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Andrea Incalza
Member Since: 14th Jul 2009
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Andrea Incalza
Collaborative BI and Social CRM Project Manager Decisyon
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16th Apr 2015

A new Service perspective: you are the products you use.

A new paradigm for Customer Service is increasingly leading the way during the last weeks. A paradigm which is based on the new Internet of...
Blog
28th Oct 2014

Where is your Social Caring team?

Many applications are struggling in the Social CRM market space nowadays and more and more are trying to “verticalize” their features in...
Blog
17th Oct 2012

The Multi and Cross Channel Debate in Customer Service

Let’s talk about a very interesting debate between Esteban Kolsky and Wim Rampen on the importance of a multi channel interaction / service...
Blog
11th Sep 2012

Interview with Paolo Bergamini (Genesys Lab Business Solutions Director)

Disclaimer : some weeks ago I've been invited by Genesys Lab Italy to attend the European edition of G-Force 2012 in Barcelona as a CRM...
Blog
29th May 2012

Interview with Bian Salins (British Telecom)

Bian Salins is the Head of Social Media Innovation and Customer Service for British Telecom . She comes from a previous editorial...
Blog
27th Feb 2012

Back to the future of CRM?

You know what? It's strange but in few days I've read two really interesting posts written by well-known CRM experts Mark Tamis and...
Blog
8th Dec 2011

Social customer service: Is it worth it or not?

Let me explain my personal perspective about this topic cause I see a lot of focus on the importance of providing an innovative customer...
Blog
17th Nov 2011

The real CRM side of listening and monitoring

I don’t want to say anything but the obvious. Even if it’s difficult to find lots of posts or articles in which you can read explicitly...
Blog

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