Esteban Kolsky

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.

Continue Reading

Getting To Know You, Getting To Know More About You

The year was 2009 – eons ago in today’s fast paced world. A then great vendor called Attensity hired me to write some thought leadership into the budding world of Analytics (budding as in people noticing, not as in just emerging as you well know). They wanted a series of blog posts that talked to the issues about Analytics that most people were not thinking about – or even considering. 

Continue Reading

GetSatisfaction: the Controversy Cannot Hide the Facts

If you follow the news you know that GetSatisfaction was acquired by Sprinklr last week (link to press coverage).

Continue Reading

The Scapegoat Mentality

This is a combination between a bad Jerry Maguire scene and the conclusions of many months of conversations around many topics (yes, I woke up at 3:30 AM from a bad dream about “scapegoat” execution and had to write it and share it; I may get fired but my boss is quite understanding since he is more into results and outcomes than into looking good doing things…)

Continue Reading

Fixing Predictive, Making Anticipatory Work

Thanks for coming along… to refresh your memory: three part series

·         Fixing The Suckiness of Predictive Analytics

·         Introducing Anticipatory Analytics

Continue Reading

ICYMM: The Modern Customer Interaction

(ICYYM: In Case You Missed Me: linking to writing done elsewhere)

Another area where I spent a long time working in 2014 is customer interactions. I mean, I am supposed to be a customer strategist… and customer interactions are the representation of what companies and customers do together… so why not? Right?

Continue Reading

Stop Talking about Digital Transformation

What?

I mean, what????

Seriously? Just last year two of my seven posts (yeah, didn’t do that well writing in my blog last year – but been working to remedy that by posting links to my other writings around the world – but I digress) were about digital transformation.

Continue Reading

The Silent Rise of Chat in Customer Service Adoption

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) I’d like to explore the rise of chat in contact centres.

Continue Reading

The Operationalization of Customer Service

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a little bit more the operationalization of customer service.

Continue Reading

The Emergence of Mobile Customer Service

Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, a Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings around mobile customer service.

Continue Reading
Subscribe to RSS - Esteban Kolsky