Amazon Stop Hiding Your
Customer Service

Am I a Demanding Traveler?

#Customer Engagement

I consider myself to be an easy-going traveler. However, I want to get the most out of the time I set aside for leisure…

Why Apple Business Chat will Succeed Where Others Haven’t

#Digital Transformation

The recent announcement of Apple Business Chat, which will connect businesses with customers on iMessage, has major…

Four Key Paid Search Trends You Need to Follow

#Customer Acquisition

In the world of paid search marketing, tools and trends are constantly evolving as the market becomes more complex.…

Lost in Translation: A Telecom Journey

#Customer Engagement, #Virtual Agent (Chatbots)

I am tired of repeating myself and my message being lost in translation. For years of gathering all my usage data and…

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…

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 –…

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…

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…

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…