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Connected Customer Experience

Connect – Engage – Help Your Customers

Author Erin Nelson on Dec-1-2015

In today’s competitive market, customers demand professional support whenever and wherever they need help. Businesses also expect their support teams to work within multiple systems and quickly utilize various processes; all of which create barriers for customer to effectively obtain support for their products and services.

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Transform Your Customer Experience with Mobile

Author Nancy Defilippis on Nov-2-2015

Mobile allows for a richer and more personal Customer Experience in today’s market.  Mobility use has enabled consumers to carry the Internet in their pocket anyplace and anytime, while having control and being informed, more social than ever before. Businesses have an exclusive opportunity to stand out, and pull ahead of their competitors, by discovering that mobile devices are not only tools to drive innovation but an environment that can transform customer and employee experiences.

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Mapping the Customer Journey For CEM Success

Author Bruce Burke on Feb-18-2014

A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.

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Webinar: Winning Strategies in Customer Experience Management

Author Erin Nelson on Jan-30-2014

Nowadays, people trust recommendations from their friends far more than those they receive from third-party sources. The reach and speed of a single recommendation, particularly when expressed through social media channels, can be either immensely damaging or promotional for a brand.

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Analytics 3.0 | Systems of Engagement and Systems of Record

Author Erin Nelson on Nov-26-2013

Technology waves like mobile, social, and wearable computing have transformed customer expectations. In this modern age, the world is rapidly moving towards the datafication of everything – including Analytics.

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The Internet of Things: Product Clouds Connect Consumers

Author Bruce Burke on Jun-7-2013

An astounding 150,000 people descended on Las Vegas in January of this year to attend the International CES Show. Over 3,000 vendors rolled out their latest products for the consumer electronics marketplace.

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