Social engagement platform Engagor gets acquired: social as part of CEM

It seems like only a few years ago that Folke Lemaitre and his partner were present at one of our events and asked if they could showcase their new social media platform. Oh, wait, it IS only a few years ago.

I don’t know if you ever organized events but if you haven’t: your mind is everywhere at the same time. Fortunately Folke understood. I remember I asked one of our bloggers to write about it but don’t even remember if he/she did. The social media platform in question was called Engagor. And it still is.

While I had been introducing US-based Spredfast in Belgium and Europe before (2010), I never thought Engagor would go US. But they did in 2013 (mentioned then in an article back then as another Belgian company Selligent went US in the same year, see below here) after having raised 2.6 million USD in a first round, led by Hummingbird Ventures. And then, recently they made a very smart move by going to Dubai. One of the places you want to be and Engagor with its multi-lingual approach could and did that too. [Read more…]

Disruption and transformation: what you NEED to know

TransformationThe title of this blog post is a promise. The blog delivers upon that promise. This is the only thing you need to know (as in must know) about disruption and transformation. Then the choice is yours.

In her recent interview on digital transformation Charlene Li said something about disruption that totally covers the essence of it in my view. Narrowing it down even more and beyond the context of digital transformation where all too often there is this utterly hyped focus on the disruptive effect of technologies (which doesn’t necessarily mean there is no such thing as disruptive technology), what Charlene Li said is a matter of two elements: 1) shifts or change and 2) people.

Let’s narrow it even further down and look deeper into transformation. [Read more…]

Nicola Millard: forget the contact centre – here comes the relationship hub

Nicola Millard at a Social Media Day Antwerp event in 2014 - picture by Nancy Verbrugghe

Nicola Millard at a Social Media Day Antwerp event in 2014 – picture by Nancy Verbrugghe

On April 30th and May 1st, London hosted the second edition of the Social Customer Service Summit. Mission: exploring the convergence of social and digital customer service. Among the keynote speakers on the first day: Nicola Millard, futurist, psychologist and Head of Customer Insight & Futures with BT’s Global Innovation team.

Although Nicola likes to say she has no crystal ball, she sure knows how the present and future of customer experience, customer behaviour, customer service and the contact centre (will) look like. Time for an (in-depth) interview.

[Read more…]