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Judith Aquino | June 19, 2014
Yesterday, Blackberry unveiled a deal with Amazon to include the online giant's app store on its phones. In addition, Google Play and Apple's App Store both offer a million apps in their respective stores. As more apps flood the market, driving engagement rates among users has become a crucial component of an app developer's monetization strategy. Read more »
Anna Papachristos | June 18, 2014
When retailers contemplate consumer safety, they typically focus upon data security, as many work to protect their customers' private records at every turn. But what happens when physical safety becomes a concern? How must companies respond when the brand's brick-and-mortar location poses a threat to the shopper's well being? Read more »
Tom Hoffman | June 17, 2014
Many of the conversations that took place at Call Center Week in Las Vegas last week focused on some of the dominant trends in the contact center, including omnichannel support and opportunities for using speech, text, and other types of analytics. One of the topic areas that also generated a lot of buzz at the event is the use -- as well as the lack of understanding -- of chat for customer service. Read more »
Mila D'Antonio | June 16, 2014
Whether they're raising awareness, engaging with new audiences, or growing sales, marketers will flock to social media during the 2014 FIFA World Cup. Social media traffic for the month-long global soccer tournament is already outpacing the Sochi Olympics, with Facebook, YouTube, and Twitter at the center of the boom. Read more »
Guest Blogger: Sam Stern | June 13, 2014
In the age of the customer, companies must transform their cultures from product-centric to customer-centric. But that is easier said than done. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience. Customer experience (CX) rooms--immersive, interactive spaces that help employees better understand customers--have emerged as a powerful new tool for bring customers and their journeys to life for workforces. Done Read more »
Judith Aquino | June 12, 2014
Devices are beginning to learn more about us by passively "listening" to our activities to offer personalized, automatic services. But as privacy advocates voice concerns about these new capabilities, the ability to opt in becomes even more crucial as a product feature. Read more »
Anna Papachristos | June 11, 2014
Big Data may present dilemma after dilemma, but collecting too much information may be the greatest faux pas of all. Businesses across industries constantly struggle to develop an effective Big Data strategy, yet many fail to recognize that gathering every possible morsel of customer information will only leave them bogged down, drowning in an unyielding data deluge with no way to bring this insight to action. Read more »
Tom Hoffman | June 10, 2014
As the contact center industry gears up for the annual IQPC Call Center Week event in Las Vegas this week, two areas of focus I'm hearing an awful lot about lately are continued developments and market interest in workforce optimization (WFO) and analytics technologies. Several factors are playing into these trends. Read more »
Mila D'Antonio | June 9, 2014
Outstanding customer experiences don't just happen; they take careful planning. And in most cases, successful customer strategies occur because of the people behind them. The 2014 1to1 Media Customer Champions program aims to honor these people--employees across all areas of an organization who succeed in pushing their strategies forward through dedication, innovative ideas, and a commitment to doing what it takes to advance the customer experience. Read more »

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