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  • Going multichannel will improve customer experience -- but not without a plan

    Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll need to be reachable by text. A tall order, but nothing technology won't fix, right?

    Wrong. Technology won't do a thing for them without a solid business strategy, writes Banafsheh Ghassemi in this chapter of The Multichannel Mandate e-book. That includes identifying the right mobile strategy, breaking down customer data siloes and exploring new technology such as mobile wallets and geolocation tools. Only then will companies be able to provide seamless customer service across communication channels -- serving customers on the phone, on social media and on the website -- without a rep asking them to repeat information they've already given. That, Ghassemi says, is the secret to beautiful customer relationships. Continue Reading

  • Facebook, Google use SDN to boost data center connectivity

    Internet content providers like Facebook and Google are already using SDN to improve hyperscale data center connectivity. But more could be done. Continue Reading

  • Is Facebook at Work the 'killer app' for enterprise social networks?

    Facebook at Work is going where others have trod. Will the new enterprise social networking tool fare better than its predecessors? Continue Reading

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  • How will Facebook at Work fare in the corporate social network market?

    Facebook at Work is a corporate social network tool positioned to rival Chatter, Yammer and other enterprise networking software. Can it succeed? Continue Reading

  • New, branded open network hardware model emerges

    Hyperscale data center operators have radically altered their infrastructure with open network hardware that runs a range of operating systems. As this strategy trickles down into the enterprise, vendors are unveiling branded-but-open technology. Continue Reading

  • Companies mine personal info to tailor the customer experience

    With approximately 1.3 billion users on Facebook alone and countless more on other social media sites, customers have never been more willing to submit personal information and comments about their increasingly high expectations -- as well as their experiences and problems. For companies, that means lots and lots of data. Unfortunately, many of them don’t yet understand what do with it.

    In this chapter of the e-book The Risks and Rewards of Customer Experience Management, journalist Albert McKeon reports on the business practices at several organizations working to successfully improve the customer experience through data analysis. By analyzing user information, demographics and other personal information via social media, Moviepilot -- which requires users to sign in through their Facebook account -- says it now can better predict the viewing habits of its 20 million users. Next, McKeon tackles customer experience management in healthcare. Providers and other companies, such as international auditing firm KPMG, are aiming to help providers improve patient care through data analysis of treatment patterns, costs and medical outcomes. In the current healthcare climate, however, that’s a tall order. Before finishing up, McKeon offers up a few suggestions to ensure analytics success. Continue Reading

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