Blog Articles by Customer Engagement

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April 18, 2017

McKinsey and “The Seven Deadly Sins of CX Transformations”

#Customer Engagement

The seven deadly sins of customer experience transformation don’t include gluttony or wrath, but perhaps you’re envious…

Author Image Kevin Payne
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April 04, 2017

To Heck with Email, I Want Instant Answers! Why Chat and Chatbots are a Better Idea

#Customer Engagement, #Virtual Agent (Chatbots)

When you’re a customer with an urgent question or issue, time is of the essence. Delay of minutes – or even hours –…

Author Image Kevin Payne
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February 17, 2017

The Lyft in Banking Customer Experience

#Customer Engagement, #Digital Transformation

Uber, Lyft, and Airbnb are all the rage. Why? They are examples of companies that have utilized disruptive technologies…

Author Image Vijai Shankar
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February 13, 2017

Weathering the Frustrated Traveler Storm

#Customer Engagement

Snowstorms, computer outages, lightning strikes! Oh my! For all business and leisure travelers, a common fear is what…

Author Image Vijai Shankar
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February 01, 2017

Digital Mandate for Health Plans

#Customer Engagement, #Digital Transformation

Digital transformation has impacted a number of industries over the last several years and healthcare is at the…

Author Image Vijai Shankar
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January 25, 2017

The Road to Banking 2020 – Will you be a Winner, Bystander, or Road Kill?

#Customer Engagement, #Digital Transformation

Over the last decade there’s been a significant decline in branch banking. In the past four years, Bank of America,…

Author Image Vijai Shankar
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January 05, 2017

Chatbots for Travel: A Customer Engagement Balancing Act

#Customer Engagement, #Virtual Agent (Chatbots)

I used to work in a destination hotel rooftop cocktail bar. The guests would often queue for over an hour to get a…

Author Image Christina Wilson
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December 01, 2016

The Missing Puzzle Piece: The Digital Personal Banker

#Customer Engagement, #Digital Transformation

Over the last decade, banks in the Asia-Pacific (APAC) region have accounted for over 46 percent of global banking…

Author Image Vijai Shankar
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November 28, 2016

What Are Your Online Shopping Carts Singing This Black Friday?

#Customer Engagement

Deck the halls with boughs of shoppers… Fa-la-la-la-la-la-la-la. What tune are your online shopping carts singing this…

Author Image Aneta Ranstoller