Omer Minkara, Author at Aberdeen Strategy & Research

About Omer Minkara

Omer Minkara is the Vice President, Principal Analyst at Aberdeen, researching Best-in-Class practices and emerging trends in the technologies and business processes used to enhance customer experience across multiple interaction channels (e.g. social, mobile, web, email and call center). He has an MBA degree from Babson College, where he participated in the launch of a technology company, creating a customer acquisition and engagement strategy, and developing all the operational and financial forecasts for the enterprise.

NICE Interactions 2018 Recap
NICE Interactions 2018 Recap

Analytics and Business Intelligence, Customer Experience Management and Contact Center, Information Technology and ITSM, Intent, Marketing and Sales

NICE Interactions 2018 Recap

Last week, I traveled to Orlando to attend Interactions 2018. This post reveals several takeaways from discussions with company executives and customers at the event.

By Omer Minkara|2019-08-28T15:35:23-04:00May 22nd, 2018|Analytics and Business Intelligence, Customer Experience Management and Contact Center, Information Technology and ITSM, Intent, Marketing and Sales|

The Divide Between Customer Service and Marketing is Costing Your Business
The Divide Between Customer Service and Marketing is Costing Your Business

Blogposts

The Divide Between Customer Service and Marketing is Costing Your Business

A company's brand image is shaped by everyone in the business, from back office, to Sales, to third-party distributors, to public posts on social media platforms. Leading companies are improving customer experience metrics and avoiding risks like public customer rants by aligning customer service and marketing programs.

By Omer Minkara|2019-02-21T09:41:45-05:00February 12th, 2018|Blogposts|

Customer Experience Trends 2018 – Part 4
Customer Experience Trends 2018 – Part 4

Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales

Customer Experience Trends 2018 – Part 4

In this last article of our top customer experience (CX) trends and best practices for 2018, we’ll explore two additional processes CX leaders have set their eyes on: rediscovering the fundamentals of CX programs, and augmented intelligence.

By Omer Minkara|2019-02-21T09:42:13-05:00February 12th, 2018|Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales|

Customer Experience Trends 2018 – Part 3
Customer Experience Trends 2018 – Part 3

Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales

Customer Experience Trends 2018 – Part 3

This installment of our CX Trends 2018 series examines two process trends CX executives are increasingly focusing on in 2018 and beyond.

By Omer Minkara|2019-02-21T09:42:29-05:00February 1st, 2018|Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales|

Customer Experience Trends 2018 – Part 2
Customer Experience Trends 2018 – Part 2

Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales

Customer Experience Trends 2018 – Part 2

In this second article in our series of customer experience (CX) trends, we’ll continue observing the top technologies CX leaders plan to incorporate into their activities in 2018.

By Omer Minkara|2019-02-21T09:42:36-05:00January 29th, 2018|Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales|

Customer Experience Trends 2018 – Part 1
Customer Experience Trends 2018 – Part 1

Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales

Customer Experience Trends 2018 – Part 1

Aberdeen surveyed CX leaders in companies across the globe to determine the technologies and processes they currently use to achieve Best-in-Class results.

By Omer Minkara|2019-02-21T09:42:42-05:00January 19th, 2018|Customer Experience Management and Contact Center, Information Technology and ITSM, Marketing and Sales|

How to Avoid Failure in Your Customer Experience Strategy Planning for 2018
How to Avoid Failure in Your Customer Experience Strategy Planning for 2018

Customer Experience Management and Contact Center, Marketing and Sales

How to Avoid Failure in Your Customer Experience Strategy Planning for 2018

As in years past, there is no shortage of recommendations outlining the top trends, strategies, and technologies companies must use to succeed in 2018. And therein lies the problem.

By Omer Minkara|2019-02-21T09:42:50-05:00January 2nd, 2018|Customer Experience Management and Contact Center, Marketing and Sales|

Cisco Acquiring Broadsoft: View from the Contact Center
Cisco Acquiring Broadsoft: View from the Contact Center

Featured Articles, Manufacturing and Engineering, Marketing and Sales

Cisco Acquiring Broadsoft: View from the Contact Center

After Cisco announced its offer to acquire Broadsoft last week, I wanted to explore how the combination of Cisco and Broadsoft’s capabilities could change the contact center space.

By Omer Minkara|2020-08-05T13:14:42-04:00November 13th, 2017|Featured Articles, Manufacturing and Engineering, Marketing and Sales|