Blog Articles by Customer Engagement

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November 03, 2015

Overworked? Try a Virtual Personal Assistant

#Customer Engagement, #Virtual Agent (Chatbots)

Spurred on by Apple's successful launch of Siri in 2011, voice-activated mobile virtual assistants - or Virtual…

Author Image Nick Mitchell
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November 02, 2015

Is Your IVR Costing You Customers?

#Customer Engagement, #Modern IVR

IVRs have been workhorses in customer service seemingly since the dark ages. But too many of them have been ignored by…

Author Image Kevin Payne
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October 30, 2015

Sure, Omnichannel Would Be Cool. But How Do You Start?

#Customer Engagement

Maybe you’ve been there: A big meeting about how your company is going to make its online customer experience truly…

Author Image Kevin Payne
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October 29, 2015

2015 Retail Holiday Season - Solve the Abandoned Shopping Cart Problem with Virtual Assistance

#Customer Engagement, #Virtual Agent (Chatbots)

It's that time of the year when most households are beginning to think about holiday gifts and presents for their…

Author Image Vijai Shankar
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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