Natalie Petouhoff

New Report: Neuroscience Proves Customer Experience (CX) Isn’t Just Fluff

What’s the Importance of CX? There’s a lot of talk about creating a great customer experience. Seems the world has gone from being concerned with CRM to customer experience. And every vendor is talking about it- whether its a marketing vendor, customer service vendor,...

From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community...

TweetIs social CRM dead? Depends on what you consider social CRM to be. With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer...

From the Field: Capgemini Analyst Conference #capgemniAD16

Old Dogs Can Learn New Tricks: It’s never too late to transform yourself. Having been a system’s integrator many years ago, I found the transformations happening at Capgemni very inspiring. There was a period where many system’s integrators avoided the conversation about going to cloud...

From The Field: Oracle CX Conference 2016 Report

What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and...

Capgemini Releases the World Retail Banking Report 2016: Customer Experience

TweetCapgemini and Efma today released the 2016 World Retail Banking Report (WRBR). The comprehensive survey data in this report, gathered from polls of 16,000 customers in 32 countries, as well as over 140 industry executives around the world, is designed to assist banks in understanding...

Internet of Things (IoT), Customer Behaviors and Increasing Digital Demand Signals Major Insurance Industry...

How Does IOT and Customer Behaviors Affect The Insurance Technology Companies? The World Insurance Report 2016 (WIR), released  by Capgemini, identifies multiple threats pushing the insurance industry toward massive disruption. The continued evolution of the Internet of Things (IoT), combined with changing behaviors and preferences from...

Social Cloud Customer Service Has Dismantled the Old Marketing Funnel

Old Marketing Funnel Days: In the days before social media, marketers would target key customers and go through an awareness, desire, interest and then action (buying) process; essentially the old marketing function. The marketer would start with a large number of customers at the...

Privacy vs. Protection: What Type of Customer Experience Do Consumers Want?

Congressman Ted Lieu (D-Los Angeles County) and author of  of the ENCRYPT ACT of 2016, said of statement regarding the APPLE court order: “The terrorist attack in San Bernardino was horrific and the tragic loss of innocent lives demands a strong response.  I have several deep concerns, however, about...

New Report: ROI Of Customer Service & Customer Experience

This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded paradigm. In fact, executives have long thought of customer service or customer care as a cost...

High Online Spend Expected for Valentine’s Day: Adobe Introduces Retail Innovations for Marketing Cloud...

At the NRF Retail’s BIG Show, Adobe introduced several solution innovations for the Adobe Marketing Cloud that help retailers unify data, rich content, and campaign management into one platform. The new retail innovations include: Data-driven remarketing: For the first time (via Adobe Analytics integration with Adobe Campaign), retailers...

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add...

The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result...

One in Every Five Mobile Users Actively Seeks Help While Using an App

Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift’s team of data scientists polled the company’s entire install base of 1.3 billion devices, monitoring user behavior over the course of a six-month time...

#OracleCloud Summit 2016 Trends, Updates & News

TweetI’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @DHenschen, covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @WaldorfNYC. (BTW the Waldorf Astoria has great customer service!!!) MY POV: My overall take away is that Oracle has built / are...

Why Customers Get Frustrated and What You Can Do

TweetEven though there is must talk about customer excellence in customer experience, many companies, according to customers don’t hit the mark. Intelliresponse identified 5 things brands need to do to make customer experience work. Here they are: Why? 87% of customers believe brands need to...

Social and Digital Media Requires Brands to Become Publishers

I think most brands, when they started in social and digital media didn’t realize the commitment they were heading into to be content creators or essentially publishers. But what the recent past has shown is that engaging customers in digital and social is that...

Capgemini Expands Its Digital Growth Strategy With The Acquisition of oinio, a Leading European...

Capgemini and onio: Capgemini announced the acquisition of oinio, one of Europe’s leading Salesforce partners. This acquisition will expand Capgemini’s Digital Strategy Group growth by augmenting Capgemini’s capabilities in providing digital transformation services around the Salesforce solutions and platform across Europe and Asia. Oinio, based...

#IOT CES 2016: Expect Everything That Can Be Connected Will Be Connected

CES: The Connected Internet of Things Dominates: Analysts predict by 2019 that only 49 percent of data in the cloud will be from PCs, and the biggest drivers of the shift will be smartphones and IoT.  They also expect the Industrial Internet (another euphemism for the...

Blockchain: Linux Foundation Unites Industry Leaders to Advance Blockchain Technology

What’s the News?: The Linux Foundation, the nonprofit organization enabling mass innovation through open source, today announced a new collaborative effort to advance the popular blockchain technology. The project will develop an enterprise grade, open source distributed ledger framework and free developers to focus...

New Report: Few Companies Have Evolved Into a Digital Organization

The report by Capgemini, “Organizing for Digital: Why Digital Dexterity Matters” — conducted in collaboration with MIT Center for Digital Business — reveals that digital organizations reported outperforming competitors on key performance indicators, such as customer satisfaction and innovation. The ‘digital masters’, just 7% per cent...

Consumers Can Research a Company and Schedule Appointments Faster and Easier

Often times, as a customer, you want to know a little bit more about what a company offers and when you find that information you want to be able to act on it.  With the  partnership between Verint and TimeTrade, customers will have more seamless...

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