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…
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…
Natural Language on Steroids is Key to Caller Engagement
So, you’ve invested a lot of time and money adding natural language capability to your IVR. You hoped it would help…
Customer Experience Listicle: Top Analysts to Follow
If your time constrains you to following a limited number of customer experience analysts, this listicle is for you.…
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…
How Predictive Experiences Became Possible—and Why You Should Care
Years of interacting with customers online has come down to this: people expect companies to understand who they are…
You’re Losing Sales and CSAT Because You’re Not Using Your Data
You certainly have plenty of data about your customers’ interactions (probably the last thing you need is more data you…
Spark Summit 2015: Learn How We “Spark” Better Customer Experience
We talk a lot about how our predictive analytics capture intent so your customers get experiences that boost…
So Many Channels, So Little Time: Insight into the Omnichannel Journey
There are so many channels. From the traditional phone channel to the growing mobile app and social media channels,…
