Oct 03, 2016

Spotlight on FSMA: What You Need to Know

After years of drafting, public commentary, and waiting periods, the FDA has published seven FSMA regulations, two of which were put in effect this month. Read on for a quick overview of the Food Safety Modernization Act and its implications for customer service professionals.
Oct 03, 2016

How to Improve Customer Experience: 5 Experts Weigh In

Companies are beginning to understand the importance of the customer experience, or CX. According to Forrester, 57% of executive teams want to position their companies as CX leaders in their respective industries. Here are five customer engagement ideas to help you improve your CX, straight from the experts.
Oct 09, 2016

Customer Data Security Part 3: Privacy Shield and Engaging Consumers in the EU

One of the biggest consumer privacy events of this year was the release of the new EU/US Privacy Shield agreement. This installment of our Consumer Data Security Series will give you some background on the agreement, what it entails, and how to comply with it.
Oct 14, 2016

3 Best Practices for Your Social Command Center

A popular trend in the world of social media marketing is the social command center, which has been plagued by many of the same issues as other social tactics. Lack of integration into the rest of the business leads to (valid) questions about the value command centers provide. As Gartner analyst Christi Eubanks explained, companies need to "ensure your command center is a vehicle for maturity and productivity and not just a shiny toy."
Oct 10, 2016

Customer Data Quality: How to Solve Your Top 3 Challenges

Robust voice of the customer (VOC) information, personalized service, and omni-channel engagement are among the most important factors in an exceptional customer experience strategy. But that’s not the only thing they have in common. They all rely heavily on accurate and complete data. In other words, customer data quality needs to be one of your top priorities.
Oct 17, 2016

Product Updates: October 2016

See the updates and enhancements the Astute Product Team has been working on! We've made changes to ePowerCenter, Astute Social, and Astute Knowledge to help our customers serve their consumers more effectively.
Oct 17, 2016

The Changing Customer Experience, Part 6: New Trends in Financial Services

It’s the age of the customer and the financial industry’s traditional differentiators, like network size and infrastructure, are disappearing. Products don’t vary much from company to company, and neither do prices. So how can banks stand out from the crowd? Through the customer experience. Here are four CX trends that financial services brands need to know.
Oct 19, 2016

The Changing Customer Experience, Part 7: New Trends in Healthcare

Most healthcare providers don't think of themselves in the business of customer service— or even see their patient as customers in the first place. But liquid expectations are encouraging consumers to demand the same exceptional customer experience they enjoy in almost every other industry. Healthcare is finally joining the “Age of the Customer.” Here are four CX trends that healthcare industry providers need to be aware of.
Oct 28, 2016

These 3 Silver Linings Make for Better Customer Service in the Cloud

“The cloud” started out as a flexible, more disaster-proof alternative to onsite file and data storage. But companies are now realizing its value to the organization as a whole. One major benefit is to customer service: cloud-based service enhances omni-channel engagement, thanks to improved agility and a unified view of the customer.