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…
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…
Enterprise Social Media: Taking Customer Engagement Where Customers Are-on Facebook Messenger
Enterprise customer engagement needs to be where customers are—on social, on Facebook Messenger. Currently, most…
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.…
How Are Leading Banks Driving Contextual Revenue Moments?
Mobile and online banking have become table stakes today. That puts the banking industry at a tipping point when it…
Customer Service Week—One Big Wish for an Omnichannel Journey
Customer Service Week has generated many articles with long lists of tasks that companies must do to improve their…
Why Predictive Analytics Matter To Both Businesses and Customers
Predictive Analytics – that is extracting information from data in order to predict future outcomes and trends – has…
Get Your Chat Ready for the Holidays —There’s No Time Like the Present
Warning: Your competitors are getting chat ready for the holidays. When your customers start shopping for the holidays…
Webinar: Acquiring New Telco Customers to Ease that Churning Sensation
The communications industry can be tough. To stay profitable, wireline/wireless providers, cable companies and Internet…
