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 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...
From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community Digital Strategy
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...
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...
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...
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...
Internet of Things (IoT), Customer Behaviors and Increasing Digital Demand Signals Major Insurance Industry Disruption
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...
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...
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...
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...
High Online Spend Expected for Valentine’s Day: Adobe Introduces Retail Innovations for Marketing Cloud and A Report on Holiday...
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...
New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels
The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer...
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...
#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....
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...
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...
Capgemini Expands Its Digital Growth Strategy With The Acquisition of oinio, a Leading European Salesforce Partner
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...
#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...
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...
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...
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...