Tagged: customer experience

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Customer Service in the Cloud (Part 2)


In my last post, I briefly described the first two levels of maturity in a customer service continuum, using cloud based technologies.  Implementation addresses basic capabilities with a focus on one or two channels with the objective of initial cost savings and improving customer satisfaction...


Customer Service in the Cloud


Customer Service in the Cloud One of the biggest challenges facing companies is figuring out how to serve consumers in an environment where customer engagement is rapidly shifting.  Enterprises need to be agile enough to serve their customers through the channel of their choice across...