Join Forbes and Oracle for CX Service Journey Mapping Workshops this December in a City Near You

Are you passionate about customer service? Do you fall asleep at night brainstorming ways to better engage customers, empower agents, and adapt quickly to market changes? Then we have just the event...
0 comment

The Danger of Believing in a 360-Degree Customer View

When you’re at sea, you take navigation very seriously. The 360-degree arc of the compass is the tool by which you take a bearing and understand where you are going, especially when you’re...
0 comment

Starwood’s Keyless Entry Streamlines Hotel Check-In

Starwood Hotels and Resorts Worldwide -- which owns and manages a number of high-end hotel brands including the St. Regis, The Luxury Collection, W, Westin, Le Méridien, Sheraton, Four Points...
0 comment

Pegasystems Glides Through Social, Mobile Channels

Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega...
0 comment

A Customer Experience Secret Weapon

There aren't many areas in business where processes used to save money and maximize deal sizes also result in a better customer experience. The exact opposite is usually the case -- the drive to...
0 comment

Apple Pay May Leave CurrentC in the Dust

Apple's debut of Apple Pay has been more than a little bumpy, and the company may be in for some additional negative press about its competitive position before the dust settles. However, there...
0 comment

Video Webcast: Forbes Insights Executive Survey: What 300+ VPs Say about Modernizing Customer Service on Nov. 13 11 am PT / 2 pm ET

Want to be the first to know how you measure up against other customer service executives? Need to know the moves they are making so you can stay ahead?Then join us for this video webcast on November 13...
0 comment

Analyzing Big Data

Xactly continues its pioneering ways by analyzing anonymous data collected by its customers in compensation management. If you aren't familiar with the company or its groundbreaking market analysis,...
0 comment

A Signpost on the Road to Marketing Automation

As technologies mature, two nice things typically happen: the price falls and capabilities rise. Soon almost everyone can take advantage of it. Consider cell phones. They were expensive, bulky status...
0 comment

Lowe’s Gives Robotic Customer Service a Good Name

Lowe's soon will add two robots to the customer-service staff at one of its San Jose, California, stores. Called "OSHbot," the robots will assist customers at the Lowe's-owned Orchard Supply Hardware...
0 comment