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Apr 05, 2019

What Are the Stages of the Customer Lifecycle?

The six stages of the customer lifecycle represent the journey a customer takes to move from awareness to advocacy.
Jan 30, 2018

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

Enterprises are making huge investments in mobile. Yet apps are often lacking effective in-app support.
Jan 02, 2018

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

How is this generation re-shaping the CPG industry, and how can CPG brands unify experiences across channels?
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 23, 2017

Kick Your Auto CX Into High Gear With These 10 Questions

Auto OEMs and dealers have historically focused more on the sale of the car than the customer experience.
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.
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.
Sep 07, 2016

Expert Round-Up: The 4 Biggest Customer Experience Mistakes You Can Make

Everyone makes mistakes. We asked CX experts to weigh in on the question, "What are the biggest customer experience mistakes you see companies making?" Here's what a handful of them had to say.
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.
Mar 15, 2016

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.
Mar 13, 2016

7 Ways to Improve the Customer Experience Through Web Self-Service

Forrester research shows that the majority of consumers prefer to use a company’s website to get answers to their questions rather than calling or sending an email. How does self-service play into your brand’s customer experience strategy?
Mar 11, 2016

The Three E’s of the Customer Experience: Part 2

Customer expectations are changing, and companies who fail to differentiate through the customer experience (CX) will fall behind. In fact, recent Forrester research found that companies that provide outstanding customer experiences outperform the S&P 500 by 26 percent!
Mar 01, 2016

The Three E’s of the Customer Experience: Part 1

It’s a fact: companies that provide exceptional customer service perform better than the rest. The secret to providing an excellent customer experience lies in the three E’s: ease, effectiveness, and emotion. This three-part series will explore each one, identifying key strategies and trends along the way.
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 13, 2015

What Marketers Should Know About Knowledge Management: Part 4

If you don’t want your customers to abandon you, don’t abandon your customer before their needs are fulfilled! Your visitor or caller may have multiple related questions—not just one. While some search- and FAQ-based knowledge management and Web self-service solutions answer the first question fairly well, that’s where it ends.
Dec 12, 2015

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.
Dec 04, 2015

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.
Nov 28, 2015

Contact Center of the Future: 8 Things to Consider for Seamless Customer Service

Here are 8 current and emerging trends to consider as you map your contact center strategy to deliver seamless customer service.
Nov 25, 2015

Self Service: The Channel You Cannot Ignore

Self Service is being used for more than just answering those commonly asked questions after a sale. Self Service at every point of the purchasing journey allows consumers to get their questions answered while navigating your website.