Customer engagement took a hit in the early days of Covid-19, as changing attitudes and behaviours combined with unprecedented shifts in the volume of customer interactions. As sales moved to digital channels, and
Published on: November 24th, 2021 Suzanne Robicheau @itbusinessca
‘Understanding’ is the watchword in new customer experience (CX) service models for Douglas Hayward, a research director responsible for IDC's Worldwide Digital Strategy and Agency Services research stream. Hayward joined ITWC President Fawn
Published on: April 22nd, 2021 Suzanne Robicheau @itbusinessca
Only a few years ago, marketers could only dream of a time when machines would have the ability to extract value from the unique conversations between a business and its customers. Thanks to
Published on: February 10th, 2021 Suzanne Robicheau @itbusinessca
There’s nothing particularly revelatory in the Netflix production The Social Dilemma, but the film does shine a light on big tech’s pervasive presence and the impact on people’s lives. “There’s an underlying cultural
Published on: September 30th, 2020 Suzanne Robicheau @itbusinessca
"How to Become Your Customers' Emotional Favourite" is the first in a series of "Closing the Sales Gap" webinars that will be featured regularly on IT Business. Many sales people make the mistake
Published on: November 20th, 2019 IT World Canada Staff @itbusinessca
How do you turn leads into sales? That’s the fundamental challenge facing sales professionals as they fire up their computer each morning and look for the best targets for the quickest and most
We’ve talked a bit about the Internet of Things (IoT) in terms of what technologies and trends are driving the market: Huge volumes of information are being collected, whether in structured or unstructured
Published on: October 15th, 2015 Dave Webb @itbusinessca
By Francis Moran Last week I had a call with a CEO who has twice been a client. Along with a technical founder, he's been working on a new startup for about a
Published on: February 11th, 2013 Francis Moran @FrancisMoran
The design of many modern retail stores have been partly informed by cybernetics theory. No, that doesn’t mean they have been designed for futuristic robot shoppers – it just means a simple stimulus-response
Leslie Hand is standing with her legs slightly apart, her head bowed over the smart phone in her hands, pretending she is in a checkout line frantically doing price comparisons before handing over
Published on: April 27th, 2012 Shane Schick @ShaneSchick
A week after returning to profitability, Acer is making Canada a big part of its new focus on the SMB market, including hiring in that unit here and the relocation of an overseas
Published on: February 22nd, 2012 ITBusiness Staff @itbusinessca
I expend a lot of words in this and other venues beating on companies that fail to deliver the high-quality goods and services that customers expect and deserve. The bad news, of course,
Every year, consumers purchase millions of computers and peripherals. And every year, millions of those devices break down.For anyone who plans to buy a piece of hardware, the overall reliability of a vendor's
Published on: January 29th, 2010 Christopher Null @itbusinessca
I had a problem with the power steering on my old Toyota, so I took it to a mechanic, and he told me, "We'll try and fix it." "Excuse me, you'll try?" "Right,
Published on: December 8th, 2009 Bill Snyder @itbusinessca
