Articles for Paul Korzeniowski
When It Comes to Texting, Companies Need to Strike a Balance
Texting is a viable business communications tool, but inefficiencies still abound
The Meandering Path from IVRs to IVAs
Opportunities abound for emerging voice intelligence solutions, but companies need to be mindful about what the systems can and cannot deliver
The Gig Economy Is Emerging, but Overstated
Most job seekers, even Millennials, still prefer traditional jobs to flexible options
Mastering Data Requires Attention to Detail
Businesses needing a 360-degree view of their customers can achieve it if they're willing to put in the work
Intent-Based Marketing: The Early Bird’s System
New data analysis tools emerge to help companies identify customers earlier in the buying process
Extending International Reach Doesn’t Guarantee Marketing Success
Companies need to balance potential opportunities with numerous challenges when expanding beyond their borders
CRM Looks for Its Link on the Blockchain
Largely used for financial transactions, blockchain technology is finding its way into front- and back-office applications
Machine Learning Reshapes the Marketing Landscape
Emerging solutions provide marketers with insights into program effectiveness, but they require a high degree of skill to fine-tune
Bots Should Be in Your Contact Center’s Future
The technology emerges as businesses look to artificial intelligence to improve customer service
Can Better Grammar Improve Customer Service?
As customer interactions move online, agents might need to brush up on their misplaced modifiers
Design's Critical Role in Customer Engagements
To stand out from competitors, businesses must artfully craft experiences that resonate with customers and increase brand value
Enterprises Move from Passive to Active Social Media Strategies
Rather than just respond to irate tweets, corporations use social media interactions ?to drive change in business processes
Sneaker Shop Targets Trendsetters with Personalization
Villa uses Reflektion's 1 to 1 Personalization platform to help apparel customers find the right look
Subscription Services Can Revamp Business But Challenge Contact Centers
A new business model takes shape, where consumers rent goods and services rather than buy them.
Mobile Wallet Building Blocks Slowly Take Shape
Emerging technology promises to overhaul the payment process, but first it must overcome myriad technical and logistical obstacles.
Mobile CRM Is Slow to Take Hold
Integration hurdles slow deployments as systems largely fail to deliver significant value to users.
CRM and Knowledge Management: Balancing Information and Insight
Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.
The Complex Challenge of Repairing Customer Trust
Social media provides businesses with intriguing opportunities to strengthen the bond with consumers.
The 2012 Service Elite
The Shifting e-Commerce Marketplace
Companies seeking suppliers have plenty from which to choose, but the market is turbulent
eSurvivor: Commerce Challenge
Fierce battle centers on retail players and favors those who adapt best to new market dynamics
QM Picture Grows Blurry
Vendors deliver a broad suite of new functionality
CRM Searches for Search
The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?
WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages
SAP Offers Customers Benchmarking Aids
The business software vendor teams up with its user group to develop meaningful metrics for call centers; other benchmarking tests are on the way.