Jackie Mullen

Customer Success Leader at Zang

Recent Posts

Finding Customer Experience is Key in Deloitte Contact Center Survey

Posted by Jackie Mullen on November 30, 2017

In a previous blog post, we sought to assuage the worries of business leaders feeling landlocked over their continued use of landlines. Though there has never been more choice when it comes to business technology, landlines remain a practical and cost-effective solution for many organizations. In fact, business leaders today even have the option to integrate many of the latest technologies within their existing landline infrastructure. This may be the optimal balance for many businesses today, based on the results of Deloitte’s 2017 Global Contact Center survey.

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Topics: CX, customer happiness, call centers

Software Providers: Be Customer Centric or Suffer the Consequences

Posted by Jackie Mullen on August 18, 2016

Customers have the power—the power that used to belong to software businesses back when the perpetual (license plus maintenance) revenue model reigned supreme. While the perpetual model still prevails in enterprise software today, its dominance is fading now that the digital age has ushered in the software-as-a-service (SaaS), or “subscription,” model, which allows companies the convenience of signing up for an externally hosted service—vs. building and hosting their own. What’s more, short-term SaaS contracts (typically one or three years) give companies free range to explore other options.

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Topics: cPaaS, CX, customer happiness