Month: March 2008

9 reasons for boosting your CRM with virtual agents (IVAs)
CRM and CX

9 reasons for boosting your CRM with virtual agents (IVAs)

Virtualisation of customer services interaction was quoted by Time (March 2008) as being one of the ‘10 ideas which are changing the world‘. Pascal Levy-Garboua, Director, Business Development of Virtuoz.com, a leading-edge provider of IVA (intelligent virtual agents) technology, is giving us more insight into the future of customer relationship…
Building software to accurately reflect the work “place”
Digital technology

Building software to accurately reflect the work “place”

Building software to accurately reflect the work “place” Although IT vendors can proudly claim that computer technology is nearly ubiquitous in business today, many managers remain quite skeptical of the ability of software solutions to help them learn about the different realities of business practice. In spite of constant technological…
ideagoras: pushing the research and development envelope
Marketing & Innovation

ideagoras: pushing the research and development envelope

This morning I delivered my speech on innovation at Thales University in the southwest of Paris for the second time since 2007. On top of the usual presentation describing what is meant by innovation, how one defines it, and what are the expectations of the clients (mainly in outsourcing), as…
Has e-mail usage in the enterprise gone any better … or worse?
Web, Internet and the Economy

Has e-mail usage in the enterprise gone any better … or worse?

At first sight, this question about e-mail usage might seem ludicrous. But in actual fact it’s not. In 1999 I wrote an article for a French online magazine related to e-mail usage in the professional sphere in which I was drawing my own conclusions after 10 years of e-mail usage…
innovation in outsourcing: definitely not a pipe-dream
Marketing & Innovation

innovation in outsourcing: definitely not a pipe-dream

At Cisco France’s request, I wrote this brief article on the role that innovation can play in customer relationships. This article will be published shortly in their client publication, which is entitled Ciscomag. I have added a few recent references to this core material. The main purpose of this article…
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