Technological landscape

I’ll take an old fashioned – NOT!

A modern customer service organization should be built on modern technology instead of “old fashioned” monolithic hardware. Using an open, standards-based ...
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A headset and a laptop

Do you want your customers talking to your help desk?

All I really need to show on this blog is one picture and ask one question. I think everybody gets it. But ...
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arrows pointing in different directions

Did You Drink the Snake Oil

Were you the unfortunate victim of making a bad choice for your Cloud CXM/CRM vendor? Maybe many of the underlying ...
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Professionals in a meeting

CXO – Customer Experience Optimization – “It’s all about the data!”

Big data and analytics for a holistic customer journey The most common question from any business shopping for enterprise software ...
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A pen and a pie graph

CX Software is not a Commodity, so why “Cheap Out”?

Unfortunate CX Investment Reality There are way too many companies out there today that have forgotten the old adage, ” ...
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Three men looking at a laptop

What’s on your agent’s desktop?

How many applications do your agents use for call handling? Is there a window for CRM, order entry, email, chat, knowledge ...
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Workers having a discussion

What is the difference between CRM and CXM?

What is the difference between CRM and CXM? Can your CRM vendor do everything that a CXM vendor can do? Probably not ...
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Icons floating above a tablet

TBT: Multi-Channel Customer Engagement in the 90’s? We built it ourselves!

I am proud to have been part of an innovative company in the 90’s. SkyTel was probably one of the first ...
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A sketch of a brain inside a light bulb

Is this your reality or a trip down memory lane?

Is your executive level Customer Service management team having issues justifying the replacement of your old customer engagement technology? Hopefully ...
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