Tag Archives: customer support

Competing with the Behemoths: Generis Takes on EMC, Oracle and IBM By Actually Listening to Customers

By | August 18, 2014

I recently completed a research project looking at ECM software and one vendor in particular that is winning business from large, established incumbents like EMC (Documentum), IBM and Oracle. I was intrigued by Generis since I wanted to understand how such a small, private company could successfully develop and market a product that amounts to an extra-cost add-on… Read More »

Would You Like to Chat? The Many Reasons Adding Intelligence Improves Web Chat

By | July 15, 2014

In my latest Forbes column, I examine the sorry state of Web chat and how the use of predictive analytics improves both the customer experience and business utility of chat interactions. Web users are increasingly familiar with an annoying phenomenon afflicting all manner of sites: you’re just browsing around, minding your own business and up pops a chat… Read More »