Recent advances in CRM are closing the gap between so-so customer experiences in eCommerce and experiences that match expectations in the real world. It's a whole slew of things coming together at the right time.
Three emerging technologies - IoT, AI and drones - will reshape the future of enterprise asset management (EAM). Infor's Kevin Price explains what to expect
Speaking at ServiceNow’s annual user event in Orlando, Vodafone explains how a greater emphasis is being placed on customer experience.
Swedish bank Nordea is on a path that many banks are following, although a move away from human interaction to machine-led decision making is still in early stages. But early result are promising.
ServiceNow's new CEO John Donahoe is approaching the end of his first month in the job and is getting some clear feedback from customers about the firm's roadmap ahead.
The days of routine query handling in the call center are coming to an end. The next step is to operate the call center as a problem solving unit using network judgment techniques.
Augmented reality has huge potential to change how field service is delivered. ServiceMax chief architect Indresh Satyanarayana weighs the pros and cons
New research shows the customer service function is embracing a future that's conversational, intelligent and personalized, writes Salesforce's Gavin Mee
T-Mobile understands that the customer journey doesn't end when the relationship ends. They also understand how to help customers in an appropriate fashion when things go wrong.
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.
The nature of customer service is changing as customers become more adroit in their use of digital technologies. How is the call center responding and what does this mean for sales? The answer will surprise some.
Uber has arrived in Bradford, West Yorkshire. It's the last place I expected to see them but so far it is working out surprisingly well. Here's my assessment of why this is happening. It's not all about Uber.
First hand experience of the gig economy as the way brands are subcontracting essential after sales services is proving to be little short of a nightmare. Here's my salutary tale.