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Is Your CEO Committed to Delivering a Great Customer Experience?

Consumers have been adopting disruptive digital technologies in their daily lives at a rapid pace. Customers went from being limited to brick-and-mortar stores to researching, comparing and buying a company's products and services online. Along with those shifts came a change in how customers communicate with companies. ...

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How Committed Is Your CEO to a Great Customer Experience?

Consumers have been adopting disruptive digital technologies in their daily lives at a rapid pace. Customers went from being limited to brick-and-mortar stores to researching, comparing and buying a company's products and services online. Along with those shifts came a change in how customers communicate with companies. ...

OPINION

Top CRM Blogs of 2018: Countdown, Part 1

17. Dr. Natalie Petouhoff It takes some kind of skill to jump wildly from topic to topic and still seem like you're discussing the same theme in a coherent way. That sums up Dr. Natalie Petouhoff's blog in 2018 -- all over the map, yes, but headed somewhere with a purpose.

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The Top 20 CRM Blogs of 2017: Countdown, Part 1

18. Natalie Petouhoff Natalie Petouhoff, Ph.D., may be a Salesforce VP (and program executive in the Innovation and Transformation Center, to be exact), but her blog is completely vendor-agnostic, and she assiduously sticks to a purely educational tone.

Clarabridge Delivers Retail Banking Package

By 2018, millennial incomes in the United States are projected to hit US$3.4 trillion a year, surpassing that of baby boomers, said Natalie Petouhoff, a principal analyst at Constellation Research "As this generation of digital natives gains more spending power, retail banks n...

Sales, Marketing Poised for AI Revolution

AI and machine learning can transform what businesses know about customers, said Natalie Petouhoff, a principal analyst at Constellation Research However, the technology "needs to mature [so] it's easily used by regular business users," she told CRM Buyer.

Salesforce Releases Texting Customer Service Chatbot

LiveMessage "is a good example of the consumerization of IT affecting a corporate application," noted Natalie Petouhoff, a principal analyst at Constellation Research LiveMessage will resolve consumer frustration caused by corporate solutions that limit two-way communications ...

Einstein to Make Dreamforce Appearance

"We have moved from real-time analytics to predictive analytics," noted Natalie Petouhoff, a principal analyst at Constellation Research. "Understanding your customer is not enough. Predicting what they need and want is the competitive advantage for companies that want to inn...

Amazon, Walmart Gear Up for Summer E-Commerce Throwdown

"Customers crave convenience," remarked Natalie Petouhoff, a principal analyst at Constellation Research. "However, that convenience has to deliver on the brand promise of what a customer wants and needs," she told the E-Commerce Times....

Microsoft Dynamics Rides the IoT Wave

"Digital transformation is synonymous with customer experience in that it's truly intelligent customer engagement," said Natalie Petouhoff, principal analyst atConstellation Research "Companies must empower their sales, service and marketing employees while harnessing the powe...

Fusion Launches Enterprise Cloud Contact Center Solution

Most contact centers use several different technologies from various vendors, noted Natalie Petouhoff, principal analyst at Constellation Research However, "the idea that customers can focus on increasing productivity and improving their customers' experience instead of having...

Chatbots Drive Shopify’s Kit CRM Deal

"Connecting commerce and customer service is where the ROI is," said Natalie Petouhoff, a principal analyst at Constellation Research Customer service or conversational social are not only about serving customers but also "largely about lead conversion," she told CRM Buyer, al...

Microsoft Dynamics CRM 2016 Focuses on Intelligence

"What they are doing in mobility is very important because it surfaces CRM data for key sales activities, accounts and deals, and mobile marketing with SMS capabilities," said Natalie Petouhoff, principal analyst atConstellation Research Microsoft's use of machine learning and...

Twitter’s Periscope Allows Live Stream Replays

The world at large already has made that shift from text to video, because video requires less of a commitment from users, explained Natalie Petouhoff, vice president and principal analyst at Constellation Research. Twitter reported about 500 million "logged out users" last year -- that is, people who view embedded tweets on other websites...

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Tweeting CRM: Short and Sweet

"The business has to set real business goals for it to be more than a passing fad," social media expert Natalie Petouhoff told CRM Buyer. Goals for Twitter CRM might include customer service, public relations, marketing, customer acquisition, customer retention, or some combi...

OPINION

Fixing Customer Complaints in a World Gone Social

In the same panel discussion, social media analyst Natalie Petouhoff offered a solution: "Raise the bar on service for everyone." That advice is on target -- but raising the bar is easier said than done -- and that's partly due to the nature of social media. Businesses have ad...

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