Age of the Customer with George Colony - Dreamforce 2014 Innovation Keynote

Age of the Customer with George Colony - Dreamforce 2014 Innovation Keynote

Age of the Customer with George Colony - Dreamforce 2014 Innovation Keynote

Empowered customers are disrupting every industry, ushering in a 20-year business cycle Forrester calls the age of the customer. In the age of the customer, the only sustainable competitive advantage is knowledge of and engagement with customers. The most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers. Companies will have to substantially increase investment in mobile, big data, great customer experience, and disruptive business models to win and retain customers. While companies have always, to a greater or lesser extent, called themselves "customer-centric," this is different. This is not about "customer-centric" thinking or "the customer is always right." Instead, the new power of customers the customer now matters more than any other strategic imperative.

By Vocalcom

4 Ways to Supercharge Contact Centers with Gamification

Employee motivation plays a large role in creating customer satisfaction. In contact centers, agents play an important role in delivering a quality customer experience and therefore need tools at their disposal for staying motivated and delivering their best. With the rising trend of gamification, agents can benefit from just that. Gamification is the practice of applying game thinking and activities...
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