featured posts:
-
The Renaissance of Self-Service: Are CMS Vendors Ready?
Mar 24, 2016, by Ivan KotzevSelf-service has long been part of the customer service mix, dating back to user manuals, and progressing to the first IVRs, website FAQs, and experience sharing communities such as Amazon Help. Even though self-service support has a wide range of benefits and savings for consumers and businesses, its adoption has been slow – due partly to technological limitations, and to a tendency to use [...]
-
Wipro’s Marvel CX: Marrying Automation & Analytics to Improve Customer Experience
Jan 11, 2016, by Ivan KotzevThe biggest advantage of automation in CMS has been the ability to simplify, optimize and remove redundant workflow steps in the contact centers’ internal processes with the goal of improving the customer experience, and an end-game for vendors of increasing the number of value-add projects with their clients. Wipro’s Marvel CX is aiming to do exactly that. Marvel CX’s compone[...]
-
Minacs’ CRM Ecosystem: Getting Closer to the Customer with ALT CRM
Dec 18, 2015, by Ivan KotzevSince the first customer and marketing databases in the 80s, to the fully-fledged CRM platforms of the 90s, to the cloud-based CRMs of the 00s and the Social CRM of the 2010s, CRM platforms have had the same goal and challenge – to successfully match customers with companies. With the proliferation of more channels, and changing customer expectations for effortless and real-time interaction,[...]
-
The Edge of Tomorrow: Automation, AI & IoT in the Contact Center
Dec 02, 2015, by Ivan KotzevThe future of contact centers is in automation, self-learning AI, support for IoT, and engaging customers and agents at a new level. These were the major themes at the fourth annual Customer Engagement Summit in London on November 26th. Close to 700 delegates and 60 speakers met to compare notes and listen to success stories in robotics implementations, results driven by analytics, and connecting [...]
Subscribe here to receive
free blog alerts for this blog:
-
Sutherland Labs: Getting Under the Skin of Customer Behavior
Nov 18, 2015, by Ivan KotzevMinutes away from London’s Covent Garden, housed in a five-storey converted banana warehouse, is Sutherland Customer Experience Labs. This is an independent creative agency with its own P&L, offering customer experience mapping, idea generation and solution testing to Sutherland Global Services. However, three quarters of its business comes from external clients: delivering design and cu[...]
-
Risk & Reward: The Rise of the Turkish CMS Market
Nov 03, 2015, by Ivan KotzevWebhelp recently entered the Turkish CMS outsourcing market with the acquisition of Callpex, a move that is set to bring an additional €20m (~$20m) in annual revenue against its global revenue of ~$648m (2014 NelsonHall estimate). Callpex has 2,000 employees and 40 clients, and will bring with it logos in the BFSI, telecom, travel and automotive sectors, primarily in the domestic market. Thes[...]