Thought Leader Interviews

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Contributor: Customer Management
Posted: 10/22/2015

In these pages you'll find brief introductions to the senior-level executives who will be on hand to share how they've crafted their techniques and avoided pitfalls in marketing, branding, online customer strategy, e-commerce, and more.Read more

Contributor: IQPC Editorial Team
Posted: 10/19/2014
IQPC Editorial Team
We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, breaking down silos, talent and brand identity. The insight they share in this report will help you yield measurable impact from your social media... Read more
Contributor: Shawn Siegel
Posted: 01/12/2014
Shawn Siegel

In this interview, he shares his thoughts on backup up plans, work-at-home training and emerging technologies. He will expand on these topics as well as discuss ways to use the opportunity to work from home as incentive for experienced agents.Read more

Contributor: Shawn Siegel
Posted: 01/12/2014
Shawn Siegel

There is saying you care about the customer, and there is putting the voice of the customer--and its the resulting, measurable insights--at the center of strategy.Read more

Contributor: Randy Saunders
Posted: 06/09/2010
Randy Saunders
Randy Saunders, Program Director for Cincom Systems, knows the value in dollars of differentiating the contact center through improved contact center technology. Saunders is proud of how Cincom, a provider of software that improves customer communications and business operations, enabled Absa Bank to improve overall contact center profitability... Read more
Contributor: Duane Cashin
Posted: 01/12/2010
Duane Cashin
Duane Cashin is shouting from the roof tops that we do not live in a competitive marketplace but a crowded marketplace. He does not currently see companies performing at the level necessary to be successful in today’s marketplace. Cashin, a trainer, demands that sales executives re-evaluate the definition of a high-performing organization... Read more
Contributor: Marc Benioff
Posted: 12/21/2009
Marc Benioff
Marc Benioff is arguably one of the most exciting CEOs of our generation. Benioff, CEO of, a trailblazer and game changer in the CRM cloud computing space, has released his newest book (co-authored with Carlye Adler) Behind the Cloud: The Untold Story of How Went From Idea to Billion-Dollar Company—And... Read more
Posted: 11/10/2009
Maura Sullivan and Rob Siefker
Zappos call center managers Maura Sullivan and Rob Siefker of Zappos carry a smile in their voice when they talk about the Zappos call center, but you can’t blame them. It’s good to be Zappos in 2009. It’s been a wild year for the company recently bought by Amazon for $880 million. And it sounds like the customer-centric parade... Read more
Contributor: David Bradshaw
Posted: 11/01/2009
David Bradshaw
When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn around the ING call center he looked at five key areas. Bradshaw eventually increased call center engagement over 80 percent by looking at the following: the rocky economic environment, the amalgamation of two call centers and business lines, organizational... Read more
Tags: call center | ING | IQPC
Contributor: Clara Shih
Posted: 09/28/2009
Clara Shih
If you ask social CRM expert Clara Shih about reactions by most companies to the topic of social media, she would tell you "it's still very early." Shih founded faceforce (the business application on Facebook now known as Faceonnector) and wrote The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences,... Read more
30 results
of 3