Blog Articles by Customer Engagement

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October 27, 2015

Stop Making It Hard to Be Your Customer

#Customer Engagement, #Virtual Agent (Chatbots)

Why is it so important to understand customer effort in your digital channels? Because when you make it difficult it…

Author Image Kevin Payne
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October 26, 2015

Welcome To The Shopping Trip Of The Future

#Customer Engagement

There’s been a lot of discussion in the UK about whether “the High Street,” (the main street where the most important…

Author Image Nick Mitchell
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October 15, 2015

Enterprise Social Media: Taking Customer Engagement Where Customers Are-on Facebook Messenger

#Customer Engagement

Enterprise customer engagement needs to be where customers are—on social, on Facebook Messenger. Currently, most…

Author Image Scott Horn
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October 13, 2015

Shouldn’t a Company Understand Your Voice Like Siri and Cortana?

#Customer Engagement, #Modern IVR

When you call a company with a question, often its Interactive Voice Response (IVR) struggles to understand you.…

Author Image Hollis Chin
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October 09, 2015

How Are Leading Banks Driving Contextual Revenue Moments?

#Customer Engagement, #Modern IVR

Mobile and online banking have become table stakes today. That puts the banking industry at a tipping point when it…

Author Image Vijai Shankar
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October 09, 2015

Customer Service Week—One Big Wish for an Omnichannel Journey

#Customer Engagement, #Modern IVR

Customer Service Week has generated many articles with long lists of tasks that companies must do to improve their…

Author Image Hollis Chin
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October 01, 2015

Why Predictive Analytics Matter To Both Businesses and Customers

#Customer Engagement

Predictive Analytics – that is extracting information from data in order to predict future outcomes and trends – has…

Author Image Nick Mitchell
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August 24, 2015

Get Your Chat Ready for the Holidays —There’s No Time Like the Present

#Customer Engagement

Warning: Your competitors are getting chat ready for the holidays. When your customers start shopping for the holidays…

Author Image Kevin Payne
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August 18, 2015

Webinar: Acquiring New Telco Customers to Ease that Churning Sensation

#Customer Engagement

The communications industry can be tough. To stay profitable, wireline/wireless providers, cable companies and Internet…

Author Image Vijai Shankar