Blog Articles by Customer Engagement

Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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