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Make Providing a Superior Customer Experience Your New Year’s Resolution

Customers want immediate, thorough, and successful omni-channel customer care, and for a growing range of products and services. So why not make it your 2015 resolution to provide this excellent Customer Experience? Chances are you’ll be rewarded with greater customer loyalty, social media referrals, lowered costs, and greater profits. Customers t...

Consider the “Gift” of WebRTC for your Contact Center

Web Real-Time Communication (WebRTC) is the realizable future of contact center voice and video by allowing customers and agents to interact with each other through Web browsers: without specialized downloads. With WebRTC conversations are seamless, faster, and productive. Neither customers nor agents have to use separate phones for voice conversat...

The Cruelty of the Airlines’ Customer Experience

There is no better term than cruelty to explain how airlines have been treating its economy customers and favoring their first class patrons, in order to reduce costs and increase profits. Much like how the old steamship lines herded the “hoi polloi” into steerage, while lavishing comforts on the occupants of the sumptuous cabins. How else besides...

‘Vision 2,000,000 new customers’ campaign’s success elevates U Mobile to 7 million subscribers

December 15, 2014, U Mobile shared the news on its “Vision 2 million” campaign portal, confirming to have added 2.02 million new customers. As per the details shared, company achieved the target in just 89 days, implying that it added 22,700 subscribers everyday through the campaign period. As a feel-good gesture, it has announced to offer unlimit...

Clean Diesel: Marketing Nonsense or Viable Alternative?

When confronted with marketing of any kind, I find myself becoming increasingly skeptical. The incentive for misrepresenting the truth (i.e. lying) is massive, and repercussions seemingly nonexistent. This is particularly true in scenarios where a product or service has a very pervasive reputation and the provider of that product or service begins ...

Managing the Customer Shift to Online Channels

Customers are taking control of their relationships with companies, and that is having a profound impact on the Customer Experience. Customers want immediate, thorough, and successful omni-channel customer care. They use Web self-service, mobile apps, and social media before contacting customer service. When customers do reach out to companies, the...

NEC launch's UNIVERGE SV9000 Series

NEC released its newest UC solution, the UNIVERGE SV9000 series which is an update of its existing portfolio of SV8000 series. Similar to the SV8000 series, the SV9000 series comes in 3 variants, starting with SV9100 that is focused on SMB segment, the SV9300 that is focused on mid-market and finally SV9500 that is targeted at large and very large...

Connecting Customers to Connected Devices/Internet of Things

Each day more products and services are becoming connected to each other, to customers, and to employees. Appliances, equipment, furnaces, dimmers, thermostats, machinery, medical devices, earbuds, watches, and vehicles, to name just a few, transmit and receive important information and instructions in real-time over the Internet. Frost & Sullivan ...

Cisco Seeks to Compete More Squarely with Microsoft and Google

At Collaboration Summit this week, Cisco made a host of announcements sending a clear message – it is looking to simplify collaboration by changing how it innovates and brings its next generation products to market. Cisco is focused on removing the traditional barriers to meetings by eliminating the silos between audio, video and web conferencing t...

Problems with the Sharing Economy - Is peer-to-peer (P2P) fundamentally broken?

Uber, Airbnb, and a host of other companies have capitalized on a new business model, enabled by our increasingly connected world. Called peer-to-peer (P2P), the sharing economy, or collaborative consumption, this model allows people to sell their own goods and services through an exchange to other individuals, while the hosting company keeps a per...

Getting Engaged and Experienced in Vegas

WOW. What happens in Vegas: I’m writing about it, and analyzing it. Ok, before anyone goes scrambling for legal counsel and/or relationship counsel-ing, what I’m analyzing is Sitecore Symposium 2014 in Las Vegas: a slickly-produced conference with, I’m guessing, judging by the chock-full keynote hall, +/- 2,000 attendees. The event featured multi...

Lockheed, give me something I can believe - There’s just no evidence of any fusion breakthrough

                I’m a nuclear energy nerd. This has been established. So when Lockheed Martin announced a breakthrough in the design of a fusion reactor small enough to fit on the back of an 18-wheeler, I was the most excited person in my office. And amongst my friends. Pretty sure I was obnoxious about it.                 The people who develop a...

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