Featured
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.
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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Featured
Bots are ideal for providing personalized self-service, and in most cases, they can handle whatever the customer throws at them. But they will still encounter situations that require nuance and analytical thinking beyond their capabilities. That’s when they call in a human. To maintain the exceptional experience the customer has enjoyed so far, though, that escalation needs to be done intelligently.
Featured
Nov 1, 2017

When Bots Reach Their Limit: The 4 Rules of Intelligent Escalation

Bots are ideal for providing personalized self-service, and in most cases, they can handle whatever the customer throws at them. But they will still encounter situations that require nuance and analytical thinking beyond their capabilities. That’s when they call in a human. To maintain the exceptional experience the customer has enjoyed so far, though, that escalation needs to be done intelligently.
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Featured
With today’s widespread use of social media and online review sites, it only takes travelers a minute to tell hundreds of people exactly how their trip was. And those opinions carry a lot of weight with consumers booking a flight or hotel. Affordable, on-time, and satisfactory is no longer enough to set you apart. You need to find ways to create delightful and memorable customer experiences.
Featured
Nov 13, 2016

The Changing Customer Experience, Part 1: New Trends in Travel

With today’s widespread use of social media and online review sites, it only takes travelers a minute to tell hundreds of people exactly how their trip was. And those opinions carry a lot of weight with consumers booking a flight or hotel. Affordable, on-time, and satisfactory is no longer enough to set you apart. You need to find ways to create delightful and memorable customer experiences.
Read More »
Featured
The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
Featured
May 5, 2014

What Marketers Should Know About Knowledge Management: Part 5

The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
Read More »