posted on Jun 05, 2013 in Emerging Trends
Case Studies
The savviest companies don’t see innovation as just a means to an end, and instead consider it as a philosophy that has to be ingrained within the core of a company. That is the philosophy that Spanish bank la Caixa lives by. Continue Reading »
By Cynthia Clark
Posted on Jun 19, 2013 in Customer Service
Market Pulse
Cisco Systems' recent “Cisco Customer Experience Report” highlights that, while many shoppers may prefer self-service, they also desire an experience infused with personalization that brings added value to the transaction. Continue Reading »
By Anna Papachristos
Posted on Jun 06, 2013 in Customer Service
Spotlight
Because many businesses have yet to bridge the gap between silos, their customer service and support efforts neglect to draw correlations across channels, often failing to measure up to today’s consumer expectations. Continue Reading »
By Anna Papachristos
Posted on Jun 03, 2013 in Customer Strategy
Industry In-depth
With patients using multiple channels to interact with healthcare providers and insurers, organizations needs to adapt to the shift in how patients access healthcare. Continue Reading »
By Cynthia Clark
Posted on Jun 03, 2013 in Customer Service
Executive Q&A
Integrated Marketing
Customer Service
There are two different tactics that organizations are taking to be able to provide multichannel customer service. Some organizations are training their service agents to communicate with customers over different channels while others are dividing agents by channels where their skills are best suited. Continue Reading »
By Cynthia Clark
Posted on Jun 10, 2013 in Customer Service
Employee Engagement
Known as Bring Your Own Device (BYOD), many organizations are now encouraging an enterprisewide culture that enables employees to incorporate their own personal devices with their everyday work environment. Continue Reading »
By Anna Papachristos
Posted on Jun 17, 2013 in Emerging Trends
Customer Analytics