Blog Articles by Customer Engagement

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September 05, 2014

“If It Wasn’t for Those Pesky Kids”: Customer Service for Millennials [Infographic]

#Customer Engagement, #Virtual Agent (Chatbots)

Scooby-Doo fans will fondly remember those words, as they were usually uttered when the gang uncovered the criminal,…

Author Image David Lloyd
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August 27, 2014

Are You Enabling Mobile Moments?

#Customer Engagement

Take-aways from a Forrester-led Panel at the Churchill Club Would you give your cell phone to someone you literally…

Author Image Kevin Payne
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August 21, 2014

What’s Your Low Customer Effort Strategy?

#Customer Engagement, #Virtual Agent (Chatbots)

It’s a simple question really. How good is your customer engagement? Do you truly deliver a low customer effort…

Author Image David Lloyd
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August 12, 2014

How Many Things Can You Juggle?

#Customer Engagement

We all multi-task. You’re probably considering texting while you read this. I don’t know about you but I find that…

Author Image Kevin Payne
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August 07, 2014

Know What Your Customers Want: A CRMXchange Thought Leadership Webinar

#Customer Engagement

When it comes to improving customer engagement, companies urgently need help to keep up with today’s digital customers…

Author Image Kevin Payne
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August 05, 2014

Chat is King

#Customer Engagement

Web chat is the fastest growing channel for connecting with a business. 37% of people use chat and 64% are receptive to…

Author Image Kevin Payne
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July 15, 2014

Please Make Chat Smarter

#Customer Engagement

Imagine you want to go online to buy a camera for a vacation. You go to a website and… –WOULD YOU LIKE TO CHAT?– Um,…

Author Image Kevin Payne
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June 24, 2014

Something Completely Different

#Customer Engagement

The world of customer service is evolving at break-neck speed. Gone are the days (long gone) when a company dictated…

Author Image Guest Blog Post
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June 04, 2014

Customer Experience in the UK and Beyond

#Customer Engagement

On 28 May at the Institute of Directors (IoD) in London, a special event was held to discuss the new Forrester UK…

Author Image Nick Mitchell