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  • Customer Experience: Social & Web Merge And Become Hyper-Personal

    #12. Social & Web Merge And Become Hyper-Personal The idea of “social media” is going away. As social networks merge into our content, we will stop looking at them as separate things, and instead as one, integrated platform. One need only look at the Apache Rave (based on open social) concept to see how social…

  • The Web vs. Mobile Apps: How iOS and Android Are Disrupting The Open Internet

    The sometimes-blind rush towards mobile apps has begun to concern me. For one, there’s little question that the proprietary element of apps — including their developer APIs, associated app stores, and underlying run-time platform and ecosystem — represents a very slippery slope back to the old days before the broad adoption of open standards (which…

  • Marketers Look to Integrate Email, Social, Mobile – eMarketer

    Business executives said email, social media and mobile were all effective marketing channels for building customer loyalty and retention. In fact, 67% of business executives worldwide said email was a valued asset to achieving this goal, with 48% saying the same for social media and 35% for mobile. via emarketer.com Interesting numbers: 64 % of…

  • Discussions around Zero e-mail Policy

    The zero email policy isn’t really a policy at all.  It’s a fantasy.  …  The idea that a large organization is eliminating the only means of a communication technology that easily and efficiently enables any user to communicate with anyone else in the organization because of information pollution, is the operational equivalent of abolishing mobile…

  • Work 3.0 is just getting underway

    Work 1.0 was rigid, single-employer, and on location, probably what describes your grandfather’s career. Work 2.0 was about more flexible work schedules, better collaboration between remote teams and some ability to take work home with you. It’s sort of the model that’s still in place at big tech firms in Silicon Valley. Work 3.0 is…

  • Servicebranche weiß nicht, was Kunden denken – Alzheimer-Syndrom statt personalisierte Dienste | Ich sag mal

    Deutschen Unternehmen gelingt es nicht, ihren Kunden einen personalisierten Service zu bieten. So lautet das zentrale Ergebnis einer Umfrage, die von den Marktforschungsunternehmen Vanson Bourne und Opinion Matters im Auftrag von Pegasystems durchgeführt wurde, … Was davon zu halten ist, erlebe ich bei meinen Hotline-Abenteuern: Defekter Kundenservice und das Alzheimer-Syndrom der Call Center. 50 Prozent…