Aggregated enterprise architecture wisdom
Kate Leggett You need a CRM vision to gather momentum around such a large – and potentially strategic initiative. The first CRM vendor that gave us the tools to do so was Oracle with their CX vision. Oracle’s point of view was that CRM enabled companies to support…
Modern CRM is about better serving and supporting customers during their journey. It empowers companies to form an emotional bond with their customers by looking out for their best interests. It empowers customer-facing employees with the right data an…
CRM is more than two decades old. Companies initially used it to provide “inside-out” efficiencies – operational efficiencies for sales, marketing, and customer service organizations. Companies would easily argue its’ business benefits by m…
In the age of the customer, consumers have more information, more choices, more access, and more power. But they don’t have more time. That’s why the companies that attract, win and retain customers focus on delivering the tenets of great e…
Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use several channels at the same time – like web and phone – if it makes sense to do so. We know that customers use self service as a first point […]
AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer service for these services is going to look much different than it does now. AI today is still in its infancy; AI applications span discrete capabilities, all of which are […]
AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze and Google get us to our destination more effectively, Lyft and Uber precisely communicate arrival times of our drivers. Consumers are starting to expect intelligent experiences – personal, contextual to […]