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Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty.   |
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October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
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April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
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March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
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December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
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July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
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October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
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October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
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March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
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July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
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May 11, 2015
John Tomich |
Three Quick Ways to Start Speaking Omnichannel Now Your customers are already fluent, so it's time you begin using the new language of digital commerce. |
CRM
July 2014
Maria Minsker |
The Road to Omnichannel Marketing Success As new channels emerge, context-based marketing plays a crucial role. |
CRM
December 9, 2015
Mark Smith |
CRM Integration: If You Don't Coordinate, You Might Alienate Getting all of your technologies and channels to operate together is the way to ensure customer happiness. |
CRM
September 2013
John Stelzer |
Looking Beyond Multichannel More and more retailers are moving from multichannel to cross-channel operations, bridging siloed systems to give the consumer a seamless brand experience. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
January 2016
Barton Goldenberg |
Why Amazon's and Uber's Digital Strategies Excel A coherent digital vision is elementary |
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September 2013
Paul Hagen |
Organizational Design from the Inside Out Architect your business with a focus on the future. |
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October 18, 2013
Ian Truscott |
Building a Business Case for Enterprise CMS An evolving need for content calls for an all-in-one way to manage it. The orchestration of your message across channels is a core discipline within customer experience management and a growing business imperative. |
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July 24, 2015
Jill Hewitt |
Why You Need a Customer Experience Map Retail organizations are constantly seeking ways to improve the customer experience. The best way to get inside your customers' heads -- and keep them happy -- is to chart their journey. |
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July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
CRM
October 3, 2014
Garry Levitt |
Don't Gamble with Your Customer Experience Strategy Ground your marketing approach in insightful customer data. |
CRM
December 14, 2015
Sam Del Rowe |
GI Insight Study Finds Omnichannel Approaches Are Falling Short Research indicates that though consumers use multiple channels in their shopping journeys, companies are not successfully implementing omnichannel marketing strategies. |
CRM
August 1, 2014
Leonard Klie |
Salesforce ExactTarget Launches the Next Generation of Journey Builder Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices |
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March 16, 2015
Maria Minsker |
Genesys Debuts the Latest Version of Its Customer Experience Platform Updates include new omnichannel journey management capabilities. |
CRM
November 2011
Flodin & Norton |
Customer Experience Blueprint Drives B2B Determine the needs of customers and their value to the organization |
CRM
February 2014
Paul Greenberg |
CRM in the Age of Customer Engagement When definitions are in flux, flexibility is key. |
