Companies today have more data collected from more channels than they know what to do with. How can the flood of data be corralled into insight?
Aberdeen’s Omer Minkara attended Aspect’s 2015 analyst summit. Here he shares what he heard about customer engagement, the cloud, mobile, and more.
Happy National Customer Service Week! In honor of this week dedicated to delighting customers and improving customer experience, I wanted to highlight recent Aberdeen Group research reports on the topic.
Omer Minkara attended Connect 2014, the user event of KANA, a Verint Company. Here’s what he heard.
In this post, we’ll look at examples where good service, and the ensuing positive customer experience, had a positive outcome, and also explore how a negative customer experience can have far reaching consequences.
Personalization is a key ingredient of success in customer experience management (CEM).
This week at the Adobe Digital Marketing Summit in Salt Lake City, Adobe and SAP announced a partnership in which SAP will resell the Adobe Marketing Cloud with SAP HANA and the hybris Commerce Suite to support omni-channel marketing and eCommerce.