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Dec 16, 2019

Personalization vs. Privacy: A Year of Increased Scrutiny and Heightened Expectations

With so much personal information being collected, it’s no wonder customers expect their data to be used to their benefit.
Mar 19, 2019

13 Surprising Examples of Facebook Messenger Chatbots

Facebook Messenger can enhance CX throughout the journey, from brand awareness to shopping to support.
Feb 03, 2019

Differentiating on Service: Why It Matters and How to Master It

80% of consumers would pay more for a better experience. A great product is no longer enough to differentiate.
Dec 14, 2017

Engaging Millennials, Part 5: A Digital Concierge for the Digital Generation

In the travel and hospitality industry, what can brands do to capture the loyalty of this generation of guests?
Nov 29, 2017

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' have been labeled "experience-driven." How has this changed how airlines capture their loyalty?
Oct 18, 2017

Engaging Millennials, Part 2: What Retailers Must Do To Win Loyalty

In part two of this series, we take a look at what retailers must do to capture the loyalty of the digital-native generation.
Sep 09, 2017

Beyond the Buzzword: Opti-Channel Engagement

Although "opti-channel" sounds like it's just the new industry buzzword, it's actually the next big CX differentiator.
Jun 27, 2017

How to Break Free from Call Center Scripts

Today's consumers want authenticity, not contrived, scripted experiences. Learn how to move past call center scripts.
Jun 04, 2017

Personalized Customer Experience: How to Rise to the Challenge

As consumers, we share a lot of data with brands -- personal information, purchase history, preferences, and so on. Because of this, consumers rightfully expect companies to leverage that data to personalize experiences. In fact, personalization has been shown to increase online sales and website performance by 19% over a 12-month period.
Jun 01, 2017

Proactive Customer Communication in 5 Simple Steps

The concept of anticipatory service has been around for decades (Ritz-Carlton has built a brand around it), but while today’s customers are still delighted by that level of attention, what they really want is for you to make their lives easier. And that takes proactive communication. Follow these five simple steps to get started.
Jan 04, 2017

De-Stress Your Agents: 3 Automation Tips

Your agents are one of the most powerful tools in your customer engagement strategy as they work with customers to ensure they are both engaged and happy. In order for them to be successful at this task, you need to remember a critical factor: keeping them engaged and happy as well.
Dec 25, 2016

The Customer Experience in 2017: 6 Trends You Can't Afford to Ignore

It’s almost New Year’s, and we couldn’t ring it in without sharing our predictions for the new customer experience trends coming our way in 2017! Not surprisingly, they’re technology heavy yet customer-centric, just as this year’s best practices have been. The customer is king, and meeting their high expectations can’t be done without some pretty advanced technology.
Dec 12, 2016

What is Excellent Customer Service Really All About?

Excellent customer service must first satisfy a consumer’s needs with a resolution of their problem, then meet their expectations for speed, efficiency, and courtesy, and finally “delight” them by creating an emotional connection with the brand. To provide this high level of service, companies need to use smart technology to offer personalized, omni-channel experiences.
Nov 20, 2016

What Is Customer Knowledge Management?

Customer knowledge management refers to the tools and processes that a company uses to capture, store, organize, access, and analyze data about its customers, for the purposes of enhancing its sales, retention, and engagement efforts. If you follow best practices, the result will be a unified, 360-degree view of the customer.
Nov 14, 2016

What Is Consumer Engagement?

It’s not enough to just talk about your brand and hope it gets noticed—statistically, it won’t—you have to talk TO someone. You have to do more than get and keep their attention; you must also convince them to take an action in response. In other words, if you’re not engaging consumers, you have very little hope of turning them into loyal customers.
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.
Aug 10, 2016

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.
Aug 08, 2016

Is Your Self-Service Smart Enough? [Video]

Smart digital marketers known that 9 out of 10 customers try to find their own answers online before they call your company for help. For that reason, many brands have adopted customer self-service -- but how many of them have optimized the self-service experience, making it truly intelligent and personalized? Watch the 2-minute video to learn what your self-service may be missing.
Jul 30, 2016

Digital Self-Service 3.0: Personalization Is About to Get a Whole Lot Easier

What does a personalized customer service interaction look like? Are you picturing a live agent? Until the not-too-distant past, you had no choice, because only a human had the intelligence and decision-making abilities to pull off personalization. But that’s all about to change with the latest advances in self-service technology.
Jul 06, 2016

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.
Jun 06, 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.
May 22, 2016

The Two Customer Experience Stats You Must Act On [Video]

Out of all the customer experience statistics out there, two must command your attention: 97% of customers that have great service experiences are highly likely to tell their friends and family about it; and 96% of unhappy customers won't even tell you they're unhappy. Watch the video above to learn why these stats matter and what brands need to do to be successful.
May 20, 2016

Psychic Pizza: How Proactive Service Enhances Customer Experience

Although we may still be a few years away from using psychic powers to order pizza, today's customer experience (CX) can be greatly enhanced by technologies that can anticipate customer needs and enable brands to communicate proactively. Why is the element of anticipation so crucial to CX?
Apr 01, 2016

Call Center Best Practices: 4 Things You Need to Know About Customer Loyalty

Did you know it costs at least five times more to acquire a new customer than to keep a current one? Successful companies are prioritizing customer retention, and they’re turning to call centers to lead the charge.
Jan 18, 2016

What is Retail Customer Service Experience Success?

In the retail industry, individual service experiences directly impact your business. In numbers, they make or break it. One bad experience—in a store, through your contact center, on your website or through social media—can permanently damage a customer relationship.
Jan 14, 2016

Is Your Digital Experience Ready for 2016's Consumers?

In 2016, brands must "create experiences that are meaningful and memorable for the customers they value most."
Dec 15, 2015

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.
Dec 06, 2015

John Doe Demands a Better Customer Experience

Customers who have to start over every time they contact your company can have a negative experience. They want a relationship with your brand. An ongoing one, with history. They know about you. They expect that you know about them. Treating everyone as John Doe is no longer acceptable. The key to success is having one consumer engagement platform that can bring all of those channels together.
Nov 14, 2015

10 Ways Customers are Driving Change in Your Business

Empowered customers are making your business change in ways you might not even realise yet. But don't leave it until too late...
Oct 09, 2014

Customer Experiences Making You Emotional?

The need for deeper insights into what customers really care about means not only understanding their ‘why', but also gauging their emotions.