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man in beanie using laptop at cafe
Featured
Mar 26, 2019

Taking the Plunge on Personalization: 6 Steps for Success

Customers are constantly sharing information with brands. In return, they expect brands to deliver a personalized customer experience. In today's customer experiences, we are seeing a fundamental shift from segmentation to personalization. In a Forrester study on personalization, 94% of customer experience and marketing professionals reported personalization as a key element to meeting current goals.
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digital customer experience dinosaur
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Jun 20, 2017

The Digital Customer Experience: Are You a Dinosaur or a Master?

Digital touch points permeate every aspect of consumers’ lives these days, so it shouldn’t come as a surprise that expectations are very different than they were even a few years ago. Providing the right digital customer experience takes much more than just adding a virtual agent to your website or even creating a mobile app—you have to be ready to transform your business from a digital dinosaur to a digital master.
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woman shopping online
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Apr 5, 2015

The Three E’s of the Customer Experience: Part 3

For today’s brands, differentiating themselves through the customer experience (CX) is no longer optional – it is a fundamental requirement for success. Companies that fail to prioritize excellent customer service are learning this the hard way, according to a recent Forrester report. The report found that companies that lag behind in CX are being outperformed by brands that excel at customer-centricity by an incredible 80 percent.
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Apr 5, 2014

What Marketers Should Know About Knowledge Management: Part 2

Over 70% of customers prefer to self-serve to find answers on your site. Chances are, if you don’t give them that option, they will find another brand who will. However, it would be a mistake to believe that just because they start with self-service, they will end there. The key to providing a loyalty building digital customer experience is providing the right answer via the right channel at the exact moment that the customer wants it.
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man and woman browsing tablet engaging with self-service chatbot
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Jul 5, 2013

Creating Self-Service Content Users Really Want

Brands that can deliver a great consumer experience are able to do so because they develop content around the user’s needs, not on what happens to be available. Organizations have a tendency to build out content for web self-service based on what they already have available on their website or information they have from incoming contacts to the call center. Don’t guess at what content needs to be available. Build relevant content that users are asking for.
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