May 24, 2017

5 Trends in Consumer Demand for Digital Self-Service

In the past, brands have felt internal pressure to implement online self-service in order to reduce costs. However, customer expectations have shifted: the pressure to provide web self-service now comes from customers, not internal sources. And customers don’t just want any self-service experience – it has to be fast, easy, personalized, and intuitive.
May 13, 2017

Bots vs. Customer Service Agents: Who Would Win in a Fight?

You’ve heard the news that robots are here to steal our jobs, right? The smarter and faster they get, the more workers they can replace in factories, hospitals, etc. But what about contact centers? Are bots going to eliminate the need for human agents? The answer, luckily for all of us, is a resounding NO. In fact, bots and agents shouldn't be pitted against each other at all.
May 07, 2017

7 Ways to Build a Healthy Influencer Marketing Relationship

The odds are good that you’re planning to launch an influencer marketing campaign within the next year, but do you know what it will take to make it successful? Just like any lasting relationship, the one you build with a social influencer takes thought, dedication, shared goals, and hard work. Follow these seven tips to set yourself up for a win.
May 05, 2017

Introducing Astute's Customer Experience Maturity Framework

The customer experience has never been more important. That's why we created a framework to help organizations determine their level of maturity when it comes to five core CX competencies.
May 17, 2017

Taking Customer Self-Service to the Next Level

When it comes to CX, organizations vary in their level of maturity. In this blog series, we're diving into Astute's Customer Experience Maturity Framework and exploring how brands can develop their CX capabilities. In this installment, we turn our attention to customer self-service.
May 19, 2017

4 Contact Center Models That Will Make Your Life Easier

Over time, experts have developed models that you can use as a framework for setting up and operating your contact center. Which one you select depends on your company’s goals, the needs of your customers, your budget, and many other factors. This is definitely not a “one size fits all” endeavor! To help you get started, we put together this guide to the four most common contact center models.
May 18, 2017

What Are the Stages of the Customer Lifecycle?

The six stages of the customer lifecycle—awareness, engagement, evaluation, purchase, product and support experience, and bonding—represent the journey a customer takes to move from first learning about a brand to being the one telling others about it. Read on for a deeper look at each of the stages.
May 19, 2017

How Developed is Your Digital Command Center?

By establishing a digital command center, organizations can collect, store, and analyze customer behavior to generate new business, drive awareness, and focus on their brand experience.
May 20, 2017

Product Updates: May 2017

See what new enhancements have been added to Astute Social this month.
May 25, 2017

Channel Choice Fundamentals: How to Improve Customer Experience

No matter where they are and what they're doing, consumers want to be able to quickly and effortlessly resolve issues and find answers. Firms that lead the pack when it comes to channel choice have a solid understanding of the customer journey, and apply it to their communication strategies. Learn what factors play into channel choice maturity, and how to advance your organization's channel choice capability.