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Apr 01, 2019

Using the Digital Service Matrix to Plan Your CX Initiatives

With more of their interactions with companies taking place on the internet and mobile devices than ever before, consumers have fully realized the value of digital engagement. Use this framework to measure your company's level of sophistication when it comes to digital CX.
Jul 23, 2018

Millennial Pet Parents Demand Better Experiences as Industry Grows

The pet care market is currently exploding and Millennials have become the largest single segment of pet owners today. And as their presence grows, Millennial consumers are causing changes in the space, just as they have with other industries – demanding more transparency, responsiveness, and convenience than ever before.
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.
Dec 14, 2017

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

In the fifth installment of our Engaging Millennials blog series, we're exploring the travel and hospitality industry and what brands can do to capture the loyalty of the newest generation of guests.
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 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.
Jul 18, 2017

Customer Touch Points: 4 Simple Steps for Improving Experiences

If you're like a lot of CX professionals, you know there are touch points along the customer journey that need improvement -- but revamping the whole customer journey can feel like a massive undertaking. One way to approach such a task is by breaking it down into smaller pieces. Instead of addressing the entire customer journey at once, choose a single customer touch point to start with.
May 25, 2017

Channel Choice Fundamentals: How to Improve Customer Experience

No matter where they are and what they're doing, consumers want to be able to quickly and effortlessly resolve issues and find answers. Firms that lead the pack when it comes to channel choice have a solid understanding of the customer journey, and apply it to their communication strategies. Learn what factors play into channel choice maturity, and how to advance your organization's channel choice capability.