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

Top Threats Facing Your Contact Center

Incorporating stellar call center software is of the utmost importance for any flourishing business, regardless of its size. That’s because the right solutions are often your first line of defense in proactively preparing for threats against your contact center. As you sharpen the pencil and take out the calculator to figure out how to weave these solutions into your business...
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