Analyst Blog February 06, 2013 Avaya: Applying Big Data to Customer Engagement Data to Decisions At the Avaya Evolutions event in Dallas (February 5/6, 2013) I had the opport...
Analyst Blog January 31, 2013 Multi-Channel Unified Agent Desktop Software Geared for Growth Next-Generation Customer Experience The rapid growth in smartphones, social media a...
Analyst Blog January 29, 2013 IBM Sametime as Part of the Enterprise Infrastructure Fabric Future of Work At IBM Connect, Sametime has barely had any mention on the main stage....
Analyst Blog January 22, 2013 Putting Together the Puzzle of IBM Connect Websites Future of Work Next week IBM will be putting on IBM Connect, the conference formerly known a... Alan Lepofsky
Analyst Blog January 16, 2013 Constellation Publishes Big Idea Report Introducing Matrix Commerce Matrix Commerce SAN FRANCISCO – January 16, 2013 Constellation Research, Inc....
Analyst Blog January 03, 2013 Monday's Musings: Trends In The Top Software Insider Posts of 2012 (#softwareinsider) Data to Decisions ... R "Ray" Wang
Analyst Blog December 13, 2012 Contact Centers Lack Adequate Metrics for Social Channels Next-Generation Customer Experience Traditional contact centers represent a highly regulated industry with multip...
Analyst Blog November 19, 2012 New Bundled Solutions Improve Options for Mid-Market Contact Centers Next-Generation Customer Experience Contact centers are in a state of flux as new customer demands expose the ina...
Analyst Blog November 15, 2012 Event Report: Washington Ideas Forum (#IdeasForum) Highlights America's Current Challenges Data to Decisions ... R "Ray" Wang
Analyst Blog October 24, 2012 How to Promote Social Communications Adoption by Employees Next-Generation Customer Experience Social communications improves business agility and delivers numerous benefit...
Analyst Blog October 18, 2012 Cisco Summit Emphasizes Business Relevance and Integration Next-Generation Customer Experience I just attended Cisco’s annual summit for analysts, consultants and partners,...
Analyst Blog October 15, 2012 Event Report: Preview 2 & The Exclusive Market Maker 1:1 Keynote Interviews At Constellation’s Connected Enterprise 2012 (#CCE2012) Data to Decisions ... R "Ray" Wang
Analyst Blog September 28, 2012 Event Report: Preview 1 & The Keynotes At Constellation's Connected Enterprise 2012 (#CCE2012) Data to Decisions ... R "Ray" Wang
Analyst Blog September 23, 2012 Event Report: Dreamforce X (#DF12) Emerges As The South By Southwest (#SXSW) For The Enterprise Data to Decisions ... R "Ray" Wang
Analyst Blog September 17, 2012 Does Your Customer Support Outsourcer Integrate Social and Mobile Apps? Next-Generation Customer Experience It is not uncommon for in-house customer support organizations to mistakenly ...
Analyst Blog August 27, 2012 Monday's Musings: The New Engagement Platform Drives The Shift From Transactions Next-Generation Customer Experience Convergence In The Five Forces Of Consumerization Of Technology Drive... R "Ray" Wang
Analyst Blog August 08, 2012 Six Ways to Fully Support your Social Customer New C-Suite Customer support organizations strive to deliver exceptional customer experie...
Analyst Blog July 25, 2012 Community Forums Offer New Way to Differentiate Customer Service Next-Generation Customer Experience Customer community forums provide a meeting place for customers to engage wit...
Analyst Blog July 11, 2012 Event Report: Microsoft's Worldwide Partner Conference 2012 #wpc12 Future of Work ... R "Ray" Wang
Analyst Blog July 09, 2012 Have Business Telephone Systems Become Obsolete? Next-Generation Customer Experience We are in a BYOD era with employees clearly indicating that they want to choo...
Analyst Blog June 14, 2012 Why Self-Service Doesn’t Achieve Its Potential Next-Generation Customer Experience Customer service providers have struggled for years to encourage customers to...
Analyst Blog June 12, 2012 Tuesday's Tip: Dealing With The Real Problem In Social Business Adoption: The People! Future of Work Social Business Adoption Dependent On Employee Adoption... R "Ray" Wang
Analyst Blog May 18, 2012 Friday's Features: Using Attensity Analyze 6.0 To Compare Customer Sentiment For @united @southwestair @virginamerica Matrix Commerce ... R "Ray" Wang
