Subject:::App Development is the New Customer Engagement Front Line - CUSTOMER
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CUSTOMER : 3/09/2015 eNewsletter

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It's been seven years since Apple began its mission of mobile dominance via the App Store and, today, while it shares market share with others - most notably, Google Play - what it undeniably accomplished is launch us on a path to app-centricity. Today, if there isn't an app for something you seek to accomplish, there likely soon will be, as businesses in every vertical have realized the way to a customer's wallet is through his smartphone.
Contact center representatives strive to offer exceptional customer service, but this can only be as good as the resources available. Contact center analytics have helped improve work processes and the customer experience as a whole.
Mergers are picking up again. Staples announced that it is going to buy Office Depot. Halliburton is in talks to buy Baker Hughes. This year's mergers and acquisitions activities are expected to surpass last year's $3.5 trillion total, which was 47 percent higher than in 2013. While mergers may be popular these days, the business complexity they can add is potentially harming the estimated $340 billion spent yearly in brand investment by American companies.
Most of the public's first exposure to Watson came from the game show Jeopardy in 2011. The machine beat two of the game show's historically best players, Ken Jennings and Brad Rutter to win a $1 million prize. It was a landmark event since it demonstrated that computing could deal with ambiguous data.
According to the study, companies are investing in new technologies to capitalize on the opportunities modern customer service provides, but their reliance on traditional channels and metrics along with a number of different barriers is preventing them from having an organizational strategy. These barriers include limited definitions of customer service, poor knowledge management and customer visibility.

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