Having a conversation with customers through AI Ken Dodelin, vice president of conversational AI products at Capital One, talks with Tonya Hall about the company's innovations to integrate AI into banking. While I get set to release my newest book -- about a month from now -- I'm going to run some excerpts (maybe) and some awesome guest posts (definitely). That way, those of you starved for knowledge, which usually means your condition after you've read my stuff, will not be, because these guest posts are on topics of necessary interest and are also meaty (or veggie, if you aren't a meat eater). Also: Best Buy, the worst buy: Lessons from the field and onlineI'm starting this with Elizabeth MacAuley-Italiano, someone I'm happy to say is an expert on customer engagement. I've met her -- and been duly impressed -- over the past few months by her acumen, knowledge, and skills (pretty much all there is to be impressed with in a human being), Oh, and her good nature. That's the … [Read more...] about Customer engagement: Context, meaning, and measurement
Customer service vs customer experience
In the interests of disclosure, I was writing this SAP piece as a brief part of a "Random Thoughts" post that would kind of mirror the format of my upcoming podcast - which will begin with the official launch of my website - the56group.com - in a month or two. And then it -- as "it" often does -- spiraled out of control. Or into a long cycle of control, depending on how mad you think I am. (Mad as in crazy, not angry.) So, I split this into two parts. Random thoughts will be coming, but first: SAP's pivot, with a perspective of what it means to the industry and to SAP as a company -- not as a different version of their tech stack.Here goes:Industry News: SAP announces pivot to the front office - a formerly brief perspectiveEver since SAP announced their pivoting to CRM at SAPPHIRE a few weeks or so ago, the headlines have been rife with SAP positioning itself against Salesforce; SAP recognizing the value of the CRM market and its continued dynamic growth; and SAP's determination to … [Read more...] about SAP pivots as the customer turns 2018
Over the last couple of years LG has been releasing amazing flagship smartphones, but it tends to get little respect for its efforts in a crowded Android smartphone market. The LG V10 is arguably one of the best smartphones of 2015, yet I've yet to see one out in the public.LG acknowledges the competitive environment and with its new LG G5 modular smartphone it looks to stand out from all the others with smart accessories and connected devices. With the removable battery, removable microSD card, metal uni-body design and modularity, the LG G5 may be the best enterprise Android smartphone available in 2016. Let's take a closer look at the first smartphone accessories and smart connected devices for the LG G5. The connected companion devices are part of the new LG Playground ecosystem and are known as LG Friends.LG Cam Plus Mobile world congress 2016 Samsung launches Galaxy S7, S7 edge: Is it worth an upgrade? Lenovo launches tablet aimed at business users HP unveils the Elite x3, … [Read more...] about LG offers a unique customer experience through G5 modular smartphone accessories
NoticeRegistration for the 2016 CRM Watchlist is now open! Please send me an email at [email protected] if you are interested in participating. In return, you will get a registration form. Fill that out completely and send it back and the questionnaire for the 2016 Watchlist will come. Previously And the winners of the 2015 CRM Watchlist are... Lifetime Achievement Award goes to CRM Magazine Elites, Part 1: EY Advisory, the highest scorer Elites, Part 2: Microsoft gets ecosystems Elites, Part 3: PROS Salesforce does it again Marketing takes the stage The suites less sweet - NetSuite, Oracle, SAP Customer Engagement, Part I - Lithium, Medallia Customer Engagement Part 2: NICE, SAS, Verint CRM Watchlist 2015 Winners: Customer Engagement Part 3 CRM Watchlist 2015 Winners: The reviews march on to Blackbaud and Gigya CRM Watchlist 2015 Winners: InsideView and Xactly Coveo and Infusionsoft - ready, able, breaking new ground Customer Engagement puts … [Read more...] about CRM Watchlist 2015, Customer Engagement, Part I
If you noticed more buffering and sputtering when streaming video from Netflix a few months ago, you weren't alone. But who was really to blame? Your broadband provider or Netflix?Netflix, which earlier this year reluctantly agreed to pay interconnection fees to broadband providers, has suggested that Comcast is to blame because it's violating principles of Net neutrality, which are all about keeping the Internet free and open. Comcast has vigorously denied these assertions. Still, questions remain and confusion abounds over how the two ideas are linked or whether they should be linked at all. The confusion deepened with statements earlier this year by Netflix CEO Reed Hastings, who called on the FCC to adopt to ensure Netflix subscribers get flawless access to their streaming video. So it comes as little surprise that as people try to understand the Net neutrality debate that's taking shape in Washington, D.C., right now, they would confuse it with the public dispute between … [Read more...] about Comcast vs. Netflix: Is this really about Net neutrality?