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INFOGRAPHIC: 2016 State of Global Customer Service
No matter where you are in the world today, one thing is for sure. Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and...
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Increase Customer Experience With Self-Service Portals
The first gas stations began appearing in the United States around 1909. By 1929, there were about 143,000 across the country -- and in virtually every one an attendant would fill up the tank for the...
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10 Tips to Empower Customer Service Agents
With customer service and customer experience beginning to overtake price and product as brand differentiators, big investments have been made over the past few years in empowering customers with...
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Dynamics CRM Online Now Served from Microsoft Cloud in Canada
Today in Canada we’re excited to announce the general availability of Microsoft Dynamics CRM Online served from new datacentre regions in Toronto and Quebec City. CRM Online joins Azure and...
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12 Statistics That Show Millennials Expect Even More from Customer Service
While all consumer demographics have increased expectations for customer service, it’s the world’s newest and biggest generation of customers that are creating a seismic rumbling in “I...(read more)
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60% of Consumers Have Stopped Doing Business with a Brand Due to Poor...
Delighting customers is not the key to consistently satisfying customer service. One, it’s hard to do consistently. Two, if you do it consistently, it stops being delightful and starts being an...
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Why It's (Still) Lonely at the Customer Experience Top
Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer...
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16 Stunning Statistics that Forecast the Future of the Internet of Things
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous...
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10 Things Digital Transformation Leaders Do Differently
In a new MIT Sloan Management Review and Deloitte University Press report, Aligning the Organization for Its Digital Focus , nearly 90% of more than 3,700 business executives, managers and analysts...
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Why Every Employee Should Own the Customer Experience
Who should own the customer experience? Some say it’s the CIO . Some say it’s the CMO and the marketing department. Not very many have said it’s customer service, although that seems...(read more)
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5 Ways Customer Service Can Support Marketing
Many brands and organizations are making it a priority to create a consistent and satisfying customer experience no matter what channel, department or individual the customer (or potential one)...
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64% of Millennials Say Social Media is an Effective Customer Service Channel
Love it or leave it, brands and organizations just can’t shake customer expectations for social customer service, and from Microsoft’s 2016 State of Global Customer Service Report responses...(read more)
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Become the partner of tomorrow. Register for eXtreme by Sept 11 to save!
Satya Nadella recently announced his vision to reinvent business processes, creating tremendous opportunities ahead. Changing business models are happening right in front of us. There is confusion...
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Experience Customer-Focused Innovation with Microsoft and HP
No matter the size or purpose of an organization, quality service begins with customer engagement. Consider The Travel Corporation , which uses the latest technology to improve communications...
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Collaboration Not Only Increases Sales, It Improves...
While many organizations aspire to create a culture of collaboration, today’s truth is that legacy technology, geography and other challenges tend to keep departments, people and knowledge...
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What's Driving Digital Transformation?
In recent meetings with executives in Los Angeles and Chicago, we asked if the term digital transformation was a familiar one to them. We also asked if digital transformation was underway at their...
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21 Statistics Shaping Digital Transformation Fortunes
Digital transformation - while many have been talking the talk since the start of the decade, eye-opening and disruptive changes and events have led more and more businesses and organizations to...
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Why Dynamics 365 is a game changer
When we announced Dynamics 365 earlier this year, Takeshi Numoto , Corporate Vice President, Microsoft Cloud + Enterprise, described a better world for business everywhere. “One where you can...
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Microsoft Dynamics CRM Online is first to achieve a JAB P-ATO using the...
Today we are pleased to announce that Microsoft Dynamics CRM Online Government is the first CSP to be granted a moderate level Provisional Authority to Operate (P-ATO) by the Joint Authorization...
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Holiday Rush: 3 Things Retail Can Do Now to Prepare
Thirty-six percent (36%) of Americans will begin their December holiday shopping before the month of November this year; 19% plan to have it completed by November 1. That’s according to a new...
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