Zendesk Illuminates Customer Data

Zendesk has rolled out a new analytics and data visualization tool that sits on top of its flagship customer service platform. Called "Zendesk Insights," it is available to the company's Plus and...
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Google Glass Service Could Make All Customers Feel Special

Virgin Atlantic recently announced the expansion of a pilot project in which flight attendants use Google Glass to meet and greet customers. For the initial project, the airline equipped the concierge...
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Toward a More Perfect CRM

"Perfection is the enemy of completion" is a bastardization of a translation of the first line of a poem by Voltaire. That makes the saying itself sort of an example of what Voltaire was talking...
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Show Season Observations

Not that the shows ever end, but as I regain my spot on the ground, I have a few observations from the many shows that I have been to or read about over the last eight weeks. First, if you think...
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Card Fraud Hits 1 in 4 Consumers Worldwide: Report

As many as a quarter of the world's consumers were victimized by card fraud in the past five years, and financial institutions are losing customers as a result, suggests ACI Worldwide research....
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Verizon Flips Off Chromebook Pixel Customers

Though early purchasers of the LTE model of Google's Chromebook Pixel were promised two years of limited data, it appears Verizon has reneged on those assurances. The WiFi-only Pixel cost $1,299...
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Five9 Adds Social, Mobile to Its Cloud Call Center Repertoire

Five9 has introduced Summer Release 2014, the latest version of its cloud contact center software. The company's first major release since its 8.1 launch last year, it follows Five9's acquisition...
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Path Adds Another Avenue for Mobile Gabfest

Path has hived off its mobile-only messaging service as a standalone app named "Talk," it said Friday. It also ended limits on the number of friends users can communicate with, and announced its...
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The Amazon Fire Phone’s Mayday Effect

Amazon unveiled its Fire Phone this week, sparking wide interest, if not acclaim. The Fire Phone comes with some innovative features: a dynamic perspective display made possible by six cameras...
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Break the Language Barrier by Learning Your Customers’ Native Tongues

If you live in the English-speaking world, you've been exposed to the stereotype of the snotty Parisian. One of the characteristics of this stereotype is that Parisians refuse to speak English....
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