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Why multichannel analytics is in your company’s future

Increasingly, companies need to merge data generated from multiple channels. But they are struggling with how to start with reliable data first. Omnichannel customer service enables companies to interact with and serve customers seamlessly regardless of the channel they choose — whether that’s on a company’s website, in email, by SMS text live chat or on social media. But data silos and operational hurdles have kept data and processes separate, which has stood in the way of solid omnichannel service. Getting accurate data has been …

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Prepare for Your Rhine Getaway Viking Cruise

You may have seen the commercials for the Rhine Getaway Viking Cruise on television or online and thought to yourself “That looks marvelous!” The majestic three-story high,  four-hundred foot long viking cruise ship seamlessly gliding through the water and surrounded by gorgeous landscape. Flashes of high-culture and decadence swirl around your mind’s eye. Soon enough, you have gone through the viking cruise website, found your package, and booked the plane ticket. So… Now what? Let’s be real here. You just dropped a pretty substantial penny for this experience …

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Star Wars: The Force Awakens (Spoilers!)

This weekend, “Star Wars: The Force Awakens” was released in America and I have no doubt it is going to blow away any box office leaders. It was visually inspiring, progressed well, and stayed true to the older movies. I’m writing this article because I am a huge Star Wars fan. That’s pretty much it. I want to write down my thoughts so they can bounce off my “Star Wars Fan-ily” (Get it? Did I stretch that “Family” pun too far?). I want to start discussing what this …

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Why Killing Customer Data Silos Can Win You Customers

Your company wants customers. And customers? They want a great experience. That means getting what they want when they want it. Here’s one secret about how you learn to do that: Have your sales, marketing and service departments tear down the walls between customer data silos. Company departments have individual needs for customer data. The sales department might track open leads and compare them to closed sales. The marketing department might track campaign visibility and click-through rates. The service department might track call volume and …

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My Thirty Thoughts at 30

30 is the first milestone year that really gets you thinking. Up until now, milestones get sprinkled all throughout life. 10 – DOUBLE DIGITS, BABY! 13 – Teenager! Yes! 16 – I can drive a car now! 18 – I can do WHATEVER I WANT?!? 21 – I can DRINK and do WHATEVER I WANT?!? 25 – I’m saving HOW MUCH on car insurance?!? 30 – …??? 30 is the first year that society doesn’t tell you who you are. You don’t get any special benefits. It’s just another …

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