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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Category Archives: Mobile

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January 8, 2020

GM Leverages AI in Social Customer Care

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...

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September 7, 2018

TEDx Talk: Thriving in an Always-on World

September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family,...

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August 11, 2017

Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...

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March 14, 2017

Three Major Customer Service Trends

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you...

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March 7, 2017

The Magnitude of Mobile

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now...

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February 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always...

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August 2, 2016

Mobile Customer Support

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May 17, 2016

Cell Phone Inventor Predicts the Next Big Thing

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And...

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February 16, 2016

Developing a Mobile Customer Access Strategy

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January 26, 2016

Staffing for Mobile

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January 19, 2016

Are Your Mobile Apps Ready for Prime Time?

Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime...

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December 29, 2015

Smartphone Statistics

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...

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