Currently viewing the tag: "experience"
(this is a cross-post of a short post I wrote for Ciboodle, a client, to introduce a research white paper I wrote)
I recently wrote an article about what an Experience Continuum is –published at MyCustomer.com – and how organizations can go about adopting the model.
It is not as simple as [...]
I am doing a Webinar with the incredible Brent Leary and Jacada Wednesday on the topic of Social Experience.
Preparing for this was quite interesting. I was working with some of the slides I have on Social Experience (available on Slideshare) and thinking about the questions that I get almost [...]
Yesterday, May 5 1020, I presented on how to evolve traditional customer experiences into socially-enhanced customer experiences at Parafest 2010.
Here are the slides, feel free to shoot me an email with any questions or comments.
Para fest 2010 changing the experience
View more presentations [...]
Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in [...]
Almost as soon as I clicked the button to publish my previous entry I received an email from United in regards to my tweets from yesterday (not of all of them were kind).
Here is the text of the email:
Dear Mr. Kolsky:
I’m sorry to learn that you [...]
This a tale of six airports, 16 hours, and one long failed experience.
It has two parts, first the story and then the lessons learned from it. Critical learning: experiences are not about technology, are about people. Read on.
Disclosure: I hate all airlines equally, and don’t expect to ever be paid by any of [...]
I came back last night from the RightNow Technologies User Group meeting (you will see another blog today about my “experience” getting here).
It was a great experience; it corroborated what I’ve been thinking lately: SCRM is not at the 101 (introductory) level as we all thought, it is actually at the remedial level.
We [...]
Cloud computing and social business enablement are more closely linked than most people realize. The success of one will likely increase the likelihood of success of the other.
Today Nexidia announced a new solution that allows call centers to use speech analytics in real time.
Normally this would have been very cool by itself (despite what you see in movies the technology we have cannot yet select a phone conversation from among millions – or even thousands – based on [...]
