ResearchThe customer-experience mandate: Build lasting engagement with better websites
Immersive, seamless web experiences that attract and engage customers for lasting relationships require updated platforms and flexible infrastructure. Read more »
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Immersive, seamless web experiences that attract and engage customers for lasting relationships require updated platforms and flexible infrastructure. Read more »
Manufacturing, accounting, and other back office applications will migrate to the cloud slower than business analytics in the next 12 to 24 months. Strategic adopters are using cloud-based analytics to complement new business. Read more »
IT rates security and poor customer experience as high risks or potential costs from using marketing technologies on big commercial sites. They’re less concerned about vendor management issues. Read more »
The platform has been set up in partnership with a firm called Mila, who did the same with Swisscom last year. Thankfully, it does not appear to be a replacement for… Read more »
The most effective organizations have the identity infrastructure in place to generate a single, unified view of their customer for better consumer engagement. However, as more applications, devices, and things come… Read more »
I was passed on to a supervisor. Then to another supervisor, and another and another. We went round and round for weeks. Weeks turned into months, during which I was still… Read more »
The not-at-all-creepily-named “digital engagement” firm LivePerson has bought a German startup called Synchronite for its co-browsing technology. The deal should help LivePerson boost its real-time customer service product by allowing agents… Read more »
Customer service is becoming more painful for consumers who have more devices and a DIY ethos. StepOne offers software that can pick up context clues to figure out who’s calling and… Read more »
Gamification has broken through to mainstream coverage and threatens future ubiquity. This week saw a slew of stories on the trend. An ABC News roundup covered applications ranging from health to… Read more »
During the first quarter of 2014, changes in technology meant new products on the market, new roles in the enterprise, and structural changes for the IT department. Read more »