What customer care and CX trends should we expect to confront in 2020? Astute's Natalie Skarzynski will cover the top 20 trends and predictions from experts like Forrester, Adobe, IBM, and more in this special webinar presentation.

Join the session to get up to speed on how customers expect to interact with brands, what's new for contact centers and their agents, and 2020's key themes for company leaders.

In a narrow-margin business like food retail, experience is king. Positive customer experiences that keep shoppers coming back will drive substantial lifetime value and revenue.

In this "coffee break" session, we'll explore the top five customer experience trends that food retailers need to watch.

Did you know that each year, US companies generate enough data to fill ten thousand Libraries of Congress – and most firms only analyze 12% of the data they collect? With Astute Advanced Reporting’s direct and comprehensive access to your data, you can produce reports and visualizations in a way you never thought possible. With features like ad hoc reporting, you’re in control and able to create visual and tabular reports that makes sense for your brand. See how you can extend your reporting capabilities by transforming data into insights and insights into action.

Many customer care teams are feeling the pressure to innovate as senior leadership continues to ask them for digital transformation and increased efficiency. But customer care leaders should start by mapping the service journey, including the customer experience as well as the underlying processes, before taking action.

In this session, Michele Shane from Premiere Response and Natalie Skarzynski from Astute will share their expertise on the what, why, and how of digital transformation in customer care.

How does your customer experience stack up? Join Astute SVP Shellie Vornhagen as she walks through three key areas to evaluate: customer engagement, contact center performance, and collaboration with the rest of your company. Come away with a better understanding of which CX initiatives are most pressing to pursue.

Consumer goods companies face some real challenges when it comes to capturing the engagement and loyalty of their consumers. Join this quick "coffee break" session to get an overview of four key CX trends and how CPGs can respond to them and ultimately achieve better brand loyalty.

Enterprises everywhere are struggling to modernize their customer care and digital experiences to meet the demanding expectations of today's consumers. Agent tools for case management, quality assurance, knowledge, and other key functions must deliver better cross-channel, connected experiences for agents – otherwise, they won't be equipped to provide the type of modern CX that differentiates your brand from the competition.

Do your current tools set agents up for success? Learn about the six must-haves you should be looking for when evaluating consumer engagement tools, and see Astute Agent in action.

Reading online ratings and reviews has become an integral part of the shopping experience for most consumers. Join Astute product expert Ashley Cox to learn about the impact reviews can have on your business, and five best practices for handling online customer reviews the right way.

Chatbots show no sign of slowing down. If you’re looking to add a chatbot to your CX toolbox, you should know that there’s more to a chatbot than meets the eye – the success of your bot depends on a variety of factors. Join Astute's digital marketing manager Natalie Skarzynski to find out how you can make the case and get the most value from a new chatbot program.

First-party data, or the data you collect about your customers in tools like CRM and business analysis tools, has tremendous potential to deliver insights you can't get anywhere else. Learn how to use the data you may already be collecting to get to the core of customer issues, understand how customers in aggregate are experiencing your brand, and open up more resources to serve customers better.

Customer journey maps can be a powerful tool to identify opportunities to improve your customer experience. Join Astute SVP Shellie Vornhagen as she walks through why customer journeys are so important, how to leverage them to drive strategy, and how to get buy-in from your organization. 

When it comes to customer care, we're constantly hearing about changing preferences, the emergence of new contact channels, and the rising popularity of mobile. But what do your customers really want?

Astute and C3i Solutions teamed up to survey thousands of consumers about how they prefer to interact with brands, what has changed, and what hasn't. Join the webinar to learn about the results of our research.

Where and how do you engage your customers today? How should you engage them in the future? Astute has designed a maturity model, our Digital Service Matrix, to help companies think strategically about where you currently engage your customers, the objectives of those engagements, and what other channels and experiences make sense for your brand.

Join Astute's Shellie Vornhagen as she walks you through this maturity model, and come away with deeper insights into engagement strategies embraced by the most forward-thinking companies.

Could your contact center operations be running more smoothly? Join Astute product expert Liz Shaver as she walks through three practical ways to optimize operations this year, including taking the guesswork out of case management, creating a single source of information for agents, and guiding agents with next best actions.

It's that time of year again – time to look ahead to the key customer experience trends we expect to see this year.

Join us for an overview of the seven CX trends emerging in 2019 and how they could affect your business. If you want to be prepared to handle the future of the customer experience, you won't want to miss this session!

As you plan your CX initiatives for 2019, get some practical tips from industry veteran and strategic planning enthusiast, Astute SVP Shellie Vornhagen. After this 15-min "coffee break" webinar, you will come away with pragmatic suggestions for planning your consumer engagement initiatives for next year.

Today's restaurant brands have a lot on their plate – you're coping with the rise of mobile ordering and delivery, the pressure to be more accessible to guests across more channels, and the struggles that come with franchisee relationships, just to name a few.

In this session, we'll explore key guest experience challenges and how to overcome them.

How do your consumers know where to find your products, and what do they do if they can't? Studies show that consumers will purchase another brand – or nothing at all – if they're unable to find their preferred product.

In this Coffee Break session, we'll show you the reasons why product locators are a must-have in today's digitally driven shopping environment, and what to look for when selecting one.

Chatbots and virtual agents are creating a lot of buzz. It's easy to be caught up in the hype of a new technology, but to get the most value from your investment, it's crucial to take a step back. This Coffee Break session will outline how to approach chatbots in a practical, holistic way to ensure maximum ROI.

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The financial services and insurance industries face some unique challenges when it comes to the customer experience, but differentiating on CX is the best path forward for growth and profitability. Learn how more sophisticated customer self-service options can set your company apart in today's crowded market.

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As more companies turn to chatbots and virtual agents to enhance their customer service, they're asking, "How closely can bots replicate human interactions?" when the real question is, "Should they try?"

In this 15-minute webinar, we'll discuss what customers really want from a service chatbot and how to deliver it. Complete the form below to watch the on-demand webinar.

Best-in-class contact centers know this fundamental truth: happy agents equal happy customers. The more engaged and supported your agents are, the better the customer experience they're equipped - and motivated - to provide. Learn three ways to ensure your agents are engaged and focused on delivering the kind of CX that keeps customers coming back.

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Experts agree that AI and automation should not replace human customer service agents, but that these technologies should be used to support agents in their interactions with customers. Learn about nine call center functions that are ripe for automation, and how to combine the best of your agents with the best of AI to drive better CX.

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Today's consumers have high expectations, and adding new channels as they emerge can seem time-consuming and scary. Learn about the new channels and how you can determine if these channels will work for your brand.

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Don't let your next brand crisis, be it a recall, system outage, or social media firestorm, catch you unawares. Walk through a "day in the life" of managing a brand crisis, from first becoming aware of the crisis to resolving it, and see how technology can make this stressful situation less overwhelming.

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Today's pet care companies are seeing rapid growth, but also rapid change in consumer expectations and preferences. Learn about the top challenges pet care brands are facing, and how to use the right CX technology to differentiate in a crowded market.

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Companies everywhere have awakened to the reality that customer experience is king, and are seeking to better understand customer perceptions and behaviors. Unfortunately, having an effective voice of the customer (VOC) program is not an easy task -- in fact, only 3% of companies feel they do this well. Learn about five common challenges with VOC programs and how to overcome them.

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Your Customer Service team's number one priority is resolving customer issues (of course). But where else should your team focus their efforts? In this webinar, you'll learn about the top five objectives that your customer service team -- and the systems that support them -- should achieve to provide differentiated experiences and keep your company competitive.

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Most of us keep our mobile devices close-at-hand at all times, and we expect companies to serve us on the mobile channels we prefer. In this session, Astute Product Manager Anthony Kantor will explain the components of an exceptional mobile customer service experience, and demonstrate how to deliver it.

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You rely on CRM data to provide valuable customer insights. Is it enough to spot-check only 3-5% of this data? Find out how Astute can ensure the accuracy of 100% of your CRM case data while reducing QA effort.

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When it comes to adopting new customer technologies, the retail industry is often on the leading edge. Learn how virtual agents and chatbots can be used to improve the customer experience and drive brand loyalty, and see three real-world use cases for retail virtual agents.

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With call center metrics, do numbers always tell the whole story? Join the session to learn about five contact center metrics that are often misinterpreted, and see how to ensure you're truly focused on improving the customer experience.

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For contact centers, optimizing processes is a top objective this year. Join the webinar to learn three ways call centers can make 2018 their year of optimization.

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This is not a drill! Whether it's a product recall or a customer complaint gone viral, brand crises are a fact of life. Learn how to find out about a potential issue before it becomes a full-blown crisis, and see how the right technology can support your brand protection strategies.

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Turning data into insights into action is a key strategic priority for companies of all sizes. Learn which KPIs are most important to measure, how to collect the right data, and how to share your insights company-wide.

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Nine out of 10 people keep their phones within a 10-foot radius at all times. Providing the kind of mobile experiences your consumers expect is absolutely crucial to staying competitive. Learn the critical elements you'll need to deliver outstanding service on the go.

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Eighty-eight percent of consumers trust online reviews when considering a business -- and that number continues to increase. It is essential to understand the impact reviews have on your business, and how you can use them to build your online reputation. Join us to learn 6 tips for handling online customer reviews.

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With 1.2 billion monthly users, Facebook Messenger is a customer communication force to be reckoned with. Learn about the five ways Messenger chatbots can enhance every step of your customer journey, and see examples of how this technology can be used across different industries.

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Is your customer service team missing out on the opportunities offered by live chat? If you're wondering why you should care about live chat or what benefits to expect from implementing it, join us for the webinar to learn three ways live chat can drastically improve your customer engagement.

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When it comes to creating experiences that meet the rising expectations of consumers today, it's important to always be planning for tomorrow (or next year). We'll share what's coming in 2018 in the world of customer service and CX. Join the webinar to learn about the 2018 trends you can't afford to ignore.

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There are six stages of the customer lifecycle, representing your customers' journey from brand awareness to brand loyalty. Learn more about each stage of the customer lifecycle to help improve your customer service and provide true omni-channel experiences.

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It’s time to go beyond traditional web and mobile self-service to meet consumers' demanding expectations. Failing to respond in the right way, in the right timeframe, and through the right channels can harm customer loyalty and damage your reputation. Learn how to identify and support the right self-service channels for your customers.

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Join C3i Solutions and Astute Solutions to learn what every brand needs to know about detecting and successfully handling AEs and PQCs on social media. Our social media strategists will address the challenges of pharma and consumer care brand managers and will provide practical tips for addressing these challenges. Complete the form below to watch on demand.

Artificial intelligence has moved out of the realm of science fiction and into the business world. But you might be wondering how AI can bring real value to your call center. In this webinar, you'll learn three valuable, real-world uses of AI for customer engagement.

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Most customers prefer to self-serve but when they need help from an agent they want a fluid, friction-less transition. Smart escalation involves identifying the right customer, choosing the right moment, and sending in the right agent with the necessary tools. Learn how you can engage customers intelligently.

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Customer journey maps are a valuable tool for understanding how your customers interact across every touch point. Many companies today are investing significant time and resources in mapping journeys, but are not getting enough value out of their efforts. Learn five ways to use your maps to improve the customer experience.

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From our core CRM product, ePowerCenter™, to intelligent self-service, chatbots, social media, and other technologies, we’re dedicated to enabling customer service, marketing, and e-commerce across the enterprise to provide easy-to-deploy solutions with best-in-class service to customers. Join us to see how we can help you!

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Is authoring content for your knowledgebase an overwhelming task? It doesn't have to be! Learn three smart ways to streamline authoring and keep your knowledgebase up to date.

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Artificial intelligence (AI) is a hot topic in the business world, but what can it really do for customer engagement? Learn about the benefits of combining AI and humans to improve the customer experience.

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It’s no lie: monitoring social media activity is time-consuming. So when it comes to reacting in the moment, you must be prepared to set yourself up for success. Follow these best practices so you can jump in at just the right time.

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Retailers are facing immense pressure due to ever changing consumer expectations, especially when it comes to online giants like Amazon. To set yourself apart (or stay competitive), you must unify the retail customer service experience across channels.

In this 15-minute webinar, we will highlight the trends that we think will have major impact on the retail industry and that you can't afford to ignore. Complete the form to watch the on-demand webinar.

Despite the popularity of social networks, many brands still struggle with how to serve customers via social channels -- as proof, consider that 58% of consumers who have tweeted about a bad experience never received a response.

In this 15-minute webinar, we'll discuss five steps to delivering the social care your customers expect. Complete the form to watch on demand.

As app usage and m-commerce continue to grow, offering robust mobile customer service is becoming more and more important. Customers, especially millennials, are frustrated when they have to switch channels or devices to access support.

During this 15-minute webinar, we will share 9 tips for providing the mobile self-service support millennials want. Complete the form to watch the on-demand webinar.

In a viral world, it only takes one bad customer experience to turn into a crisis. And chances are at some point in the next 12 months your company will need to communicate a difficult situation -- whether a recall, product issue or social nightmare. Having a crisis management plan is key to protecting your brand.

In this 15-minute webinar, you'll learn how you can conquer the most common types of crises with our technology. Complete the form to watch on demand. 

Consumers want to solve their own issues and find their own answers, anytime, anywhere -- in fact, 90% of them now expect brands to offer self-service options. Is your brand meeting their expectations? How could you take customer self-service to the next level?

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Call centers are the face of your brand, a direct line to your consumers, and your best tool for increasing customer satisfaction and loyalty. As a contact center leader, you must institute practices to provide the highest level of customer service.

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Customer journey maps help address key customer experience (CX) challenges. Did you know three out of five CX professionals use customer journey maps to gain customer insights and guide their engagement strategies? Learn best practices for customer journey mapping. Complete the form below to watch the on-demand webinar.

The key to avoiding a crisis is identifying an issue before it becomes a trend. They key to managing a crisis is understanding your inbound contacts, and informing your agents on how to interact with these customers. Astute can help you be prepared with threshold notifications, frequency reports, and more. Complete the form to watch the on-demand webinar.

As customer demand for 24/7, instant service increases, companies are discovering that they can’t keep up without some level of automation. But the usual FAQs or knowledgebase keyword searches aren’t enough either. Consumers who are used to talking to Siri, Google Now, or Alexa don’t want to work to find the magic combination of words that returns the answer they need. That’s where bots come in. Fill out the form below to watch the on-demand webinar.

Is your customer experience good enough? It’s a critical question, but one that’s not easy to answer. Astute’s Customer Maturity Framework Assessment breaks it down into straightforward questions in five key areas. Complete the form to watch this webinar on-demand.

The auto industry is undergoing its first major upheaval in decades, and the car companies that will succeed are already starting to adapt. Find out what changes to expect and how you can keep one step ahead of your younger customers. Complete the form below to watch the on-demand webinar.

Customers are seeking unique, authentic products, and experiences in a fragmented marketplace, forcing CPG companies to look for smarter ways to meet these expectations as well as comply with regulatory requirements. Join us for this free webinar to learn about the challenges today’s CPGs face and how the right technology can help overcome them. Complete the form to watch the on-demand webinar.

Guest speaker Kate Leggett, Forrester VP and Principal Analyst, and Astute CTO Alex George share their insight into delivering the intelligent, personal, and contextual service your customers demand. Complete the form to watch this on-demand webinar.

The future is now, and chatbots are finally here! No longer just a possibility, chatbots are already starting to radically change everything we know about customer communication. Learn more about the ins and out of chatbots and discover ways to use them to your advantage. Complete the form to watch the on-demand webinar.

Today’s customers expect to communicate and engage with your brand on a personal level across multiple channels in one seamless interaction. Learn how to accomplish this without forcing customers to repeat themselves or switch devices, and while having agents use the same interface. Complete the form to watch the on-demand webinar.

In this session, you'll learn what you should look for in a social ad management tool, as well as best practices to get the most value from your social ads. Complete the form to watch the on-demand webinar.

Your customers no longer want to call. Now more than ever, humans start with a quick message even if we desire a full conversation. We communicate by chat, voice, video and always in that way. Learn why this is a trend you can’t ignore, and tips to executing chat successfully for your brand. Complete the form to watch the on-demand webinar.

Chatbots are picking up steam as more brands are starting to investigate how to leverage this emerging technology. Astute Bot enables you to deliver sophisticated experiences at any time and on channels where your customers already engage.

The conversational interface is smart enough to return a meaningful response and know when to escalate to a live agent -- creating the perfect balance between virtual and live customer service. Complete the form below to watch on-demand.