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Larry Ellison’s Priorities? Not His Customers!
by Patricia Seybold in ForumOn September 24th, Larry Ellison committed a major customer experience faux pas. He was an unexpected no show for his final keynote speech at Oracle OpenWorld, Oracle’s annual meeting of ... -
Oracle Service Cloud Social Experience
Built-In Social Monitoring, Analysis, and Interaction
by Mitchell Kramer in ArticlesOracle Service Cloud Social Experience provides social customer service by monitoring and analyzing social posts on Facebook, Twitter, RSS feeds, and internal communities and interacting with social posters. Social Experience ... -
Salesforce Radian6: An Insight Ecosystem
The Social Monitoring, Analysis, and Interaction Application of Salesforce Marketing Cloud
by Mitchell Kramer in ArticlesRadian6 is the Salesforce Marketing Cloud component that does social monitoring, analysis, and interaction. This is a strong customer social-service offering that is easy to learn and easy to use, ... -
How Should the Disclosures about NSA Snooping Change Things?
by Patricia Seybold in ForumI can’t ignore Edward Snowden’s whistle-blowing revelation: The US government is snooping much more than our US Constitution allows on the private communications of its citizens, residents, and even lawmakers. ... -
Why Privacy Is a Luxury in the Next Generation of Computing
by Patricia Seybold in ForumScott Jordan is a member of Patty’s Pioneers, and he serves as the curator for our private online discussion group, providing a literal flood of savory tidbits for our minds ... -
Customer Service Supplier and Product Update 1Q2013
1Q2013 Was a Good Quarter for Customer Service
by Mitchell Kramer in ArticlesFirst quarters in software are typically seasonally slow. Not so for customer service. For this quarter, customer growth was the highlight, and it drove good financial performance resulted. Product and ... -
The Future of Computing
New Wealth Will Conform to Old Patterns
by Scott Jordan in ArticlesScott Jordan is a nano-physicist who has been thinking about the future of highly personal computing—computing on and around our person--and its relationship to the “new wealth,” e.g., gnostic power, ... -
IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
by Mitchell Kramer in ArticlesIntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy ... -
Clarabridge Analyze, Collaborate, and Engage
Voice of the Customer Monitoring, Analysis, and Interaction
by Mitchell Kramer in ArticlesSocial-service products help suppliers deliver customer service to the social cloud. Clarabridge provides a suite of tools that let you monitor and analyze customer conversations on social media, and, if ... -
New Metaphors Spur Innovation
How We Describe Things Impacts How We Think about Using Them
by Peter Horne in ArticlesWhat if we started thinking in new ways about computer systems, networks, devices and the software they contain? What new metaphors should we use? Why are metaphors important? How do ... -
Amazon’s AutoRip: Will It Lure Customers Off iTunes?
by Patricia Seybold in ForumI think that Amazon’s AutoRip is brilliant, including the way the company just quietly started doing it, surprising and delighting most customers who suddenly discovered that they had a whole ... -
Salesforce.com Service Cloud Winter ’13
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell Kramer in ArticlesSalesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Service Cloud. Read our evaluation. Although the offering needs improvement in its analytic ... -
Amazon Takes on Apple in Digital Music
Combined CDs and AutoRip Make Amazon Cloud Player More Enticing
by Patricia Seybold in ArticlesDo you like surprises? Many Amazon customers were surprised to discover that Amazon had given them a free gift: digital MP3 files of the music from CDs they had purchased ... -
Amazon’s Next Moves
It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives
by Patricia Seybold in ArticlesAmazon is as important as Apple, Google, and Facebook in transforming how we get things done. In 2013, as Amazon introduces its own phones, you’ll have Amazon ease at your ... -
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