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Blair Pleasant

Customer Experience – What Consumers Have to Say

The phone is dead, right? Wrong. While omnichannel experiences are vital, consumers still turn to the phone when it comes to getting customer service, especially when the issue is more urgent. This is one of the key findings from a new Five9 survey aimed at understanding customer behavior and preferences when it comes to customer service.
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Blair Pleasant

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of ucstrategies.com, an industry resource on the growing UC arena. She provides consulting and market research analysis on voice/data convergence markets, applications, and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Ms. Pleasant was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting.

Five Ways Executives Are Increasing Customer Satisfaction

Consumer preferences for customer service have quickly evolved over the past few years, and in order to effectively compete, businesses need to identify and recognize these preferences.
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Blair Pleasant

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of ucstrategies.com, an industry resource on the growing UC arena. She provides consulting and market research analysis on voice/data convergence markets, applications, and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Ms. Pleasant was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting.

Real-Time Resolution for the Modern Contact Center

How can businesses provide a great customer engagement experience that lets customers know that they are truly valued and that their time is respected?
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Blair Pleasant

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of ucstrategies.com, an industry resource on the growing UC arena. She provides consulting and market research analysis on voice/data convergence markets, applications, and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Ms. Pleasant was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting.

Debunking Customer Service Myths – Understanding What Digital Consumers Really Want

Digital transformation has changed the way consumers engage with businesses, with customer expectations forcing organizations to re-evaluate the way they provide service and customer care. Regardless of age, gender, or other demographics, today’s customers have similar expectations when it comes to customer service – they want the organizations they do business with to be responsive and effective.
Placeholder image
Blair Pleasant

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of ucstrategies.com, an industry resource on the growing UC arena. She provides consulting and market research analysis on voice/data convergence markets, applications, and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Ms. Pleasant was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting.

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