Customer Connect Blog
Rethinking customer support in a connected world
October 21 DDoS Attack: Why This One Was Different

A Denial of Service (DoS) attack is simple in concept: A malicious party sends millions of innocent-looking requests to a company’s website in an attempt to so overwhelm the server that it not only has difficulty responding to legitimate requests, it crashes altogether. Think of a mob of thousands of pranksters trying to cram their […]

Make Your CRM More Effortless with Embedded, Contextual Support

How many different systems do customer support agents in your contact center juggle at one time? If you answered 5 or more, you’re not alone. According to TSIA (Technology Services Industry Association), the average contact center agent at TSIA member companies routinely juggles 4 to 11 different systems to provide support to customers. And going […]

Join our Upcoming Webinar with Forrester Research: Customer Support Trends for 2017

It’s no secret that customer loyalty and retention have a direct impact on top line revenue. Positive brand interactions and customer experiences are a cornerstone of brand loyalty. Satisfied customers often recommend products or brands to others and are more likely to purchase from the same company again rather than buying from a competitor. How […]

The Self-Driving Car: Technology’s Surest Bet

There are very few sure things in the tech world, but the self-driving car is a slam dunk certainty. We know that every auto-maker is working on it, but it was really driven home to me (no pun intended) recently while talking to a colleague at one of the largest insurance companies in the country. […]

In the Connected World, Context is King

In the Internet of Things, and particularly in the sub-domain called the smart home, there is so much information flowing in all directions that just dealing with exceptions or trying to derive insights are no longer sufficient for the realization of all the potential value that exists. True utility is dependent on devices and systems […]

How Important is Customer Effort for Your Brand?

A few weeks ago, I co-presented a webinar (“Is Customer Effort Score the new NPS?“) with the most excellent John Ragsdale of TSIA on the role of customer effort in today’s technology brands and services organizations. The webinar gathered a lot of attention in terms of both attendance and ensuing conversations after the event. So, […]

Why What we’ve Always Done won’t Work Anymore: The Special Challenge of Launching Products for the IoT

Like a car with an engine too powerful for its frame, much of today’s Internet of Things technology seems to be outstripping our capacity to use it effectively. Even at this early stage, predictions of continuing double-digit expansion in adoption of new connected devices are showing signs of being wildly optimistic: The enthusiasm shown by […]

How Smart are Smart Homes?

Despite another wave of Smart Home devices and services entering the market following CES 2016, growth in related consumer demand is slowing, a clear indication that there are significant challenges to mainstream adoption. The complexity of securely and properly installing and managing all of these new devices – along with the lack of adequate support […]

CES 2016 Focuses on IoT —
Breaks Attendance Records

What is CES? CES, or the Consumer Electronics Show, came to a close on January 16th in Las Vegas, Nevada. CES is the almost 50-year-old annual trade show that features all the latest and greatest (and many not so) technologies and gadgets from around the world. While I’ve worked in the consumer electronics industry for […]

The Internet of Bad Things: Why Security Will Make or Break the IoT (Part 2)

NOTE: This is a two-part post. The first part is available here. The IoT security opportunity There’s a huge opportunity for some company to crown itself the brand leader in IoT security. The key will be a simple, visible, one-step way to protect devices and ecosystems. The eventual acceptance of labels boasting “Protected by X” as all […]

Resources & Events
Back to Top See Demo Contact Sales Get In Touch