Sep 02, 2016

Customer Data Security Part 1: Common Privacy Regulations for Consumers

Over the last decade, a number of government and industry groups have formalized their positions regarding the protection of consumer privacy and personal identity protection. Some initiatives originated in the realm of overall consumer protection, while others were meant to combat fraud and financial risk. Regardless, most of these regulations have a certain common elements.
Sep 05, 2016

The 8 Messaging Apps Marketers Need to Know

Messaging apps can be a marketer’s dream. They make up 6 of the 10 top smartphone apps globally, and their popularity keeps growing, especially among Millennials and Generation Z teens. As the space expands, existing platforms continue to evolve while new ones keep popping up. And each one has different implications for brands. Here are the important chat apps—both established and up-and-coming—to have on your radar.
Sep 07, 2016

Expert Round-Up: The 4 Biggest Customer Experience Mistakes You Can Make

Everyone makes mistakes. We asked CX experts to weigh in on the question, "What are the biggest customer experience mistakes you see companies making?" Here's what a handful of them had to say.
Sep 08, 2016

The Changing Customer Experience, Part 4: New Trends in Automotive

While the automotive industry has continually evolved, it hasn’t seen many major upheavals. But a combination of technology advances and shifting demographics is affecting just about every aspect of the customer experience.
Sep 15, 2016

Customer Data Security Part 2: What You Need to Know about PCI Compliance

In this article, we are taking a look at regulations that have unique characteristics due to their focus on a particular industry sector. We'll use the example of PCI DSS, or the Payment Card Industry Data Security Standard. Many of the requirements for PCI DSS fall into some the patterns we discussed in our previous article. But what is notable in this case is the increased focus on a very specific type or class of information: The information required to execute a credit card transaction and access to any related financial records.
Sep 11, 2016

A Smarter Way to Serve [Video]

The day-to-day life of a contact center employee is not all sunshine and rainbows -- they're on the front lines with angry customers all day, every day. As if this wasn't enough, 71% of them believe complicated systems and inefficient tools make their jobs even harder. For Larry, a (fictional) contact center employee, this struggle is real.
Sep 19, 2016

Product Updates: September 2016

See the latest updates to Astute Social and Astute Knowledge, including exciting new globalization features!
Sep 19, 2016

The Changing Customer Experience, Part 5: New Trends in Restaurants

The U.S. restaurant industry is expected to post sales of over $780 billion in 2016 and employ over 14 million people (that’s 1 in 10 working Americans). Yet around 60% of new restaurants fail within the first year and almost 80% within five years. It’s a volatile industry, where vocal opinions or changing preferences can make or break a business if it can’t keep up.
Sep 24, 2016

How to Reduce Shopping Cart Abandonment in 2 Simple Steps

There’s a lot of advice out there about reducing shopping cart abandonment by improving e-commerce and website performance. But if you look at closely at the numbers, you’ll see that the majority of consumers give up on a purchase because they need answers or a nudge in the right direction. When you focus on the customer’s concerns in the moment, increasing conversions becomes a simple two-step process.