by Pam Flores | Jun 17, 2014 | Community
Earlier this month, my colleague Colleen wrote a very interesting post on the Topography of Twitter Networks that laid out the six network types on Twitter and explained how each network has a different structure of connection and influence. Her blog provided insights...
by Cheryl Treleaven | May 28, 2014 | Thought Leadership
Customer service departments have long played an integral role in the delivery of quality customer experience for brands, service providers and B2B organizations. Traditionally, they provide an important one-to-one communication channel to troubleshoot problems,...
by Cheryl Treleaven | Jul 16, 2013 | Community
A state-of-art customer experience considers multiple touch points as a connected whole rather than islands of isolated experience. Many organizations today do a great job managing individual touch points as single moments of truth, but fail to understand their...
