Sep 01, 2017 By Ben Noble

What I Learned About Customer Experience From Cross-Country Banking

A few years ago, I moved to California from North Carolina. Anybody who’s made a cross-country move can tell you, you give up a lot. It’s not just your friends and family you leave behind. You lose your dentist, your doctor, your contractors, your mechanic – basically all the local connections... Read More

Customer Service, Customer Experience, Financial Services

Jul 03, 2017 By Ben Noble

Tracking the Customer Journey in Salesforce

Salesforce is a diverse platform with capabilities well-poised to transform business. One of the main attributes of the cloud-based CRM is its ability to decipher the customer journey. Think about how businesses used to operate: Marketing teams had databases that outlined all their campaigns and... Read More

Customer Service, Marketing, Sales, Cloud, CRM, Customer Journey

Mar 03, 2017 By Ben Noble

The Connected Spine … And the Internet of Doctors

Dan Noble, my father, was 27 years old when he was medically discharged from the Army. Years of physical training, running with a 50lb rucksack on his back, and the slow erosion of his spinal disks from Degenerative Disc Disease finally took their toll. Over time, Dad’s spine had degraded the... Read More

Health Cloud, IoT, Artificial Intelligence

Nov 21, 2016 By Ben Noble

How Speech Analytics, Salesforce Einstein and the IoT Will Forever Transform Business

SaaS companies are about to unleash technologies that will permanently disrupt the way we do business. Imagine that your new iPhone suddenly develops a glitch. The screen freezes and the factory reset is not responding. It’s a frustrating scenario. You need your phone for your daily job, and you... Read More

Customer Service, Sales, IoT, Analytics, Service Cloud, Cloud, Artificial Intelligence

Sep 21, 2016 By Ben Noble

Is it Sales or Stalking?

Inside sales reps need to make a lot of friends. Their job depends on their ability to be gregarious, informed and likable, which is not always the easiest task. It’s like trying to be the cool kid in high school. The words “try” and “cool” just don’t fit together. Sales people have a difficult... Read More

Sales, Sales Strategies, Social Media

Sep 15, 2016 By Ben Noble

Avoiding Burnout Through Games, Scoreboards and Empowerment in Your Contact Center

We all have our limits. Work takes a toll on us physically and mentally, and if pushed too far, we inevitably burnout. Even in the most positive settings, we only have so much we can give to our work week. And for many of us working in the world of contact centers, we give a lot. Luckily, companies... Read More

Customer Service, Service