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Jan 30, 2018

6 Ways to Deliver In-App Support for Customers on the Go

Sixty-seven percent of enterprises budget more than $250,000 for their mobile solutions. Of that, twenty-five percent are budgeting over $1.5MM! Yet somehow, these apps are lacking a key ingredient: effective in-app support.
Jan 02, 2018

Engaging Millennials, Part 6: CPG Brands Must Help Customers Help Themselves

In our Engaging Millennials blog series, we've explored how this generation is re-shaping various industries, and what brands can do to improve engagement among their younger customers. The final edition in the series focuses on how CPG brands can unify the customer experience across channels.
Nov 29, 2017

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' habits have caused them to be labeled as "experience-driven," which has shifted the way brands market their offerings to them. In part four of this series, we look at how airlines are re-targeting their efforts to capture the loyalty of this generation.
Oct 23, 2017

Kick Your Auto CX Into High Gear With These 10 Questions

Auto OEMs and dealers have historically put most of their focus on the sale of the car, leaving the customer experience during the rest of the consumer lifecycle somewhat neglected. In an industry where the average purchase stage lasts at most a month or two while the ownership stage can go on for a decade, that strategy often results in some huge missed opportunities.
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

Unlike an omni-channel experience, where customers choose their own preferred channel, with an opti-channel engagement strategy, you determine the optimal channel for each customer at each touch point, using a combination of journey mapping and big data. Although "opti-channel" sounds like it's just the new industry buzzword, if you keep reading, you'll discover that it's much more—it's actually the next big CX differentiator.
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.
Apr 02, 2017

3 Emerging Customer Journeys Automakers Need to Support

We've said it before, and we're saying it again: Consumer behavior is changing. Every industry is dealing with the ramifications of these behavioral shifts, and the auto industry is no exception. Trends such as ride-sharing and new developments in autonomous vehicle technology are challenging automakers to stay relevant.
Dec 18, 2016

Getting Started with Mapping the Customer Journey: What You Need to Know

Providing a positive customer experience is critical in order to retain customers, gaining their loyalty and positive word of mouth. Companies who fail to realize this are in danger of losing customers to their competitors. Now more than ever, customer satisfaction should be Number One on your list of concerns.
Nov 09, 2016

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.