On March 20 Salesforce announced it had agreed to buy MuleSoft, a maker of API data integration software, for $6.5 Billion. The announcement was met with skepticism in some quarters, with..
Here's a look back at our three most popular dBrief blog posts for 2016. We'll be back next week to start off 2017 with a new dBrief. Happy holidays to all our readers!
We’ve all been at companies that talk the talk but don’t walk the walk when it comes to the importance of customer feedback and insight. At these companies, client feedback is often stuck in silos (Customer Service, Account Management, etc.) and..
About a year ago, I wrote about the paramount importance of customer-centricity and customer experience in the digital economy. I focused on the idea that there is the direct correlation between listening to customers and achieving better..
I recently spent 30 minutes trying to solve a problem in the customer service section of a service provider's website. Frustrated I picked up the phone and called them. The representative answered and somehow already knew my exact problem, and..