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Connected Customer Experience

Systems of Engagement Vs. Systems of Record

Author Bruce Burke on Mar-27-2014

Think of almost any brand, and then search your favorite social network to find their name. You’ll easily find them; they’re posting content and information - engaging consumers, in hopes of winning more customers.

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Voice of the Customer (VOC) | Acting on Feedback

Author Adam Parson on Dec-18-2013

What are your customers saying about your products? How many bad reviews does it take to deter shoppers? According to a recent study, 64% of customers surveyed said they trusted product reviews from other consumers; but between one and three bad online reviews would be enough to deter the majority (67%) of shoppers from purchasing a product or service.

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Real-Time vs. Right-Time: Engaging Social and Mobile Consumers

Author Bruce Burke on Aug-14-2013

Everyone seems to be asking the same question these days; “How do I engage today’s disengaged consumers?”  Present-day mobile and social consumers don’t watch television shows during standard broadcast hours, they don’t read newspapers, and they surely don’t listen to the radio.  Modern consumers get breaking news, in the minute, from social media networks instead of waiting for the nightly 7:00 PM broadcast.  

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Beyond IoT - The Socialization of Things

Author Bruce Burke on Aug-1-2013

There has been a lot of noise in the channels lately about the Internet of Things.  Many journalists have used the term to put a handle on the concept of smart, interconnected appliances, installed in even smarter homes. 

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