Social Customer Service: How Far Have We Come?
Four out of five companies are using social media as part of their customer service efforts. There's a good reason for that.
The Contact Center in 2017: Takeaways from the Aspect Analyst Summit
Aberdeen's Omer Minkara attend Aspect's recent Analyst Summit. Here's what he heard.
Oracle to Acquire NetSuite: What Does this Mean?
Will customers benefit from Oracle's acquisition of NetSuite? Aberdeen's Omer Minkara and Andrew Moravick describe how they just might!
LogMeIn Merges with Citrix GoTo: Strategic Assessment of Implications
The recently announced merger of LogMeIn and Citrix's GoTo business has a lot going for it. Will it be considered a success down the road? Aberdeen's Omer Minkara weighs in.
Customer Experience Management, HCM, and Microsoft’s Acquisition of LinkedIn
Microsoft acquired LinkedIn. Aberdeen's Omer Minkara reflects on the implications for customer experience and human capital management.
Salesforce Acquires Demandware
Does Salesforce's acquisition of Demandware mean that there's a "retail cloud" on the horizon?
Consolidations in the Contact Center Space Continue: NICE Systems Acquires inContact
On May 18, 2016 NICE Systems announced that it has entered into a definitive agreement to acquire inContact. This marks yet another turn in the long road the contact center industry has been taking towards consolidation.
Observations from ACE 2016: Setting the Stage for the ‘Consumer-to-Business’ Model
Last week I spent several days in Las Vegas attending the Aspect Customer Event (ACE). Here's what you need to know.
Content is Key to Great Customer Experience [Webinar]
Are you curious to know how other CMOs leverage content to improve the customer experience? In this upcoming webinar, Omer Minkara will describe how they do it and the results they achieve.
Are you Appealing to Your Customers’ Senses? [Webinar]
Visual engagement tools – such as co-browsing, video, and WebRTC – can bring your customer experience program to life. Omer Minkara will explain how in this webinar.