Natalie Petouhoff
Natalie Petouhoff, Ph.D.
Natalie L. Petouhoff, Ph.D., is VP in Service Cloud helping customers to understand the importance of Service Customer to the whole brand, including marketing, sales, engineering and guiding customers to disrupt what they have always done and transform the tools and processesagent's use to service customers and the overall customer experience. The author of four books, she often appears on TV to provide insight from more than 20 yrs of leadership experience. She helps companies to create their customer service strategies and calculate the ROI.
NEW STUDY: Christmas Music and Décor Before Thanksgiving Make Them Lose Their Temper
SOASTA, a performance analytics firm, announced the results of its 2015 Holiday Retail Readiness Survey, which revealed: 66% of Americans expect they will lose their temper...
Tech Startup RevJet Reveals World’s First Creative Side Platform (CSP)
One way to enter the marketplace is to do all your development stealth-style and then announce to the world what you have created. And...
Breaking Big: Teradata Believes We are in the Internet of Analytics vs #IOT
Teradata announced two new breakthrough software capabilities that empower business users to uncover and operationalize the insights hidden within Internet of Things (IoT) data. These...
Five Gottcha’s To Lookout for When Leading Customer Experience
The importance of leading the customer experience cannot be understated. However, if the CMO steps into this role, there are risks that come along...
7 Principles To Drive Success Factors For CMOs to Thrive When Leading Customer Experience
As brands realize Customer Experience Management is key to their overall strategy and long-term growth, our research at Constellation found CMOs should consider the...
Should the Chief Marketing Officer (CMO) Oversee the Whole Customer Experience?
Customers, Value Chain and The Customer Experience Imperative Should the CMO oversee the whole customer experience? Today, the value chain in business has gone from...
Microsoft and Salesforce Strengthen Strategic Partnership at Dreamforce 2015
Sometimes it does take a village. Yesterday’s product development would have been a bunch of developers, with lot’s of diet coke, cheese burgers and...
2015 Cars Online “The Selfie Experience” Study by Capgemni
As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience”. Phones have...
Productivity Drives Customer Engagement
Wondering how to get the ROI out of your CRM software? There’s many things that will affect it. One is productivity and it’s affect...
Is Email Dead Or Very Much Alive in Our Work and Play?
Some people say email is dead. Other’s know it’s not because they spend over half their day checking and responding to email. To find...
IOT: Salesforce Introduces New Service Cloud Lightning Console and Wave Analytics App
By 2020 it is estimated that there will be over 50 billion connected devices. And that means that consumers will be more connected than ever...
Stitch Labs: Democratizing Commerce and Empowering Retailers
Stitch Lab’s mission is to democratize commerce and empower retailers by providing resources to improve their businesses as well as their employee’s lives. Stitch is an...
Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy
Buyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles...
Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)
Buyer’s Guide for Customer Success Management: Totango I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles...
Mintigo: Advanced Predictive Analytics for Marketers
Being able to make better use of your Marketing leads is the difference between closing deals and not. One of the most important aspects...
Maximizing Personalization to Differentiate Brands While Increasing ROI, & Loyalty Customer Experiences
Is Personalization At Scale Possible? Personalization at scale has long been a desired capability of many Marketers. Being able to deliver personalized messages would...
Mobile Customer Relationship Management: Mobile is the New CRM
Will The Mobile Device Ever Live Up to It’s Potential? Everyone in mobile commerce has been waiting to see mobile commerce take off. While...
Verint® Acquires Telligent® to Extend Online Community Customer Experience
TweetAs you might recall, Telligent®, acquired Zimbra, whose purpose was to help organizations enhance support, drive digital transformation and to ensure brand consistency. Today,...
A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced Customer Solution
There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago,...
ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)
Welcome back to Part 2 of my vendor profile of ServiceSource®. If you’d like the full report, just scroll to the bottom of this...