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Mobile Banking on a Tear, Says Fed
March 27, 2015
The Federal Reserve Board has released its fourth annual study of consumers' mobile commerce behaviors. The report shows a continued boom in banking on mobile phones and other devices rather than at a teller desk. Central to the report's findings is the growing number of "banked" consumers -- those with full access to bank services -- who also use a smartphone.
Self-Service and the 'R' in CRM
March 25, 2015
Self-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take on more responsibility for provisioning service or making purchases. But it's not all great, and there is some interesting blowback that is causing vendors to reconsider how their offerings work. In sales, self-service has resulted in truncated sales cycles.
5 Crafty Customer-Retention Strategies
March 23, 2015
Remember all those hours you spent at the mall just hanging out, not buying a thing? Well, a lot of us just never grew up. We just moved our hangout from the local mall to the Internet. We meet our friends online, we order food online, and we window-shop online. It's a good life. That is, it's good unless you are at the receiving end of this online voyeurism.
Report: Most Insurance Customers Are Fed Up
February 27, 2015
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Positive customer experience ratings for Generation Y fell the most in North America -- 10.9 percent.
Customer Tech Support: Don't Go It Alone
February 26, 2015
You may have heard of a company called Geek Squad, but what about PlumChoice or SupportSpace? Even if you don't know their names, you may very well be doing business with them right now. Who are they? PlumChoice, SupportSpace are both relatively small companies that do business with larger companies, providing top-shelf tech support services to customers.
Parature from Microsoft Caters to Customer Service Pros
February 10, 2015
Roughly a year after it acquired Parature, Microsoft last month unveiled the Spring '15 release of Parature from Microsoft. The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. The feature set focuses on increasing the productivity of customer service teams as well as giving them additional above-the-queue insights.
Surviving 4 Inescapably Unfair Aspects of CX Delivery
December 19, 2014
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is like that: You can do extraordinary work in planning the basics and even get customers to buy from you.
Zendesk Crystallizes Mobile Customer Service
December 16, 2014
Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online mobile experiences. Zendesk Embeddables includes a mobile software development kit and Web Widget. Using these, a company can offer Zendesk's self-service functionality through a mobile app.
Things Not to Say to an Irate Customer, or Anthem's Epic Fail
December 04, 2014
I have sympathy for customer service representatives. I know that customers can be ignorant, demanding and ill-mannered. Still, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to the edge of meltdown -- or beyond. If your ears are burning, Elizabeth at Anthem Blue Cross, yes, I'm talking about you.
Salesforce Adds App Hub to Centralize Customer Service on Desk.com
November 25, 2014
Salesforce.com on Monday launched App Hub, an upgrade to its Desk.com customer service platform. App Hub features more than 50 apps for a wide range of functions including e-commerce, email marketing, telephony and text messaging. Partner apps available with Desk.com include Harvest, JIRA, MailChimp, Olark, Shopify, Twilio, Five9, NewVoiceMedia, OneReach, RingCentral and TalkDesk.
SMS: It's Not Just for Marketing Any More
November 20, 2014
There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways, said Tim Fujita Yuhas, the company's director of product management. Sometimes those uses are obvious CRM plays; sometimes they fall more under the rubric of Internet of Things.
Kana Burnishes Omnichannel Customer Engagement Tools
November 11, 2014
Kana has announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. Kana Enterprise Customer Engagement Optimization platform has been available since Oct. 31. At its core, the platform is the same, said Director of Product Marketing Kana Kelly Koelliker. It provides tools to facilitate customer engagement across multiple channels.
Webrooming Takes the Sting Out of Showrooming
November 07, 2014
Showrooming, the bane of retailers, is the consumer practice of visiting a brick-and-mortar store to test out merchandise and then buying the same model online at a cheaper price. Now there's "webrooming" -- a new buzzword for a trend that's been gaining momentum. Webrooming is the consumer practice of using the Internet to research a purchase and then going to a physical store to buy it.
Starwood's Keyless Entry Streamlines Hotel Check-In
November 04, 2014
Starwood Hotels and Resorts Worldwide -- which owns and manages a number of high-end hotel brands including the St. Regis, The Luxury Collection, W, Westin, Le Méridien, Sheraton, Four Points by Sheraton, Aloft and Element -- has announced the rollout of SPG Keyless, a tech offering that allows guests to use their smartphone as a room key. Hilton introduced similar technology earlier this year.
Pegasystems Glides Through Social, Mobile Channels
November 03, 2014
Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega Customer Service with new functionality as well, said Steve Kraus, senior director of product marketing for CRM Solutions at Pega. The end goal was to assist users offering omnichannel customer service.
Lowe's Gives Robotic Customer Service a Good Name
October 28, 2014
Lowe's soon will add two robots to the customer-service staff at one of its San Jose, California, stores. Called "OSHbot," the robots will assist customers at the Lowe's-owned Orchard Supply Hardware store by directing them to specific products and providing real-time information about promotions and inventory. The OSHbot was developed through a partnership with Fellow Robots.
Some Apple Pay Users Get Double-Billing and Double-Talk
October 22, 2014
Shortly after Apple Pay's Monday launch, some eager early users were unsettled to see duplicate charges on their accounts. Apple Pay lets iPhone 6 or iPhone 6 Plus users store credit card information on their devices and then pay for products using tap-to-pay terminals in stores, or via apps when shopping online. However, in some cases, it appears to be dinging consumers' accounts twice.
One Way Around the Mobile Net Neutrality Conundrum
October 09, 2014
Verizon Wireless may be bitterly regretting the challenge Verizon made to the FCC's Net neutrality rules. There's little doubt competing wireless providers are. Verizon in 2010 sued the FCC over its mandate that ISPs treat all Internet data the same. The D.C. Circuit Court of Appeals this year agreed with Verizon and struck down the rules. Now the FCC is putting it all back on the table.
AT&T Will Fork Over $80M for Mobile Cramming
October 09, 2014
AT&T Mobility will pay $80 million for refunds to consumers who were unlawfully billed for unauthorized third-party charges in a practice known as "mobile cramming," the Federal Trade Commission announced on Wednesday. AT&T billed customers for hundreds of millions of dollars in subscription charges -- typically in increments of $9.99 per month -- levied by other companies.
Salesforce.com Debuts Faster, Smarter Social and Mobile Tools
October 07, 2014
Salesforce.com on Tuesday unveiled two new products: Sales Cloud1 and Service Cloud1. The company has a long history of product offerings in these areas, but these new iterations have been designed to address the radical changes in the sales and service space -- namely, the emergence of social and mobile. They also are primed for action when the Internet of Things goes mainstream.
Give the Gift of Social Customer Service
September 30, 2014
Snow flurries and the smell of pine needles. Eggnog and hot apple cider. Gingerbread men and latkes. Stockings and dreidels. Ornaments and menorahs. Trips to see family, and... visits to the customer service department? The holiday season is upon us, and it isn't complete without a customer service interaction or two. Remember when there was an actual customer service counter in department stores?
Jive Software Tightens Its Connections
September 22, 2014
Jive Software recently unveiled upgrades to its Summer Cloud release of its two flagship products -- the Jive and JiveX communication and collaboration suites. There has been a slew of improvements to both suites, ranging from better UIs, mobile optimization and third-party integration to new community management tools. In particular, there has been a great deal of energy around JiveX.
FTC Gives E-tailers Bad Shipping News
September 18, 2014
The Federal Trade Commission has updated a longstanding rule governing mail- and phone-based retailers to explicitly include e-commerce vendors as well, meaning that online retailers now must abide by a 30-day shipping requirement or refund customers' payments if they can't. Merchants in violation could be sued by the FTC for injunctive relief or monetary civil penalties.
Salesforce's Investment Bodes Well for the Mobile IoC
September 08, 2014
Salesforce.com's vision of the Internet of Customers is getting clearer, and it has a decidedly mobile orientation. The company on Monday announced the launched the Salesforce1 Fund -- a dedicated fund in its newly renamed investment unit, now called "Salesforce Ventures" -- that will pour $100 million into companies building mobile apps and connected products based on the Salesforce1 Platform.

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Are you looking forward to self-driving cars?
You bet -- I'd love to have a built-in chauffeur.
Yes -- self-driving cars will save lives.
Kind of -- I'd like some self-driving features, like parking.
No -- self-driving cars are too dangerous.
No -- I don't want to give up another freedom.
Absolutely not -- I saw Terminator and I'm not letting some robot take me for a ride!
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