Tag:

Customer Service

Latest Headlines

Latest Headlines

Big data's customer conundrum

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 equips crew members with tablets for in-flight document management

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.

The intersection of CSM and customer experience management

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 Apple + IBM partnership: Who makes the first compromise?

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.

Tables turned: Collaborative Economy dishes up new customer scores

Now companies can rate their customers using the Collaborative Economy Customer Score's metrics.

Beyond Verbal's emotion-recognition tech could change customer service

Beyond Verbal--a startup based in Tel Aviv--is developing a technology that recognizes human emotion behind words. Innovation like this could shake things up in the enterprise.

Microsoft nabs Parature as customer experience dominoes fall

Microsoft Dynamics CRM bought online customer service firm Parature this week, as the parade of marketing and customer service acquisitions continued.

Big data meets customer service in Verint-Kana deal

Verint purchased customer service software Kana this week. It could give them a foothold in the growing customer experience market.

Battle for sales: marketing vs consumer baiting

The sales profession should be hailed as noble since the lives and jobs of many rests upon their shoulders. Ultimately, they must choose one of two paths: marketing or consumer baiting. One is the high road, the other the low trail, and big data paves both.

Will Amazon's Mayday button spark video revival in customer service?

The Mayday button on Amazon's Kindle Fire tablet allows customers to initiate a customer service videoconference with one click--or does it?