Personalized Customer Support: A Look Inside Intelligent Data Synchronization
Personalized Customer Support: A Look Inside Intelligent Data Synchronization

During a customer support call, don’t make your customers tell your agents information that you should already know. It seems like a simple mandate, but many companies are still struggling to make support delivery a painless, personalized experience that gets customers to resolution as fast as possible. In my blog post from October, Make Your […]

CES 2017 – Spotlight on the Future of Tech Support

Every year in January, Las Vegas plays host to one of the largest trade events in the world — the Consumer Electronics Show (CES). This global gathering of consumer technologies draws more than 175,000 people to look at the latest and greatest in tech offerings. Products range from new and improved home appliances to incredible […]

Increase Customer Satisfaction with Remote Video Support

We live in an era of “right now.” So why should customers settle for anything less when it comes to getting support for their products? Something that’s been making a splash in the world of customer support as of late is remote video support. It lets customer support reps see the problem in real time […]

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 […]

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 […]

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