Follow ZDNet - Social CRM: The Conversation, filter it, and define how you want to receive the news (via Email, RSS, Telegram, WhatsApp etc.) https://follow.it/zdnet51 Sat, 18 Sep 2021 13:00:49 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpNNaxf_a6Kd6CY3L745TL_ Verint CMO Celia Fleischaker takes us through why empathy isn't just being in the shoes of the customer, but is a pathway to the actual customer truth in a very explicit, granular way.]]> Mon, 02 Aug 2021 13:00:02 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpNNaxf_a6Kd6CY3L745TL_ https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqbXQ3G6OIU0iejEQ2Mq9rY Who are the people who need to get involved in using the intelligence, information and insights gathered to turn them into a program that works? Ford Galvin puts it together in this second of three parts.]]> Mon, 19 Jul 2021 17:12:49 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqbXQ3G6OIU0iejEQ2Mq9rY https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpCtk8znEbs2ilmFkX7M1Jw PROS Chief AI Strategist Dr. Michael Wu outlines a valuable maturity model for AI - something sorely needed as AI increasingly becomes a necessity and a commodity.]]> Wed, 30 Jun 2021 15:42:42 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpCtk8znEbs2ilmFkX7M1Jw https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpilg9FQp82bSejEQ2Mq9rY Are the 21st century's "Roaring 20s" as exciting as the 20th century's? Jeff Nicholson -- CRM leader, industry veteran and visionary --forsees everything from autonomous experiences to bionic workforces. See the world through Jeff's eyes.]]> Mon, 07 Jun 2021 18:39:00 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpilg9FQp82bSejEQ2Mq9rY https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fr6MzYIoRbcPCejEQ2Mq9rY At the very least, this knowledge will prevent you from making deadly mistakes in your business. At best, you'll retain and grow your customer base beyond what you are likely to have thought possible.]]> Tue, 01 Jun 2021 13:00:04 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fr6MzYIoRbcPCejEQ2Mq9rY https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqRG9EZ-WiYYeT5HJgy6HUf COVID-19 accelerated interest in business model transformation. Not only does the PC/video games industry' model serve y the 21st century business and customer well -- but its completeness and "reusable components" are ideal for the post-COVID world.]]> Mon, 17 May 2021 13:00:03 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqRG9EZ-WiYYeT5HJgy6HUf https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fq0W_5NWB8iMV1cWWor9YPv We are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocksa, CEO of PUG Interactive, has figured out how to measure engagement -- and he may be onto something.]]> Tue, 30 Mar 2021 13:00:04 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fq0W_5NWB8iMV1cWWor9YPv https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqUnNJncQNTaqCY3L745TL_ Clubhouse is a phenomenon. It is overrun by noise and the signal is hard to find. Does it and its categorical parent -- social audio -- have a future? Read on and find out the good and the ugly/bad and you make the call.]]> Mon, 01 Mar 2021 14:00:04 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqUnNJncQNTaqCY3L745TL_ https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fp3HMyrR-G-sZVjH6qdYdAk The CRM Watchlist 2022 is now open for registration.]]> Thu, 14 Jan 2021 14:00:04 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fp3HMyrR-G-sZVjH6qdYdAk https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqWeStzNnErFps0ohxaO6Yr 2021 is the year that new ways of interacting with new business models -- and transformed cultures -- are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological advances will be necessary? Paul Greenberg consults his crystal ball.]]> Wed, 13 Jan 2021 22:06:00 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqWeStzNnErFps0ohxaO6Yr https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fp430V2_-ycZ5VjH6qdYdAk COVID-19 has posed some business-changing challenges for retail. Dr. Yuping Liu-Thompkins teams up with David King and Dr. Bonnie Holub of Teradata to make a solid argument for the use of analytics to help retailers figure out how to deal with those challenges.]]> Tue, 24 Nov 2020 13:00:03 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fp430V2_-ycZ5VjH6qdYdAk https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqHddv-utuIrnn9ye8UNv30 Ignite 2020 provided a look at what's in store for Microsoft's business products and services in the next few months. More important than Ignite, however, is Microsoft acquisition of gaming industry giant ZeniMax Media. Here's why it matters.]]> Mon, 28 Sep 2020 17:29:00 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqHddv-utuIrnn9ye8UNv30 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fr79D8aoNbdunn9ye8UNv30 Conversations around CX are generally on the emotional state of the customer and their relationship with the company. But how can this be quantified? Nancy Porte, Verint's VP of Global Customer Experience, tells you how.]]> Tue, 22 Sep 2020 15:00:04 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fr79D8aoNbdunn9ye8UNv30 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fodhxLtDLiVNOzdsCmHakzH Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees.]]> Tue, 08 Sep 2020 14:28:58 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fodhxLtDLiVNOzdsCmHakzH https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpAtkF2XEbJ-Hn9ye8UNv30 These COVID times have forced many of us to consider not just how we are going to communicate, but how we are going to create and distribute content. Turns out, equipment and production values really do matter. Paul Greenberg provides an amateur's guide to everything required for delivering high definition values to your audience.]]> Tue, 01 Sep 2020 15:35:14 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpAtkF2XEbJ-Hn9ye8UNv30 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3frx5qJQ_NrY-ezdsCmHakzH Sports has suffered during the pandemic, with shortened seasons, no fans in seats, reduced revenues. The San Jose Sharks lead the way in showing teams in whatever sport how to innovate in times of crisis and keep fans engaged. This is so cool - and so valuable.]]> Mon, 24 Aug 2020 14:39:00 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3frx5qJQ_NrY-ezdsCmHakzH https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpvQir447f1BZVjH6qdYdAk Companies talk all day about "frictionless experiences." Aarron Spinley begs to differ. Frictionless doesn't go with Experience. Not a match. Read on and Aarron will tell you why.]]> Tue, 30 Jun 2020 15:00:00 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fpvQir447f1BZVjH6qdYdAk https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3frRlH51aF_Pd5VjH6qdYdAk SAP's new CEO, Christian Klein, gave a speech to a global virtual audience on June 15. Was he able to define a new direction for SAP? Yes and no. How was it as a virtual event? Read on.]]> Tue, 23 Jun 2020 18:35:33 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3frRlH51aF_Pd5VjH6qdYdAk https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fq9aiIhLXEkGKCY3L745TL_ Marshall Lager, thought leader, influencer in the CRM/CX world, speaks to the after-economy: What should we be looking for and what we might do. Pay close attention.]]> Mon, 08 Jun 2020 16:00:08 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fq9aiIhLXEkGKCY3L745TL_ https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqScgu4QSb2z-T5HJgy6HUf The hopeful news and human creativity continues relentlessly. Read about the latest though shorter (not less) than usual. Watch the videos. The pandemic will pass but the countless episodes of human good will be remembered.]]> Tue, 12 May 2020 00:08:26 +0200 https://api.follow.it/track-rss-story-click/v3/3StZ2NyZ3fqScgu4QSb2z-T5HJgy6HUf