Tag:

Customer Service

Latest Headlines

Latest Headlines

Report: WCMs lead to better customer experience

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.

Spotlight: Your CMS provider was just acquired, now what?

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. 

Mobile security vendors should deliver customer service with a smile

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 aim to improve sales, real-time fraud detection

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. 

News Scan: BBM now available for smartwatches; Motorola returns to China; more

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.

Big data backlash fuels the rise of customized customer service

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.

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.