Managing the customer experience isn't all about fancy consumer-facing tools. It often begins with things the customer doesn't see--like a web content management system that's doing the heavy lifting behind the scenes.
Even though customers shouldn't notice when their CMS providers are acquired or change--at least not in a negative way--there are some questions you should consider asking just in case.
In the race to get enterprise customers, mobile security vendors can differentiate themselves by offering top-notch customer service, argued Denise Culver in a Light Reading article.
Speech analytics is picking up momentum in several lines of business and industries these days. One example is within CRM products to increase sales. Another example is in monitoring banker phone conversations to guard against fraud in derivative and swap trading rooms.
Check out the hottest mobile IT news for Jan. 8, including the new feature BlackBerry is pushing to smartwatches, the return of Motorola to China, how IT leaders can get more out of their markets, the Big 3 remain in their spots in the ADAS market and the latest tether Microsoft is losing from its software.
Consumers are beginning to think that if companies went to all this trouble (and against their wishes and right to privacy) to learn all about them, then companies can cater to customers better.
If you really want to leverage big data to increase your revenues significantly, you have to focus on customer-centric strategies and steer clear of the notion that you are in control of the customer.
JetBlue Airways announced last week that it's equipping every in-flight crew member with iPad Minis for document management and point-of-sale purposes. Initial rollout will be limited to crews working premium service flights between New York and Los Angeles, but the devices will be available fleet wide by April, 2015.
While you're busy working out what kind of content management system best suits your business needs, don't forget about the role it plays in the perception of your customer service. A recent...
The new alliance means IBM will be selling iPads, and Apple will be making room for IBM enterprise services. Sensible enough. But partnerships require communication, and only one of these two is good with that.