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A book on customer experience entitled Punk CX is bound to be entertaining, disruptive and provocative. Adrian Swinscoe made it also very insightful. With regard to Customer experience, frustration is … Lire la suite
Contact centres might be threatened with extinction. Covid-19 changed digital experiences for businesses and customers to a point that the new normal for contact centres may be no contact centres … Lire la suite
Customer service in continental Europe is often bad-mouthed. However, best practices in that area do exist. I interviewed Alexandre Oddos, COO at Vocalcom, a French-based worldwide vendor of customer relationships … Lire la suite
Is France World Champion for Sales? France, world champion of sales? Give me a break… Here is a fun content marketing exercise I thought I’d like to offer my readers … Lire la suite
Joe Pine is an expert in the world of marketing and customer experience. As one of the men who coined the term “experience economy”, he stresses the importance of creating … Lire la suite
Judging by the numbers delivered in this Salesforce Slideshare presentation, I would tend to say “yes”. Judging by the response I’m getting from my clients, I’d say “definitely yes”. There … Lire la suite
These are today’s slides for my presentation at the Sugar CRM “acceleration” conference in Paris. I will also deal with “Social” CRM and the integration of barely repeatable processes within … Lire la suite
This is the third Sugar CRM executive to be interviewed by visionary marketing.com. My first interview took place two years ago with Larry Augustin, CEO and founder of the CRM … Lire la suite
Social CRM is a hot topic these days. A couple of days ago, I was able to talk to Jan Sysmans, director of product marketing at Sugar CRM in Cupertino, … Lire la suite
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, … Lire la suite
This is a sneak preview into the forthcoming Customer Experience Management opus by Caru, A. and Cova, B: Consuming Experience published by Routledge in London. Customer Experience Marketing (CEM) Book – a … Lire la suite
