Richard Snow's Analyst Perspectives

IBM’s Smarter Commerce Hits Most of the Right Notes

Posted by Ventana Research on Mar 24, 2011 7:35:53 AM

According to IBM everything now has to be “smart,” and its latest announcement heralding smarter commerce addresses customer-related activities. I find it interesting, as I have been researching for some time about the need for a smarter agent desktop and smarter Web self-service. My perspective, derived from observations in my research, is that companies need to focus on effectiveness in providing positive customer experiences rather than today’s almost exclusive focus on efficiency in customer service operations.

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Topics: Social Media, Customer Experience Management, Operational Performance Management (OPM), Business Collaboration, Cloud Computing, Agent Performance Management, Business Performance Management (BPM), Call Center, Commerce, Contact Center, Contact Center Analytics, CRM, Sales Performance Management (SPM)