The future of retail — and, most importantly, the future of the shopping experience — continued to be a major topic on GigaOM Pro this week. Research content on the continued evolution of the workplace also proved to be a popular subject among readers.
Our latest Sector RoadMap focuses on social customer service: meeting users where they are on social networks and social media platforms. It’s no longer a niche market, as enterprise giants like Salesforce.com, Oracle, and SAP acquire social customer service startups or launch their own in-house solutions. It’s clear that social customer service could transform how customers interact with businesses. In “Sector RoadMap: social customer service in 2013,” Laura Stuart analyzes data from GigaOM Research’s recent survey on social business technology and identifies six major factors that could disrupt this volatile market in the near-term future.