Articles

  • Next IT Alme, Version 2.2

    Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions

    by
    We evaluate Alme--a virtual assistant that supports single question-single answer interactions and complex, directed, goal-based dialogs in nearly any language. Alme delivers answers, resolutions, and actions.
    Jun. 24, 2015
    Technologies
    click to read more
  • Un-Empowered Employee Limits a CX "Save"

    Microtel Tries its Best, but can't Completely Remedy a Bad Situation

    by
    A loyal hotel patron expects front line customer service rep to be able to reimburse for minor losses. How much leeway should a front line service rep be given?
    Jun. 3, 2015
    All Members
    click to read more
  • IBM Watson Engagement Advisor Update

    Virtual Assistants that Use Cognitive Technology to Think and Learn

    by
    How does IBM Watson Engagement Advisor stack up in providing virtual assisted-service across customer service channels? Its virtual assistants can answer many types of customers’ questions and, through usage, can learn to answer more of them.
    May. 22, 2015
    Technologies
    click to read more
  • Malaysia Airlines

    Can Digital Transformation Help the Turnaround?

    by ,
    Malaysia Airlines embraced digital marketing from 2012 to 2014 by migrating to a unified marketing platform and partnering with experts. When twin disasters struck in 2014, marketing was able to communicate to customers in real time via social media.
    May. 12, 2015
    All Members
    click to read more
  • Suncorp Group Increases Online Revenues

    A Digital Transformation Success Story

    by
    Digital Transformation can be a key to effective marketing. Learn how Suncorp Group’s digital strategy, combined with a digital marketing maturity model, is leading to impressive results.
    Apr. 29, 2015
    All Members
    click to read more
  • Angie’s List Doesn’t Arm Its Front-Line Troops

    Don’t Ask for Customer Feedback if You Don’t Know What’s Going On

    by
    A recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on!
    Apr. 16, 2015
    All Members
    click to read more
  • Unsubscribe Me!

    How Easily Do You Let Customers Go, and How Well Do You Entice Them to Come Back?

    by
    Suffering from email overload? Start using those unsubscribe links on most email communications. But you will find that it is easier to get off some companies’ lists than others.
    Apr. 2, 2015
    Strategies
    click to read more
  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

    by
    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
    Strategies
    click to read more
  • Creating Customer-Centric Websites

    Ensure that Your Customers Can Easily Accomplish What They Came to Do

    by
    Your web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles?
    Mar. 5, 2015
    All Members
    click to read more
  • Oracle Service Cloud Virtual Assistant

    A Good Solution for Oracle Service Cloud Subscribers

    by
    Here’s our evaluation of Oracle Service Cloud Virtual Assistant. It bundles good virtual agent/virtual assistant capabilities “in the box” with the Web Customer Service offering.
    Feb. 20, 2015
    Technologies
    click to read more
  • When Comcast Insults Customers

    Who’s to Blame?

    by
    When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!
    Feb. 5, 2015
    Strategies
    click to read more
  • Co-Designing Health & Care with a Community

    How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements

    by
    Boothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process.
    Jan. 29, 2015
    All Members
    click to read more
  • Three Mistakes that Make Customer Co-Design a Waste of Time and Money

    Don’t Bother If You Aren’t Going to Take Advantage of Your Customers’ Input

    by
    Not every customer co-design initiative nets improved customer relationships and financial gains. Avoid these costly errors to reap the rewards you and your customers want.
    Jan. 22, 2015
    All Members
    click to read more
  • Salesforce Service Cloud

    Capabilities for Self-Service, Assisted-Service, and Social Customer Service

    by
    Salesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation.
    Dec. 19, 2014
    Technologies
    click to read more
  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

    by
    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!
    Dec. 11, 2014
    Strategies
    click to read more
  • Designing Solutions for Aging in Place

    Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year

    by
    How do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment.
    Dec. 5, 2014
    All Members
    click to read more
  • Unreasonable Customer Policy Stories from a Real Customer

    Why Justified Indignation Can Lead to Losing Business

    by
    Have you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal.
    Nov. 19, 2014
    All Members
    click to read more
  • Educating a Generation of Change-Makers

    Meet Some Graduates of URDT’s Breakthrough Curriculum

    by ,
    For over 25 years, Uganda Rural Development and Training (URDT) has evolved and refined an educational curriculum that empowers people to become creators, leaders, and entrepreneurs. These young women are changing our world.
    Nov. 14, 2014
    All Members
    click to read more
  • How Customers Want to Buy More of Your Products

    Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns

    by
    What happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern!
    Nov. 6, 2014
    Strategies
    click to read more
  • How Good Is Apple Pay’s Ecosystem?

    How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

    by
    How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?
    Oct. 31, 2014
    Strategies
    click to read more