Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.
Industry trend predictions cause varying levels of stress for the organizations they impact. Service directors would love to be on pace with every significant...
What customer service best practices can we learn from the man, the myth, the holiday legend? Here are ten takeaways for true believers in...
"I like stepping into the future. Therefore, I look for doorknobs."As we look ahead to what will affect and change our customer service priorities...
What does the government have in common with Zappos and Amazon.com? Probably more than you think. Over the past few years, the government has...
While all businesses want to be on the nice list when it comes to customer service, sometimes budgets, bah-humbug policies and the pressures of...
What does the near future of social media hold? Influential marketing expert Rohit Bhargava recently gave a sneak peek of seven of his annual...
Recently, Parature asked a group of customer service professionals from around the globe to offer their best customer service advice. From managers to CSRs,...
For brands, there's perhaps nothing more daunting than the virality of social media. Careless posts, tweets and video can go to newsfeeds, be retweeted,...
Not so long ago, a brand's marketing strategy revolved around pushing products through expensive advertising campaigns and rich print and online collaterals. Now, pre-...
Recently, Parature asked a group of customer service professionals from around the globe to offer their best customer service advice. From managers to CSRs,...
Recently, Parature asked a group of customer service professional from around the globe to offer their best customer service advice. From managers to CSRs,...
Four powerful influences are converging to form a customer service perfect storm for big brands. Gartner calls the confluence of social interaction, mobility, information...
Ready or not, customers are moving to social media, either because they've had trouble contacting you on other channels, because they like the convenience,...
Customer delight: it's one of the major differentiators that have placed Zappos, Starbucks and Apple on a customer service and earnings pedestal. But for...
According to the Customer Experience Impact Report from Harris Interactive, 86% of consumers will stop doing business with a company if they are dissatisfied...
There's a nightmare brewing for East Coast utility companies: FrankenStorm, a monstrous merger of hurricane and winter storm that could inflict $1 billion in...
Halloween is just around the corner, but some big brands have already had some scares this month due to social media administrators posting personal...
The big deals, one-day discounts, mad rush and limited inventory: Black Friday and Cyber Monday can test even retail's best, but a strong performance...
While customer service automation does indeed provide the opportunity to do more with less human involvement, organizations shouldn't look at it that way. Customer...
Time Warner Cable recently became the latest brand to fall victim to a viral customer service complaint on social media – and this time...
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