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 »
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 »
Retailers typically take something of a hit to their customer service satisfaction levels during the holiday shopping season, due to the high volumes handled during that time. But Zendesk’s latest… Read more »
The fourth quarter of 2013 found companies grappling to manage the transformation being brought on by cloud, mobile, analytics, and social technologies. Firms must now adapt to all this new technology… Read more »
Customer expectations are rising, but companies are failing to meet them. That’s what the folks at Zendesk are reporting with their latest global customer survey, The omnichannel customer service gap. In… Read more »
Social media and the Internet have made customer service issues more acute; and holistic, omni-channel support is becoming the norm. However, customers are least satisfied with their service interactions through social… Read more »
“Social customer service” refers to those services that provide customer support via social media channels. Providing such services is no longer merely a niche or specialty sideline. Challengers, or disruptors who… Read more »