The Customer Experience is the sum of all experiences that a customer has with or about a specific product or service. This includes interactions with the supplier, related suppliers/distributors/vendors, usage and social interactions. It is about how the customer experiences the product and/or service; not about how it affects the supplier
Customer care isn't keeping up with the cloud consumer – Companies have helped to create customers that are more informed, savvy and demanding. But their customer care centres are struggling to keep up.
Yesterday evening, I had the pleasure of appearing on Digital 411, an internet technology radio show. During the show, I discussed the impact that social technologies can have on HR transformation and employee engagement.
Digital, new media and social media are the buzz words said by marketers and advertising practitioners nowadays. More and more clients are asking their partners to create integrated campaigns that include social...
When Mark Zuckerberg was said to have declared email dead he joined a long list of naysayers - but have reports of your inbox's imminent demise been greatly exaggerated? - Could your inbox soon be permanently empty?