Blog Articles by Customer Engagement

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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
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May 20, 2015

Is Your Company Asking These 8 Questions to Improve Chat?

#Customer Engagement

We work with companies at practically every stage of implementing chat, from still-using-static-buttons to talking-in-…

Author Image Kevin Payne
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May 19, 2015

Recipe for Omnichannel: Mix Equal Parts Audacity and Pragmatism

#Customer Engagement

Customers live in an omnichannel world. Omnichannel is the ability for a customer to use multiple channels and devices…

Author Image Hollis Chin
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May 14, 2015

3 Myths People Believe About User Experience (But Shouldn’t)

#Customer Engagement, #Virtual Agent (Chatbots)

Throughout history we’ve fallen for myths. We tend to cling to our notions, at least until we are proven wrong by…

Author Image David Lloyd
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May 07, 2015

Michael Moritz and George Shaheen on Staying Relevant and Focusing on Customers

#Customer Engagement

How do you make your business relevant for tomorrow? I had the pleasure of interviewing some of the brightest minds in…

Author Image PV Kannan
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April 27, 2015

Here’s How Artificial Intelligence Can Really Help You

#Customer Engagement

Sure, Watson beat Ken Jennings in Jeopardy but how does AI help you serve your customers? Suppose that instead you…

Author Image Hollis Chin