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John M Perez

Social CRM, Online Experience, & Customer Service Strategy Expert

Homepage: http://www.customerserviceinthecloud.com/members/johnmperez/

Jabber/GTalk: jperezpgi

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IBM’s Watson Is Now a Customer Service Agent

23 May, 2013   
Published by John M Perez in Blog, Contact Center

IBM’s cognitive supercomputer Watson will soon be helping several of the company’s most important customers, who will have the opportunity to ask for his assistance via web chats, email, SMS and smartphone apps. Watson’s new role, called “Ask Watson,” will be available to big IBM clients like Australia’s ANZ Bank, Nielsen, Celcom, IHS and Royal [...]

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3 Things To Keep In Mind When Dealing With Negativity on Social Media

18 October, 2012   
Published by John M Perez in Blog, Social & Knowledge Best Practices

Source: GetSatisfaction Blog by Caty K When you work in the social space, one of the first lessons to learn is how to plan for and respond to routine negativity. Regardless of what we’d all like to admit, not every customer is going to be satisfied 100% all of the time, and there will always be [...]

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Video: Thomas Kurian of Oracle Discusses Customer Service Apps At Open World

3 October, 2012   
Published by John M Perez in Blog, Contact Center

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Video: Wendy Lea of Get Satisfaction on Customer Service

28 September, 2012   
Published by John M Perez in Videos

Great interview with the CEO of Get Satisfaction Wendy Lea. I had a chance to speak to members of her team, and she has a great group of employees. Wendy speaks about customer and company transparency in service and how organizations need to be social in their strategy for customer service. Check out her website [...]

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Video: Brent Leary & Denis Pombriant Discuss Dreamforce 2012 Predictions

17 September, 2012   
Published by John M Perez in Videos

In this second edition of CRM Shop Talk, Denis Pombriant and Brent Leary share predictions on what major announcements will be made at Dreamforce 2012.

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Context is everything in a mobile world

17 September, 2012   
Published by John M Perez in Contact Center, Mobile Customer Experience

If you are in a strange city and want to find a good local restaurant, the easiest way is to ask your hotel concierge. But for how much longer?  The advances we have seen in mobile technology in recent years, particularly in areas such as natural language intelligence and location-based services, mean that mobile search [...]

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Why Facebook Just Doesn’t Cut It

29 August, 2012   
Published by John M Perez in Blog, General, Infographics

Social networks have been hailed by many enthusiastic social media marketers as the holy grail of customer acquisition, retention, and revenue growth. But there is a gap between how consumers want to engage with companies on social media, and how those companies are using these social networks. Consumers need more than just a platform where [...]

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John M Perez in The Top 10 Most Influential Experts to Follow on Customer Service

31 July, 2012   
Published by John M Perez in Blog, Customer Experience Research

It’s been a long two weeks on the road, and as I land back in my home town of New York, I was delighted to a great surprise.  On my way from my flight to get my luggage, I get a tweet from the folks over at GetApp.Com.  They indicated that I made their list [...]

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7 Online Customer Service Predictions

26 July, 2012   
Published by John M Perez in Blog, Web Self Service Experience

7 Take-Note Online Customer Service Predictions | CustomerThinkCustomer service delivery is evolving at an accelerated pace, as are the emerging service channels that are driving the push for an agile, real-time, multi-channel customer experience. Here are seven customer service predictions from industry experts that speak to the near future of online customer service: 1. via [...]

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Our Forrester Wave™: How The Top 18 CRM Suite Customer Service Vendors Stack Up

12 July, 2012   
Published by John M Perez in CRM, Customer Experience Research

During the past five years, the customer service capabilities of CRM suite solutions have matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. Vendors have folded new technologies such as social computing, business process management, decisioning, business intelligence, and mobility into their solutions to allow organizations to offer more-personalized [...]

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