Blog Articles by Customer Engagement

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July 24, 2015

I Have a Smartphone. So Maybe You Could Show Me What You’re Talking About?

#Customer Engagement, #Modern IVR

The best part about a smartphone is the visual display. Recently I got an email from an online retailer saying that an…

Author Image Hollis Chin
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July 23, 2015

The Data Conundrum: The Give and Take of Data to Get Smart Customer Service

#Customer Engagement

We are in a data conundrum. Brands who are looking to exceed customer expectations need their customers’ data to…

Author Image Scott Horn
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July 20, 2015

Natural Language on Steroids is Key to Caller Engagement

#Customer Engagement, #Modern IVR

So, you’ve invested a lot of time and money adding natural language capability to your IVR. You hoped it would help…

Author Image Hollis Chin
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July 17, 2015

Customer Experience Listicle: Top Analysts to Follow

#Customer Engagement

If your time constrains you to following a limited number of customer experience analysts, this listicle is for you.…

Author Image Hollis Chin
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July 12, 2015

How to Lose a Customer Fast: Learnings from the [24]7 Customer Engagement Index

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

How are businesses losing customers? The ability to capture and share images and reactions from angry customers is now…

Author Image Scott Horn
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June 18, 2015

How Predictive Experiences Became Possible—and Why You Should Care

#Customer Engagement

Years of interacting with customers online has come down to this: people expect companies to understand who they are…

Author Image Kevin Payne
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June 17, 2015

You’re Losing Sales and CSAT Because You’re Not Using Your Data

#Customer Engagement

You certainly have plenty of data about your customers’ interactions (probably the last thing you need is more data you…

Author Image Daniel Hong
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June 08, 2015

Spark Summit 2015: Learn How We “Spark” Better Customer Experience

#Customer Engagement

We talk a lot about how our predictive analytics capture intent so your customers get experiences that boost…

Author Image Kevin Payne
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June 03, 2015

So Many Channels, So Little Time: Insight into the Omnichannel Journey

#Customer Engagement

There are so many channels. From the traditional phone channel to the growing mobile app and social media channels,…

Author Image Scott Horn