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

How Does Your Contact Center's Cloud Look?

Take a moment to observe how your contact center looks with and without the cloud. If you’re at a loss as to where your contact center falls on the cloud spectrum, consider first the potential disconnections happening in the use of your existing technology to accomplish business critical functions. For example, how satisfied are your virtual agents? Are they empowered...
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