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Thursday - July 3, 2014
It always happens this way. A market erupts or transitions to something new or it goes the way of the dodo and you miss the key turning point. Looking back, you can spot the telltale signs of disruption. People like me, who try to forecast these great events, have the reliability of a dartboard. Nonetheless, I'm doing it again. I am declaring that CRM is in the early phases of a major transition. [More...]

Wednesday - July 2, 2014
Zendesk has rolled out Zendesk Insights, a new analytics and data visualization tool that sits on top of its flagship customer service platform, for its Plus and Enterprise users. "One thing we have been hearing from our customers is that they want more access to the data and analytics that they produce by interacting with their own customers," said Sam Boonin, VP of product at Zendesk. [More...]

Monday - June 30, 2014
Virgin Atlantic recently announced the expansion of a pilot project in which flight attendants use Google Glass to meet and greet customers. For the initial project, the airline equipped the concierge staff in its Upper Class Wing at London's Heathrow airport with Google Glass so they would have easy access to such information as connecting flights or loyalty points. [More...]

Thursday - June 26, 2014
"Perfection is the enemy of completion" is a bastardization of a translation of the first line of a poem by Voltaire. That makes the saying itself sort of an example of what Voltaire was talking about -- but it doesn't make it any less true. In the processes we use to run our businesses and deal with customers, there's a lot of "good enough" thinking. [More...]

Wednesday - June 25, 2014
Not that the shows ever end, but as I regain my spot on the ground, I have a few observations from the many shows that I have been to or read about over the last eight weeks. First, if you think that cloud platforms are simply a nice alternative to software licenses, you should think again. It's human nature to apply new technologies to old problems, and that's what such an approach really does. [More...]

Wednesday - June 25, 2014
As many as a quarter of the world's consumers were victimized by card fraud in the past five years, and financial institutions are losing customers as a result, suggests a new study. ACI Worldwide and the Aite Group, which jointly surveyed more than 6,100 customers in 20 countries, found that 23 percent of consumers hit by card fraud changed financial institutions because they were dissatisfied. [More...]

Monday - June 23, 2014
Five9 has introduced Summer Release 2014, the latest version of its cloud contact center software. The company's first major release since its 8.1 launch last year, it follows Five9's acquisition of SoCoCare, a social engagement and mobile customer care provider. SoCoCare's feature set is part of the basis for the new release. As a result, Summer Release 2014 is now a multichannel desktop app. [More...]

Friday - June 20, 2014
Amazon unveiled its Fire Phone this week, sparking wide interest, if not acclaim. The Fire Phone comes with some innovative features: a dynamic perspective display made possible by six cameras that track the user's head and eye movements; and Firefly, an intelligent assistant that can give Apple's Siri a serious run for its money. Then there is Mayday, a support service feature. [More...]

Thursday - June 19, 2014
If you live in the English-speaking world, you've been exposed to the stereotype of the snotty Parisian who refuses to speak English. The idea is that Parisians know how -- but they won't -- and they turn up their noses at anyone who won't speak French. In my experience, that stereotype is largely wrong -- if you make an effort to communicate in any way, most Parisians are perfectly friendly. [More...]

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