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 8, 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 9, 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
Analyst Blog May 17, 2012 Cisco's Customer Collaboration Analyst Event Highlights Next-Generation Customer Experience Two themes emerged from Cisco’s Collaboration Analyst event were the deliver...
Analyst Blog May 12, 2012 Event Report: Questions Every #SAPPHIRENOW Attendee Should Be Asking SAP Data to Decisions ... R "Ray" Wang
Analyst Blog May 9, 2012 Event Report: Lithium Network Conference 2012 #LiNC Marketing Transformation ... R "Ray" Wang
Analyst Blog April 27, 2012 The Hidden Cost for Inconsistent Social Media Support Next-Generation Customer Experience Most customer support managers agree that social media will continue to grow ...
Analyst Blog April 25, 2012 News Analysis: KANA Enters MidMarket With Trinicom Acquisition Next-Generation Customer Experience ... R "Ray" Wang
Analyst Blog April 12, 2012 Research Summary: Why the Move from Transaction to Experience Requires Better Analytics Data to Decisions Forward And Commentary... R "Ray" Wang
Analyst Blog April 9, 2012 Event Report: Clarabridge Customer Connections 2012 #cbc312 Matrix Commerce ... R "Ray" Wang
