CRM

Creating ‘always-on’ Customer Service

The retail industry is evolving further and faster than ever before. In a challenging economy, competition is fierce, underpinned by aggressive price wars and new market players. Physical and digital worlds are converging. Everything is connected. The pace of change is exponential. And the possibilities for improving how we work and live are literally limitless. …

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5 Things Your Community Bank Can Do to Improve Customer Experience

As basic financial services like checking accounts and Internet banking become increasingly commoditized, it’s more important than ever for community banks to create unique value propositions to attract and retain key customer segments. Demands for 24/7 self-service banking access continue to increase (especially among emerging millennials) and human-to-human interaction becomes increasingly rare due to decreased …

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The Future of Customer Engagement

One would think that with so much customer data available, in so many places, companies would know exactly how and where to engage with their customers most effectively. But in fact, the distance between companies and their customers has never been wider. Why? Because traditional customer service systems and CRMs just aren’t up to the task of tackling today’s decentralized,  fragmented …

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Delivering Real-time Enterprise Information Integration for Unified Access from ESG

The wealth and volume of content and data, including new applications and data sources, cloud computing, SaaS, email, SharePoint and public content, have made information integration more important than ever.  Organizations must constantly think about new ways to connect and enrich all these sources and address the need for real-time data. ESG’s Brian Babineau explores …

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