Customer Experience

AFS Technologies adds new CEO and SVP of Customer Success.

Jean Nidetch, founder of Weight Watchers International, Inc., died at age 91 at her home in Florida.

With consumers switching brands more often than ever before, the rules of customer engagement have changed for marketing, sales and customer service across all industries. As a consequence, driving brand advocacy has become the No. 1 priority. T-Mobile gets it. Using a three-step approach, the company touts 4.9 million social fans and the fastest response time across all industries on Facebook, 55 minutes to be exact.

The Future of the Contact Center Focuses on the core changes facing contact centers through 2015 due to changes in technology such as smartphones, faster issue resolution expectations, Smart CRM, video, and a massive increase in mobile data traffic.

The idea that customer service matters is nothing new, but the ways in which companies interact with consumers must constantly evolve. HauteLook, an online flash retailer, strives to always be available where the member needs them, whether it be e-mail, phone or social media.

Oracle is moving aggressively to offer customers a full range of Cloud Solutions including sales force automation, human resources, talent management, social networking, databases and Java as part of the Oracle Public Cloud.

Deliveringunmatched customer service is critical to remaining the beverage distributor ofchoice. With that philosophy in mind, Charmer Sunbelt Group recentlytransitioned its customer service operations to a national center.

The new platform is expected to offer a global, branded experience across all channels and markets worldwide.