Tag: customer

June 29, 2022

Do you know why your customers are getting in touch? Disruptive technologies have made it easier to anticipate customer intent. For example, data-driven AI chatbots can pick off the easier customer queries, while IVR (Interactive Voice response) can automate the […]

July 28, 2020

While some industries such as hospitality and transportation find themselves operating in markets where spending has drastically changed, other industries like grocers and home entertainment have seen unprecedented growth. Regardless of the challenges, there is a clear need for agility […]

January 7, 2020

Why should the business and IT collaborate? Really, the question is why wouldn’t they collaborate? More and more, business units like sales, marketing, service, and operations have direct interactions with customers that are enabled or empowered by technology — technology […]

December 3, 2019

The link between great customer experiences and long-term business success has never been clearer. Eighty-four percent of customers now say that the experience a company provides is as important as its products and services. For most companies, technology is at […]

November 5, 2019

Your IT department probably doesn’t interact directly with your company’s customers very often. That’s because IT teams have a different set of ‘customers’ to serve: your other business units. Without the technology solutions developed by IT, those other business units […]

September 23, 2019

It’s no surprise to hear someone in dental education say that good hygiene is the key to a perfect smile, but it turns out that’s true of your ERP and CRM tools as well as your teeth. That’s been the […]

July 24, 2019

When was the last time you answered these three questions from the perspective of your client or customer: Why you? Why now? What makes you relevant? Better yet, when was the last time that you asked them for their candid […]

April 6, 2018

The 24/7 digital feedback loops at the heart of modern digital business models require CIOs to face head on the inadequacies of yesterday’s technology delivery models. In my last “Shifting the focus from IT to your customer feedback loop,” I […]