Customer Self Service: The Future is Now

Gearing customer service towards the next generation of customers has given some businesses a head start on tomorrow's marketplace. This doesn't mean that businesses are to forget about today's market and current customers. But the ability to anticipate what customers are going to want tomorrow gives businesses an edge on the competition. So what does... Read More

The Customer Lifecycle: Discover, Explore, Commit, Engage

Managing the customer life cycle today means service providers must manage customer relationships through a variety of touch points. But just establishing a presence in a channel is not enough: the quality of the interaction must be frictionless and satisfying to the end user. Read this article to learn more about Forrester research's thoughts on... Read More