Editor's Picks

Thought Leadership Articles

Advanced Voice of Customer Analytics: Get Out of the Survey Rut and Start Winning...

Regular readers of my CX/VoC articles may recall that in 2011 I proposed that Chief Customer Officers needed a "Voice of Customer Command Center"...

Why Every Business Leader Needs to Experience How a Customer Feels

“When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion”— Dale Carnegie. When was the last time,...

Verint Doubles Down on “Engagement” Strategy, Pushes VoC Unification

Last week I had an enjoyable visit to Orlando, Florida, for Verint's annual Engage conference. I'd like to share some highlights and comments about...

How to Reduce Support Costs with Customer Education and Onboarding

Historically, companies have evolved into siloed functional units such as Support Services, Professional Services, and Education Services. In today’s world, innovative companies are increasingly...

Think Tank Discussions

Of dinosaurs and meteors: 2 different (and contentious) models of technology...

As a result of easy-to-acquire SaaS tools and pressure to harness the relatively unknown possibilities of emerging technologies before competitors do, companies are increasingly bypassing the heavyweight “requirements gathering” processes of classic enterprise IT and, instead, more quickly trying new software apps to see what works. Some of these adoptions iterate and evolve. Some get tossed on the scrap heap. But speed and a test-and-learn approach are favored.

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