E-Commerce, Online, Mobile
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10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals
Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients
by Patricia SeyboldCustomers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? -
Digital Transformation at Sears Holdings
Data-driven Personalization Fuels a Member-Centric Strategy
by Patricia Seybold, Susan AldrichSince 2009, Sears Holdings (Sears, K-Mart and related brands) have promoted a rewards program called "Shop Your Way" to turn shoppers into members. The loyalty program is supported by big data analytics and targeted, personalized marketing. At the same time, the retailer has innovated in cross-channel customer experience. -
Next IT Alme, Version 2.2
Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions
by Mitchell KramerWe 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. -
Oracle Service Cloud Virtual Assistant
A Good Solution for Oracle Service Cloud Subscribers
by Mitchell KramerHere’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. -
How Good Is Apple Pay’s Ecosystem?
How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?
by Patricia SeyboldHow 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? -
Framework for Evaluating Customer Service Software
Delivering Answers and Solutions; Creating and Resolving Cases
by Mitchell KramerUse this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application. -
How Apple Pay Stacks Up
How Well Does Apple Pay Meet Consumers’ Critical Needs?
by Patricia SeyboldOur preliminary Customers.com report card on the Apple Pay customer experience focuses on consumers’ four customer-critical moments of truth. Apple Pay Mobile E-Wallet earns grades from B+ in security to D in where you can use it. -
Desk.com from Salesforce.com
Customer Service for Small and Growing Businesses
by Mitchell KramerDesk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report. -
Apple/IBM Enterprise MobileFirst Partnership
Will Enterprise IT Execs & Mobile App Developers Embrace IBM’s MobileFirst iOS Offerings?
by Patricia SeyboldThis partnership to support mobile devices and apps in the enterprise is significant. IBM will sell, support, and manage iDevices and apps that can integrate into back-end systems. -
IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitchell KramerThrough its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn. -
Priorities for Microsoft’s New CEO
Focus on Cross-Platform Mobile Application Development & Customer Clouds
by Patricia SeyboldOpen Letter from Patty Seybold to Satya Nadella, Microsoft’s new CEO, about what Microsoft’s strategy should be to save Microsoft’s bacon. -
Cloud Computing in 2015
End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations
by Patricia SeyboldCustomers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready? -
How Valuable and Sustainable Is Twitter’s Customer Ecosystem?
What Is a Twitter End-Customer Worth to Investors?
by Patricia SeyboldTwitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform. -
Robocalls: Annoying and Illegal
Avoid This Customer-Unfriendly Practice Except for Appointment Reminders
by Ronni MarshakSo, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you do about it? -
Why the Healthcare.gov Insurance Exchange Bombed
Policy Makers Insisted on a Customer-Unfriendly Workflow
by Patricia SeyboldThe long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why. -
Lumosity Harnesses 45 Million Brains
A Customer Ecosystem Focused on Improving Our Brains’ Performance
by Patricia SeyboldLumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance. -
Good Service, but Missed Opportunity for Greatness
A Recommendation for Peapod Grocery Delivery Service
by Ronni MarshakPeapod grocery delivery service does a fine job of customer service, but a recent experience revealed a barrier between what they know about a customer and the customer service department. -
Agilent’s Virtuous Circle of Personalization
Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement
by Susan AldrichAgilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement. -
Have We Consented to Government Surveillance?
Do Citizens, Residents, and People in Other Countries Have a Right to Privacy in the Digital Age?
by Patricia SeyboldEdward Snowden’s whistle-blowing on the NSA, and Glenn Greenwald’s documentation of the technologies and processes used, are a wake-up call for citizens who believe that their private communications should remain private. -
DuckDuckGo Respects Our Privacy
Fast, Simple Search with an Open Customer-Friendly Ecosystem
by Patricia SeyboldPeople who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution.
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