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May 01, 2019

Using the Digital Service Matrix to Plan Your CX Initiatives

A new framework to measure your company's level of sophistication when it comes to digital CX.
Feb 18, 2019

Customer Touch Points: 4 Simple Steps for Improving Experiences

Instead of trying to fix the entire customer journey in one go, start with a single customer touch point.
Jul 23, 2018

Millennial Pet Parents Demand Better Experiences as Industry Grows

Millennial consumers are demanding more transparency, responsiveness, and convenience than ever before.
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?
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?
Oct 25, 2017

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

How have Millennials caused shifts in the restaurant industry, and how can brands best 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

Although "opti-channel" sounds like it's just the new industry buzzword, it's actually the next big CX differentiator.
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.
Apr 17, 2017

Round-Up: 6 Hot Topics from Astute Connect 2017

Earlier this month, Astute Solutions hosted customers from all across the nation at our annual customer conference, Astute Connect, in San Antonio, Texas. Attendees enjoyed three days of informative presentations, hands-on product training, and of course, a little sight-seeing! Conference attendees included leaders from major consumer brands and Fortune 500 firms. Here’s a round-up of the six topics they couldn’t stop talking about.
Apr 12, 2017

A Brief Look at the Basics of Omni-Channel

Omni-channel is not an easy concept to grasp. Everyone seems to have their own definition, and it doesn't come with any black-and-white metrics to tell you whether you're getting it right. But it's is a critical piece of the service experience that today's customers expect, and you need to understand the basics of what it is and how it works.
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 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.
Oct 28, 2016

These 3 Silver Linings Make for Better Customer Service in the Cloud

“The cloud” started out as a flexible, more disaster-proof alternative to onsite file and data storage. But companies are now realizing its value to the organization as a whole. One major benefit is to customer service: cloud-based service enhances omni-channel engagement, thanks to improved agility and a unified view of the customer.
Sep 05, 2016

The 8 Messaging Apps Marketers Need to Know

Messaging apps can be a marketer’s dream. They make up 6 of the 10 top smartphone apps globally, and their popularity keeps growing, especially among Millennials and Generation Z teens. As the space expands, existing platforms continue to evolve while new ones keep popping up. And each one has different implications for brands. Here are the important chat apps—both established and up-and-coming—to have on your radar.
Aug 30, 2016

Chat Apps for Marketers: Everything You Need to Know about Messaging

Globally, 6 of the 10 top apps are messengers. By 2018, 3.6 billion people are projected to be using messaging apps (that’s 90% of total internet users). They have a larger user base than social media, and it’s made up primarily of Millennials and Generation Z teens who are loyal and engaged. In other words, chat apps can be a marketer’s dream.
Jul 22, 2016

See How to Build a Rock-Solid Business Case for Omni-Channel

We live in an omni-channel world, where constant switching between devices, interactions, and conversations has become commonplace. The customer experience is no exception. In fact, 74% of consumers use three or more channels to connect to customer service. Plus, 60% actually change communication channels depending on where they are and what they’re doing.
Apr 05, 2016

Managing Multiple Channels? 7 Reasons You Need Integrated CRM Software

Today's contact centers look almost nothing like their ancestors. Agents communicate via multiple channels – often in real time – personalizing interactions, recording conversations, and multitasking in unprecedented ways. The right CRM software can provide a single, integrated solution that puts the customer first.