a Sift Media publication

MyCustomer.com

How to make your social service desk a success
MyCustomer.com examines how brands are successful integrating social into their service operations.
No customer experience spin for Adobe as it sets out its CEM stall
John Mellor tells MyC why customer experience has become a vendor battleground and why Adobe's approach is unique.
Behavioural economics in the call centre: To BE or not to BE?
Service has changed radically in the last 20 years - can behavioural economics add value to customer interaction?
10 lessons to dispel the customer experience disillusionment
You don't need the Next Big Thing, says Shaun Smith, you just need to get your CEM right.
Customer service apps: The future of service or silly fad?
MyCustomer.com exmaines the growth, predictions and adoption of customer service apps.

Mike Grafham, Yammer: How to drive social adoption throughout your business

21/05/2012 - 01:10

Mike Grafham, head of customer success EMEA at Yammer, provides some insight and advice on executing a social business strategy.

IT service desks clueless over call costs - study

21/05/2012 - 01:09

Nearly 80% of IT service desks have no idea how much each call they are handling actually costs, according to new research.

Are these the three major trends for social business?

21/05/2012 - 01:08

Presenting at the Webcom conference in Montreal, analyst Jeremiah Owyang provides three predictions likely to impact the social business space.

Real-time decision-making a customer service differentiator - study

21/05/2012 - 01:06

Contact centre vendors are delivering real-time decision making technology but few contact centres are quick to adopt, according to Ovum.

Infographic: How mobile is leading the email revolution

21/05/2012 - 01:05

With 88% of emails now read via a mobile phone daily, this new infographic from Return Path explains how mobile devices are changing how and where we read emails.

VoC: What’s wrong with VoC and how do you get it right? (Part II)

21/05/2012 - 01:02

Acting decisively on VoC generated customer insight to improve the customer experience by making the proper changes is the second big failing in the VoC arena, says Maz Iqbal.

Missouni Hotel: Beautiful shoes, customer compliments and surprising service

21/05/2012 - 01:02

At a time when vendors are trying to monetise every service, Lior Arussy examines a business that has chosen the opposite direction.

Benioff sets sights on the CMO with Marketing Cloud ambitions

21/05/2012 - 00:42

Salesforce.com's Marketing Cloud plans begin to solidify as Benioff eyes the opportunity ahead.

Salesforce.com: Benioff dreaming of a $10bn a year business

18/05/2012 - 13:46

Salesforce.com's quarterly results were better than expected and enough to please Wall Street. Now its CEO is thinking bigger.

NetSuite announces commerce as a service

18/05/2012 - 12:53

NetSuite has announced the transformation of its Cloud ERP/CRM business management application into a commerce-aware platform.

What does the Facebook IPO mean for brands and marketers?

18/05/2012 - 11:26

Ahead of Facebook's IPO, Natalie Brandweiner explores the implications of the social network's floatation.

Should brands bother with Facebook advertising?

18/05/2012 - 01:14

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With new researching showing 44% of users would ‘never’ click on Facebook sponsored ads, should brands continue to include Facebook in their digital budget?