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Electronic commerce / Customer relationship management / Customer experience / Touchpoint / Call centre / Contact centre / Loyalty business model / ECRM / Customer dynamics / Marketing / Customer experience management / Business


Document Date: 2013-07-02 14:40:19

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Company

SR Consulting / Clonmore Management / Agents / Twitter / Microsoft.net / Facebook / /

IndustryTerm

integrated solution / technology challenge / Internet-based front-end / web-based front-end / call centre technology / non-integrated technology / manifold systems / legacy technology systems / rigid systems / technology infrastructure / telephony / technology / voice-based solution / online channels / disparate systems / web forms / secure Internet site / Internet channels / finance / channel alongside your existing systems / contact technology / main call centre technology vendors / /

Organization

Harvard / /

Person

Darryl Beckford / Nicholas Toman / Matthew Dixon / Steve Harris / Karen Freeman / Cheryl Black / Simon Harrison / Simon Roncoroni / /

Position

IT director / business leader / advisors / director / interface designer / Contact centre consultant / management consultant / representative / director / the finance / customer experience consultant / /

PublishedMedium

the Harvard Business Review / /

Technology

SMS / smartphones / non-integrated technology / contact technology / call centre technology / /

SocialTag