Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization on their way to purchase and after. But this focus can create a distorted picture, suggesting that customers are happier with the company than they actually are. And it distracts from the more important picture: the customer’s end-to-end experience.  In their research, the authors—partners at McKinsey—have […]

Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit they’re not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and […]

MGI Research has just awarded Aria Systems with its highest ranking among cloud billing companies, in the 2015 MGI 360 Ratings. According to the MGI 360 Rating, customers cite Aria’s exceptional capabilities in managing complex billing requirements across corporate hierarchies, geographies, currencies, and billing modalities. The rating also notes “Customer satisfaction is high, in part due to the flexibility of […]

The funny thing about geeks is they like to work. The trick is to create an environment where technical professionals can let their natural motivation thrive and avoid demotivating them. This brief guide by Paul Glen, CEO of Leading Geeks, explains how to achieve these two critical goals when managing IT pros and other technical staff. (And yes, free food […]

New England Biolabs produces enzymes for molecular biology applications and offers the world’s largest selection of recombinant and native enzymes for genomic research.  Learn how they were able to accelerate DNA research with IoT-connected, self-service enzyme freezers.

In this whitepaper you will learn: • What the Internet of Things is and how your business can take advantage of this new revolution • How to apply IoT technology to a real business case • A practical process for building end-to-end connected solutions • Key design decisions that you will need to make along the way and how they […]

The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing business have long understood the financial ramifications of a satisfied and engaged customer and continue […]

Most companies have elaborate procedures for managing capital. An organization’s time, by contrast, goes largely unmanaged. Bain & Company used innovative people analytics tools to examine the time budgets of 17 large corporations and discovered that companies are awash in e-communications; meeting time has skyrocketed; real collaboration is limited; dysfunctional meeting behavior is on the rise; formal controls are rare; […]