Archive: Customer service management

Read more on: CRM and customer experience
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My first Ocado experience - it's all good

Ocado's online experience and delivery service comes close to what passes for the frictionless enterprise today. What matters though is the end to end customer experience. On this first outing, I rate them highly.

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Driving value by smart resource allocation

As businesses consider how their preferred business model can respond to changes in customer perception, we look at how alternative approaches drive value. The subscription model comes under the microscope.

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CXM - looking back and forward to 2017

Why have customer experience platforms raised as many problems as they've solved? Why does personalization at scale remain elusive? How will AI impact personalization efforts? Barb Mosher Zinck explores as she looks back and ahead at CXM. Some of the smartest folks in the industry chimed in.