Esteban Kolsky

Customer 360, Dreamforce 2018, The Langoliers, and a Wish

OK, weird title – but stay with me, promise it gets better and it is a great point on data use.
 
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Marketplaces, Platforms, Ecosystems, and You

If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things.
 
No, I won’t be doing any more one-page summary of complicated topics, sorry.
 
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Three Pitfalls to Avoid with Artificial Intelligence in Customer Service

A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow.   It was very well received, and since then I got some questions about the content.   There was one slide that was the most di
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Enterprise Software Priorities for the Next Decade

As I continue my myriad research projects this spring season I come across incredible insights from those I interview.
 
I have been doing a lot of work in platforms, data usage (including AI), infrastructure, and digital transformation this season (and I don’t see it slowing down, or changing, anytime soon – these are mission-critical, decade-plus initiatives for most organizations and they need to — well, compare notes.
 
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These Are The Last 12 Questions You Had On Customer Experience – Promise!

(lengthy post warning: over 4,000 words)

I wasn’t even close.

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience.

Man, was I off.

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Want Real Success? Destroy the Company-Centric Customer Experience

Earlier this year I presented at C3 in Las Vegas. The topic of my presentation was Customer Experience for Executives. It was very well received, if I say so myself – since no one else was in the room… Kidding! I was asked to post a brief summary of the talk here.

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Evangelizing Omni-Channel (Why It Is Not the Answer)

One of the topics that we set out to discover during out surveys past two years (note: take our survey this year, please? was whether organizations and practitioners were already on board with the concept of omni-channel. What we found out was pretty much in line with what we expected: it is too early for them to focus on it.

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Customer Service Research – One More Time!

Yes, it’s that time of the year.

The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back!

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The Why (And Why Not) of Customer Journey Mapping

If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM).

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ICYMM: Communities Are What You Need – Trust Me!

I have been saying for a very, very long time (back in 2001 I wrote a research note for Gartner, and in 2003 Michael Maoz and I spoke about this already at the conferences… and, oh yeah – in the late 1980s when I was moderating Compuserve forums I gave an interview for PCWeek about them – and I am sure there’s more, but you are bored of hearing me say how awesome I am — even though I am) that communities are the end goal for business.

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