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Blog

May 01, 2018

4 Customer Experience Metrics You Might Be Overlooking

As brands evolve to meet consumer needs in today's fast-paced marketplace, customer experience metrics have become critical to the success of any business initiative. Leaders want to see results from these investments, and the best way to prove that value is through careful and insightful analysis of the collected customer experience data.
Apr 10, 2018

5 Ways for Airlines to Create First-Class Customer Relationships

Between everyday air travel frustrations and high-profile outages and PR crises, it’s not surprising that airlines rank in the bottom third of all industries for customer satisfaction. They have a lot of work to do to rebuild their relationships with customers.
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 04, 2017

The Evolution of Relationship Marketing

Relationship marketing now means that businesses must engage with customers and offer meaningful, useful (not to mention authentic!) information or be left behind - customers no longer want to be talked at or marketed to. Instead, savvy marketers must understand that businesses no longer control the conversation surrounding their brand.
Nov 01, 2017

Bots and Humans: Working Together for Smarter CX [Video]

To deal with rising customer expectations, many companies are implementing Artificial Narrow Intelligence, or ANI, which is when a computer program is smart enough to do one thing really well. ANI can crawl through terabytes of data to bring your customer the exact answer they need at the moment they need it. Watch the 2-minute video to learn more.
Oct 27, 2017

Big Data on Display: 3 Tips for Retail Brands

We combed through articles, studies, whitepapers, infographics, and more to identify the retail industry trends and best practices you need to be aware of, and we discovered that it all comes down to data. Every leading company is collecting as much information as they can get their hands on to meet customer demand for connected, personalized, omni-channel experiences.
Oct 25, 2017

Engaging Millennials, Part 3: Restaurants, Is Brand Engagement On The Menu?

It's no secret that as Millennials grew up with new technology, the way brands market products to them has changed. In part three of our "Engaging Millennials" blog series, we look at the shift in the restaurant industry, and how brands can create new opportunities to engage 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.