From a blog post at Packet Design where I responded to questions about how how tech companies can improve their customer care efforts.  Specific responses to questions such as:

  • What is the state of the customer experience in enterprise technology?
  • How are enterprises handling the challenges of managing the customer experience as the ways of buying and selling are changing?
  • In a Gartner survey of 400 CEOs and senior business executives, 37% ranked customer engagement management (CEM) as their top technology investment over the next five years. Why do you think that is?
  • What’s the #1 way for any company to improve their customer service?

Good questions with a particular focus on technology companies and B2B customer care.




Is Tech #CX Measuring Up?

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