Tricia Morris articles
Why Culture Comes First in Digital Transformation
According to IDC FutureScape predictions , by the end of 2017, two-thirds of the CEOs of Global 2000 companies will have digital transformation at the center of their corporate strategy.
13 Haunting Customer Service Statistics
It’s frightening how much expectations for customer service have grown over the past few years.
21 Statistics Shaping Digital Transformation Fortunes
Digital transformation – while many have been talking the talk since the start of the decade, eye-opening and disruptive changes and events have led more and more businesses and organizations to begin…
Collaboration Not Only Increases Sales, It Improves…
While many organizations aspire to create a culture of collaboration, today’s truth is that legacy technology, geography and other challenges tend to keep departments, people and knowledge siloed…
16 Stunning Statistics that Forecast the Future of the Internet of Things
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020.
60% of Consumers Have Stopped Doing Business with a Brand Due to Poor Customer Service
Delighting customers is not the key to consistently satisfying customer service. One, it’s hard to do consistently.
10 Tips to Empower Customer Service Agents
With customer service and customer experience beginning to overtake price and product as brand differentiators, big investments have been made over the past few years in empowering customers with more…
For Self-Service Success: Focus on Customers First, Not Cost Savings
As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave?
Buy or Bye? Why Customer Service is Increasingly Key to Retail Success
Today’s retail customer is always shopping around – in store, online, on the phone.
Microsoft Dynamics CRM 2016 Wins Gold Stevie Award
Microsoft is not only in the game when it comes to customer service and customer engagement; it’s in it to win it.