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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 »
Judith Aquino | June 9, 2016
Investing in new products without alienating your current customer base can be a complicated process. Interactive Intelligence, a call center solutions provider, is tackling this issue head-on as it promotes its PureCloud platform among customers who have embraced its on-premise solution. Earlier this week, at a press conference during Interactive Intelligence's annual Interactions user conference, attendees peppered CEO Don Brown with questions about the company's plans for its on-premise solution, Customer Interaction Center (CIC). Read more »
Tom Hoffman | June 7, 2016
The Internet of Things is generating a mix of both excitement and apprehension around opportunities for transmitting data between connected devices and new services that can be delivered to customers along with fears about the security of the transmitted data. One of the industries where these emerging capabilities are offering tremendous promise is in healthcare, particularly as industry players are identifying ways to equip patients with personal medical devices that can be used to provide physicians and other medical practitioners Read more »
Mila D'Antonio | June 6, 2016
He's been called the creator of direct marketing and a pioneer in many modern marketing innovations. His storied career includes the creation of the toll-free 800-number, the magazine subscription card, and the loyalty rewards program. Advertising legend Lester Wunderman will receive a lifetime achievement award this week from the Marketing EDGE for his many accomplishments. Read more »
Mila D'Antonio | June 3, 2016
Omnichannel has become more than a buzzword; it's the customer experience goal of many companies. But organizational silos, lack of technology integration, and falling short in digital engagement often prevent organizations from achieving their well-intentioned plans. Read more »
Judith Aquino | June 2, 2016
E-commerce continues to be a highly competitive space as tech companies race to help retailers attract shoppers. The latest example is Salesforce's announcement on Wednesday that it has agreed to acquire Demandware, a digital commerce company, for $2.8 billion. The acquisition, which is Salesforce's largest to date, spearheads a new product line for the company called the Commerce Cloud. Read more »
Tom Hoffman | May 31, 2016
Earlier this month, I had the privilege of moderating an attendee discussion at Walker Information's B-to-B Customer Experience Summit in Denver on best practices and challenges around communicating customer experience initiatives across the enterprise. Constant communication to senior executives and employees is vital for ensuring that customer experience initiatives are visible, that they don't get lost amongst other corporate programs, and to safeguard that customer centricity is ingrained in the company culture. But crafting the right communications strategies can be Read more »

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