In part 1, we have concluded that Customer Engagement is all about creating a meaningful connection between a brand and the customer. And We also have realized that customers rely on the digital world to stay connected, as on we spent daily on social media networking only around 145 minutes…

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” Steve Jobs In the 1900s, during the age of manufacturing, companies like Ford, GE, Boeing found out that mass-manufacturing and mass-production is the reason of success, and that…

The philosopher George Santayana once said, “ To know your future you must know your past”, and I do believe that it is important to understand the evolution of call centers, in order to understand and appreciate the developments happening in the modern-day contact centers. Contact centers are a vital…

"I went to a massage parlor, it was self service!" Rodney Dangerfield - American Comedian Last week, I was doing my weekly shopping in the supermarket, and when it was time to checkout, I remember my girlfriend was going straight to the checkout counter line, which was very busy, and…

“Travelling, it leaves you speechless, then turns you into a storyteller.” — Ibn Battuta For years now, I have been fortunate enough to have seen many beautiful parts of the world, experienced many different cultures, had great varieties of food, and witnessed greatness unfold right before my eyes in every…

"Beauty is and always will be blue skies and open highway" - Dave Hickey Who of us doesn't have a great memory of a road trip! Whether from our childhood, when our parents were driving us to the beach during summer holidays, or with our friends and loved ones, singing…

For the past few months, I have been travelling around Germany, advocating both mindset shift as well as the strategic change that should take place in the world of contact centers. From the IBM Think stage at the IAA Mobility 2021 in Munich, to the Green Auto Summit 2021 in…

54 years ago, the Consumer electronics show, also known as CES, was first held in New York city in 1967, where the kick-off speaker was Motorola chairman Bob Galvin, where pocket radios and TVs with integrated circuits where introduced with around 200 exhibitors and 17,500 attendants in the course of…

10 months ago, the last week of February, I was enjoying a long weekend getaway in Istanbul, Turkey, well aware that COVID-19 was happening, but never thought that it will turn out to be a pandemic that will change the world and how we live. As of today, we have…