Digital Disruption—The (Data) Tide Is High

  • October 22 2015
  • Resource: Loyalty Today
  • Dave Capuano

Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before.With...Read More

Better Outcomes, Less Effort

  • October 20 2015
  • Resource: Loyalty Today
  • Kelly Koelliker

Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort.Better OutcomesThe...Read More

Overcoming Customer Interaction Complexities with Customer Analytics

  • October 15 2015
  • Resource: Loyalty Today
  • Daniel Ziv

We’ve probably all heard that context is king. In the realm of understanding customer needs in an increasingly complex world, the importance of this phrase cannot be underestimated. Are you mining the wealth of data in customer analytics to...Read More

Knowledge Management—An Engine of Employee and Organizational Transformation

  • October 10 2015
  • Resource: Loyalty Today
  • John Chmaj

In previous posts we’ve examined the value of effective knowledge management (KM) on customers and on the organization. What about employees? Does it matter whether they have a knowledge base or not? Are there specific identifiable drivers...Read More

Celebrating Customer Service Week – Key to Developing Customers for Life!

  • October 08 2015
  • Resource: Loyalty Today
  • Ryan Hollenbeck

Customer Service Week is one of my favorite celebrations of the year! It gives us the opportunity to show our pride in our customer service professionals. If you are like me, there are many times you see an email from a customer talking about the...Read More

Next-Gen Desktop for Next-Gen...No...All Employees

  • October 02 2015
  • Resource: Loyalty Today
  • Scott Hays

There’s a lot of talk about “the Millennials” these days—how they live and work and interact in a digitally disrupted world. As a Sociology major, I find it fascinating. As a 55-year-old high-tech professional, I find it...Read More

Customers Do Care

  • September 30 2015
  • Resource: Loyalty Today
  • Dave Capuano

Recently I was reading a great article by Paul Greenberg titled “The clarity of definition: CRM, CE and CX. Should we care?”. As I read through the piece, which does a great job at boiling down how customers can think of these three...Read More

Knowledge Management – A Driver of Organizational Value

  • September 25 2015
  • Resource: Loyalty Today
  • John Chmaj

My team recently examined the key indicators related to knowledge management enabling support—everything from increasingly leveraging knowledge on different channels to higher-quality service interactions. It’s clear enough that good...Read More

The Role of Analytics in Retail Banking

  • September 24 2015
  • Resource: Loyalty Today
  • Jenni Palocsik

Consumers today expect financial institutions to provide the products and services they need, when and how they want them. The personal connection—or relationship—between consumers and their financial institution has been largely lost...Read More

Online Communities - An Important Part of Customer Engagement

  • September 21 2015
  • Resource: Loyalty Today
  • Dick Bucci

Verint's acquisition of Telligent, a leader in software for customer support, underscores the growing importance of customer and employee communities as an important part of customer engagement and employee collaboration.Long before the...Read More

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