• No more RTFM and better CXM. OMG! It turns out that people do read the manual
  A while back, I talked about Technical Documentation not being sexy. It isn't. I mean, how many analysts, bloggers and commentators really want to deliberate the whys and wherefores of the user manual that no one reads, or the troubleshooting guide no one searches for? In the big shiny world of CXM, this unsexiness doesn't fly. But let's not confuse sexiness with the stuff that really matters to customers.
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• One Store, A Million Different Faces: The Personalization Conundrum for eCommerce marketers
  Don't let your mannequins gather dust. In the supposedly near-dead world of bricks and mortar, the way to keep things fresh and keep shoppers' heads turning as they walk by, is for the merchandizer to entice and inspire with an exciting and relevant store window display.
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• one-third of consumers have switched suppliers after bad customer service
  [24]7 announced that UK consumers are now willing to take action when faced with poor customer service, according to new research released today. More than one-third of consumers have switched suppliers as a result of bad service and three in ten have not signed up to a service because of the bad customer service they received initially.
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• Online is where you are #realworld #online
  I'm early, waiting at a restaurant for friends. On my way, I checked out this restaurant's menu on their mobile website so I have a good idea of what I'll order. In fact, I already ordered a special cocktail that had rave reviews on a 3rd party website.
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• Optimizing the Shopper’s Experience for Christmas 2013
  It’s April and retailers everywhere are planning for the 2013 Holiday shopping season. We also realize that you are probably laser-focused on making sure your marketing dollars and efforts are spent on revenue generating activities, i.e. acquiring new customers, developing existing customer and winning back those who have strayed.
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• Outcome Metrics vs Ego Metrics
  This January, a CMO of a large company told me she was thrilled that her team tweeted 1.2 million times in 2012—surpassing its goal of 1 million. These kinds of “ego metrics”—website page views, Facebook fans, conference attendees, etc.—look great on a dashboard but don’t really move the needle for the business. I believe we should track outcome metrics, not activities.
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• P.V. Kannan | Our vision is to make customer interaction fun
  Bangalore: P.V. Kannan is CEO and co-founder of 24/7 Inc., a predictive analytics-led customer service firm based in the US that boasts top banks, credit card companies and airlines as clients.
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• Predictive Customer Experience Solutions
  247-Inc.’s predictive customer experience, (PX) platform is the first to deliver an unmatched end-to-end experience across online, speech & mobile channels. Providing predictive customer experience solutions, it leverages customers to be more confident.
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• Predictive Experience Platform
  “[24]7’s Predictive Experience (PX) platform is the first to deliver an unparalleled end-to-end experience across online, speech and mobile channels. By leveraging PX your customers become more confident utilizing self-service, live chat or voice.
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• Predictive Experience Platform
  [24]7 Predictive Experience Platform uses big data, prediction, and real-time decisioning to deliver better sales and customer service outcomes across your online, mobile, and voice channels.
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• Px Mobile On Boarding
  [24]7 inc. introduces On Boarding, the latest solution in [Px] Mobile family of Customer Service Apps. With the On Boarding app you can Anticipate your Customers' Questions and Challenges and you can personalize offers and new services to your customers all by a simple tap of the screen.
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• Px Online Mileage Travel
  [24]7 Inc. introduces Mileage Travel app, the latest solution in [Px] Online family of Customer Service apps that anticipates your customer intent.
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• Raising Eyebrows…and the Customer Service Bar
  As you may have noticed, [24]7 has a new face, and we’re raising awareness these days--as well as some eyebrows (see 1:52 in the video, where what we’re doing is so futuristic it’s compared to “fantasy life”)—across the industry with our recent partnership news with Microsoft, and the honest comments we’ve made on what we like to call the “Customer Service Stone Age”—basically the currently state of customer service and how technology can be leveraged to improve the customer experience.
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• Redefining Banking Customer Experience
  We at [24]7 make banking easy for consumers by delivering an intuitive experience. Our banking customer experience solutions help banks and credit card issuers in customer acquisition, activation, up-selling and cross-selling of products.
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• Redefining Banking Customer Experience
  247-Inc. redefines the banking customer experience by delivering the best consumer experience. Our banking solutions help banks, credit card issuers & insurance companies provide exceptional customer support and helps resolve issues in easy steps.
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• Retail Customer Experience Management
  247-Inc., enhances the retail customer experience by helping large retailers boost sales and deliver superior customer service. Retail customer experience applications utilize data in real time to maximize revenues by identifying high-value shoppers across channels.
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• Retail Customer Experience Management
  Our retail customer experience applications utilize our customer’s data in real time to maximize revenues by automatically identifying high-value shoppers across channels and deliver seamless “concierge-style” assistance.
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• SDL Campaign Management & Analytics Names Joe Stanhope CSO
  A big welcome to Joe Stanhope, a former Forrester analyst and industry veteran, to the SDL Campaign Management & Analytics division.
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• SDL Tridion 2013 introduces a project-driven approach to content
  Now that we’ve released SDL Tridion 2013, I’d like to talk about why I believe the new features will really make a difference to our customers. Imagine you’re a company that needs to publish your 2013 Interim Report. This publish action usually includes a dedicated landing page, related text, accompanying images, and the PDF of the report. You might also want a page with report highlights and of course, the press release in your News section. To create even more awareness, you also want to create an event page for your upcoming AGM and place a banner ad on your home page too.
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• Self-service Suite for Government
  Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today formally announced Lagan Connect2Tell,a suite of applications that support Government Channel Shift strategies via the Web,Smartphones and Social Media applications like Twitter and Facebook
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