Aug 01, 2018

6 Steps to Building a Better Knowledgebase Article Template

As customers continue to demand better self-service options, building and maintaining a robust, relevant knowledgebase has become more important than ever. Here are six key best practices for developing your knowledgebase article templates to ensure the right information gets to the right audience, right when they need it.
Jul 23, 2018

Millennial Pet Parents Demand Better Experiences as Industry Grows

The pet care market is currently exploding and Millennials have become the largest single segment of pet owners today. And as their presence grows, Millennial consumers are causing changes in the space, just as they have with other industries – demanding more transparency, responsiveness, and convenience than ever before.
Jul 19, 2018

When No News is Good News: The Impact of Negative Press on Your Brand

We're in the age of social media meltdowns and viral videos, two of the most visible and damaging crises a brand can experience, but there's another, more common threat that actually tends to compound other crises as they progress.
Jul 09, 2018

What Do the Best Chatbots Have in Common?

How the best chatbot features and functions translate into more personalized customer experiences
Jun 28, 2018

Benchmarking Best Practices for Mobile Customer Experience

There's no denying it: mobile is a key component to just about every size and type of business today. If you're not including mobile as part of your ongoing omnichannel customer experience strategy, you're missing out on a major component – follow these three best practices to build and grow your mobile presence.
Jun 21, 2018

Second Half Update: How Are Your CX Priorities Holding Up?

Have you been keeping track of the areas you set out to improve above and beyond your bottom line? What if those areas have changed or your organizational needs have evolved? It never hurts re-assess your needs, goals, and progress thus far and strategically consider what steps to take next.
Jun 05, 2018

There's a Conversation Happening Around Your Brand – Are You Listening?

Why social data matters in uncovering more robust VOC insights
May 15, 2018

7 Do's and Don'ts for Clearer Voice of Customer Insights

You know you need a VOC program, and you might already have one planned or in place, but how can you make sure you're getting the most accurate insights for effective follow-up? Take a look at these seven do's and don'ts to see how you can hear your customers more clearly and respond accordingly.
May 07, 2018

4 Customer Service Problems AI Solves to Reduce Costs & Improve CX

AI in customer service been steadily increasing over the years, but so far it hasn't had a negative impact on most support agents. In fact, it's been helping them do their jobs better while improving efficiency and reducing overall costs.
May 01, 2018

4 Customer Experience Metrics You Might Be Overlooking

As brands evolve to meet consumer needs in today's fast-paced marketplace, customer experience metrics have become critical to the success of any business initiative. Leaders want to see results from these investments, and the best way to prove that value is through careful and insightful analysis of the collected customer experience data.