Lisa James

Lisa James

About Lisa James

Lisa James develops suitable strategy, messaging and positioning to support respective business and pipeline objectives for SAP Hybris solutions. She is an expert and recognized thought leader and evangelist inside SAP, influencing internal solution innovations, core marketing strategies, and external company perception.

A Three-Step Model To Digital Transformation: An IoT And Field Service Story

16-May-2018 | Lisa James

[no_syndicate_info][/no_syndicate_info] Last year, Hoerbiger, a leading player in the field of compression technology, drive technology, and hydraulics, shared its digital transformation story 

Writing A New Story: CRM And Customer Service

30-Mar-2018 | Lisa James

[no_syndicate_info][/no_syndicate_info] [no_syndicate_info][/no_syndicate_info] Today we have so many techy acronyms: IoT, ML, AI, VR, CX, (to name a few), that we sometimes forget about one of the

Three Hidden Trends Shaping Customer Service And Field Service

30-Jan-2018 | Lisa James

[no_syndicate_info][/no_syndicate_info] We are all very aware of the three acronyms that are having a huge impact in customer service and digital adoption as a whole: AI, IOT, and ML. Artificial

Artificial intelligence, machine learning, customer service, automation, chatbot

Automate Customer Service In Three Steps With AI And Machine Learning

1-Dec-2017 | Lisa James

[no_syndicate_info][/no_syndicate_info] Lately we have been hearing the word “automation” a lot in the context of digital disruption. Automate processes. Automate delivery. Automate yo

Death Of The Laggard: How Customer Service Is Reshaping The Product Adoption Life Cycle

29-Sep-2017 | Lisa James

At some point in your educational career you likely fell upon the product adoption lifecycle: The popular bell curve which divides customers into five distinct groups based on their rate of adoption f

customer engagement, customer service, castle

Game Of Thrones Reveals Five Ways To Build And Protect Your Brand

15-Sep-2017 | Lisa James

In seven seasons of HBO’s Game of Thrones (or in five books of George R. R. Martin’s A Song of Ice and Fire), we have followed separate character journeys as each contender took a separate path to

Customer Service: Are You Ready For The Socially Connected Customer?

14-Jun-2017 | Lisa James

There’s no question that today’s customers are more connected, demanding, and informed. The common expectation is for consistent service to be available 24/7 across channels and devices, and prefe

Proactive Customer Service Is The New Black

12-Jun-2017 | Lisa James

Let’s face it: These days, customer satisfaction and loyalty are hard-won. With the click of a mouse, customers can change brands and products, cancel warranties and contracts, and decline technicia

5 Ways Field Service Supports Top-Notch Customer Service

19-Apr-2017 | Lisa James

Sales organizations are often well-oiled machines, delivering the right product at the right time to customers. Keeping customers happy after the sale, by providing customer care that positively refle

How To Acquire (And Keep) Customers With End-To-End Field Service

5-Apr-2017 | Lisa James

Most companies grapple with delivering customer service that increases loyalty and decreases churn. Keeping customers while gaining new ones boosts revenue and strengthens reputations. After all, a