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Judith Aquino | June 30, 2016
Like many people, the last thing I want to do is speak with a customer service agent when I have a question. Why call when the answer can most likely be found online in the FAQ section or through another self-service option? At the same time, investments in speech analytics are rising. Read more »
Tom Hoffman | June 28, 2016
Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? 1to1 Media's Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert and Chief Amazement Officer at Shepard Presentations, at the Pegaworld 2016 conference in Las Vegas Read more »
Mila D'Antonio | June 27, 2016
In every conversation regarding the merits of customer experience strategy, one question always resonates: How to tie it to revenue. According to Forrester, there's no debate. Better customer experience correlates to better revenue across most industries. Read more »
Judith Aquino | June 23, 2016
What does Bridgestone have in common with Nordstrom and Starbucks? On the surface not much, but Bridgestone aspires to match the high level of customer service that companies like Nordstrom and Starbucks are known for. Yesterday, Bridgestone laid out its strategy for overhauling its customer experience by 2020. Read more »
Tom Hoffman | June 21, 2016
Last week was the 8th grade formal for my daughter Caroline's class. Leading up to the dance, her friends informed her that a certain boy was planning to invite her. You know how these types of things can play out in Middle School. Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the Read more »
Mila D'Antonio | June 20, 2016
It brings me great pleasure to announce the call for entries for our annual Customer Champions Awards is open. Every year for the past 12 years, 1to1 Media has honored individuals at companies who go above and beyond for customers and employees. Our annual awards program strives to give customer-minded leaders praise and distinction by highlighting their accomplishments and celebrating their wins. Read more »
Judith Aquino | June 16, 2016
Microsoft took many people by surprise when it announced on Monday that it had acquired LinkedIn for the eye-popping price of $26.2 billion. LinkedIn CEO Jeff Weiner described the deal as a chance to "change the way the world works." For Microsoft though, this acquisition is another example of the company playing catch-up to its competitors. Read more »
Tom Hoffman | June 14, 2016
When people think of next best action marketing, they often associate it with steps that marketers can take to apply everything that's known about a customer to try to sell him or her another product or service. But as two customer experience leaders at British Gas shared at Pegasystems' Pegaworld 2016 conference last week, next best action technologies and techniques can also be used to better understand each customer and to take the next steps that are best suited for Read more »
Mila D'Antonio | June 10, 2016
When it comes to designing, delivering, and optimizing the customer experience, it's amazing how many mistakes companies make. Recently, experts in the space have been busy writing about how to avoid making such blunders. Read more »

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