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Displaying 289 - 312 of 415
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Nine Pillars of Successful Self-Service for Digital Customer Engagement

Matrix Commerce
Seamless, Personalized Self-Service Should Not Be an Afterthought Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in…
Dr. Natalie Petouhoff
Premium Research

Blockchain: Understanding the Weak Links 


Matrix Commerce
Blockchain Surprised the Payments Industry, but Its Usefulness Beyond Digital Money Does’t Match the Hype  No new technology since the Internet itself has excited so many pundits as has blockchain. Launched just seven years ago, blockchain is the…
Steve Wilson
Quarks

The Internet of Things Improves Customer Experience in Retail Supply Chain

Data to Decisions
How the Internet of Things Connects Supply Chains to Customer ServiceMany retailers struggle to ensure their supply chains and customer-facing endeavors align harmoniously. Ensuring the availability of a product or service when, where and how customers want is…
Dr. Natalie Petouhoff, Guy F. Courtin
Quarks

True Value of Technology for Food Supply Chains

Matrix Commerce
How food supply chains can satisfy evolving consumer demands and drive profits by embracing disruptive technology  The food supply chain is challenging enough when it comes to the growing, harvesting, processing, transporting and distribution of food…
Guy F. Courtin
Quarks

The ROI of Customer Care

Next-Generation Customer Experience
Proving false the notion that customer care is a cost center Executives have long thought of customer service or customer care as a cost center. However, executives and managers who understand the value of great customer service can create organizations that…
Dr. Natalie Petouhoff
Quarks

How Agile Customer Care Systems Drive High ROI

New C-Suite
As Customer Care Applications Become More Agile, Customer Care Becomes Ultra-Responsive and Boosts Productivity of Talent  Today’s customers require companies to provide them quickly with help, support and information in any channel they choose to…
Dr. Natalie Petouhoff
Premium Research

The ROI of Online Communities

Data to Decisions
Online Communities Provide Value Beyond Call Deflection  The expectation of the value of an online community is often associated with cost savings – just as call deflections can reduce the costs of customer service. While many cost savings are possible,…
Dr. Natalie Petouhoff
Premium Research

Implementing a Business Workshop on the Internet of Things (IoT)

Data to Decisions
Best practices for generating quality IoT initiatives  As smart services begin and continue to disrupt the market, it’s time for enterprises to understand the underlying technologies of IoT and smart services, as well as how to plan and build…
Andy Mulholland
Quarks

Disruptive Technologies Reduce Retailers’ Friction During the Holidays

Matrix Commerce
IoT, 3D printing and wearables will reduce the retail friction during the holiday season and beyondPost Thanksgiving in the United States (after all the turkey has been consumed and the football games watched), consumers focus in on Christmas, Hanukkah and other end-of- year…
Guy F. Courtin
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The Foundational Elements for the Internet of Things (IoT)

Data to Decisions
Defining and setting the primers for IoT, gaining business value, from real-time data events This report offers a comprehensive primer of the IoT market, providing a solid foundation for companies to fully understand the definition and foundational technology of IoT. To…
Andy Mulholland
Quarks

FIDO Update: The Identity Management Consortium Sets the Standard

New C-Suite
The Leading Identity Management Alliance Puts Its Specifications into a Free, Open Standards Process The FIDO Alliance is the most important Identity Management (IdM) consortium in an industry that has seen many associations over many years. Comprising technology vendors,…
Steve Wilson
Quarks

What Retail CXOs Need to Do to Thrive in a Digital World

Data to Decisions
As E-Commerce Redefines Retailing, Customer Expectations Grow, While Brick and Mortar Evolves to Meet New Demands  E-commerce continues to command the spotlight and the headlines. The king of e- commerce – Amazon – recently surpassed…
Guy F. Courtin
Quarks

Five Trends Shifting Power to Retail Consumers

Data to Decisions
Digitally Empowered Customers Transform the Retail Experience   Retail is going through a tremendous shift driven in large part by the digital revolution. While there are multiple areas in the retail space that are being affected and changed, the one main underlying…
Guy F. Courtin
Quarks

IBM Buys The Weather Company, Advancing Its Insight Economy Strategy

Data to Decisions
Weather and Location as Context Attributes That Drive Insight Economies, IoT Business Models, and the Future of IBM On October 28, 2015, IBM announced its intent to acquire privately held, Atlanta, Georgia- based The Weather Company. The deal, with an estimated value…
R Ray Wang
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Should the Chief Marketing Officer Oversee the Whole Customer Experience?

Data to Decisions
The Risks and Rewards of Leading an Organization to Deliver Superb Experiences that Keep Brand Promises  The shift to digital marketing, electronic commerce, and social media and mobile interactions continues to bring a massive transformation to how brands and…
Dr. Natalie Petouhoff
Vendor Profile

Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: Bluenose Understanding Which Customer Success Management Approach Fits Best Bluenose Analytics offers a customer success platform that allows SaaS business to manage customers with complete visibility, a robust early warning system, and built-in playbooks…
Dr. Natalie Petouhoff
Quarks

The After-Sales Supply Chain: New Tools for Customer Experience

Data to Decisions
B2B and B2C Firms Must Emphasize Post-Sales Servicing of Customers in the Digital Economy Post-sale relationship management a growing factor in customer retention Relationships with customers often extend beyond the transaction. In both business-to-business …
Guy F. Courtin
Vendor Profile

Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: Totango Understanding Which Customer Success Management Approach Fits Best Totango, a vendor of cloud software for Customer Success Management (CSM). With subscription and recurring revenue models on the rise in software, Totango helps clients improve…
Dr. Natalie Petouhoff
Case Study

How a Disrupter in the Wine Business Leads with Thoughtful Innovation

Matrix Commerce
Case Study: Netsuite Free Flow Wines' Distribution Model is Disrupting the Wine IndustryFree Flow Wines introduced a new distribution model that is helping it gain market share in the highly regulated wine business. Its innovation – wine packaged in kegs …
Guy F. Courtin
Vendor Profile

ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: ServiceSource® Understanding Which Customer Success Management Approach Fits Best ServiceSource® provides B2B companies with technology- enabled services, cloud software and best-practice processes to improve customer success,…
Dr. Natalie Petouhoff
Vendor Profile

Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Next-Generation Customer Experience
Vendor Profile: Gainsight Understanding Which Customer Success Management Approach Fits Best Gainsight is one of the leading vendors of Customer Success Management (CSM) software. Gainsight helps businesses grow faster by reducing customer churn, increasing upsell…
Dr. Natalie Petouhoff
Premium Research

Experience Management: How to Deliver Integrated Customer Experiences

Data to Decisions
Transform Ordinary Experiences into Superb Experiences That Keep Brand Promises  The shift to digital marketing and commerce as well as mobile interactions brings a massive transformation to how brands and organizations engage prospects and customers. Customer experience…
Dr. Natalie Petouhoff
Quarks

The Five Interconnected Internet of Things Business Models

Data to Decisions
Capitalization on IoT Requires A Strategy to Nurture These Five Interconnected Business Opportunities  Constellation predicts there will be over 80 billion sensors in connected devices by 2020. There also will be 100 million viral connections added per minute. Both the…
Guy F. Courtin, R Ray Wang