WHY IT MATTERS: Digital Transformation
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WHY IT MATTERS: Digital Transformation
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WHY IT MATTERS: Digital Transformation

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Curated by Farid Mheir
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2020 Gartner Magic Quadrant for CRM Customer Engagement Center

2020 Gartner Magic Quadrant for CRM Customer Engagement Center | WHY IT MATTERS: Digital Transformation | Scoop.it
From www.freshworks.com - July 14, 2020 8:59 AM

Complimentary copy of the latest Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) and find out why Freshworks is the only company recognized as a Visionary.

Farid Mheir's insight:

WHY IT MATTERS: I love the quadrants, not so much for the ranking (often biased) but for the analysis. Jump to the end of the report to understand just how far we've come from phone based call centers to todays self-service and AI enabled mobile solutions.

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salvadorelopezzzz's curator insight, July 18, 2020 10:22 AM
hallisog's curator insight, July 19, 2020 10:15 AM
hallisog's curator insight, July 19, 2020 10:15 AM
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Urban Outfitters exec: Instagram inspires, shows brand personality - Social networks - Mobile Commerce Daily

Urban Outfitters exec: Instagram inspires, shows brand personality - Social networks - Mobile Commerce Daily | WHY IT MATTERS: Digital Transformation | Scoop.it
From www.mobilecommercedaily.com - March 15, 2013 8:16 PM

“Instagram for us is huge — the engagement on Instagram is through the roof,” said Steve Hartman, managing director of direct and marketing at Urban Outfitters, Philadelphia.

“Just looking earlier today, we posted a picture of shoes in the office, and it got 40,000 likes on Instagram immediately,” he said. “So that one is really about us inspiring the customer and also showing that it goes back to the personality of the brand.”

Farid Mheir's insight:

Great example of usage of social media beyond a boring facebook page and followers. People that post photos of themselves are more attached to the brand and the other clients. And this can pply to way more than apparel. Think food - pics of your meals or what you've prepared with groceries you bought - or in a B2B environment pics of usage of front loaders or other mechanical equipments. Lots of opportunities to transform the customer interaction, feedback, commitment, and ultimately sales?

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