Kana Connect 2014: Connecting the Dots Between Customer and Employee Journeys

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Speakers highlight the problem of service gaps between channels; Verint Engagement Analytics is announced.

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Whose Customer Experience Is It Anyway?

Miscommunication and division between lines of business can spell a customer exodus.

Michele Masterson | Sep 18, 2014
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Social Communities May Be the Ticket to Winning Customer Satisfaction

It may take a village to keep your customers happy and improve your bottom line, but you need patience.

Michele Masterson | Sep 11, 2014
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Fail to Deliver Great Customer Service to Millennials at Your Own Risk

Companies that ignore this generation can kiss their brands good-bye.

Michele Masterson | Sep 04, 2014
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Customer Service Experience 2014 Day Three: Vendors, Stop Confusing the Customer Service Buyer

You say tomato, I say tomahto—let's just call it customer service.

Michele Masterson | Aug 21, 2014
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Customer Service Experience 2014 Day Two: Don't Even Think About Hanging Up on Mobile

Mobile devices are changing the paradigm of how to think about the customer experience.

Michele Masterson | Aug 20, 2014
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Customer Experience 2014: How to Influence and Win Customers

Want to really please your customers? Step away from technology for a minute and go old school.

Michele Masterson | Aug 19, 2014
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So Why Aren't You Using Social Media for Customer Service?

Even if you don't have a social media presence, your customers do. Meet them at least halfway.

Michele Masterson | Aug 14, 2014