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Alexa, What’s the ROI of Voice and Chat Assistants?

New research finds that customers increasingly want their voices heard by brands, literally. Capgemini Research Institute’s Smart Talk: How organizations and consumers are embracing voice and...

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3 Unique Ways Automation Is Winning Customer Moments

It’s morning, and you ask Siri to find local cafes. A chatbot takes your order on your phone, and where an autofill inputs your email. Whether or not we always know it, automation has become...

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How VR and AR Will Reshape Employee Training

It’s time to let Walter go. You look at his list of transgressions next to your coffee, your coworkers chatter nearby, and keyboard clicks trickle in the background. You two talk—it...

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Customer Experience Leaders Reveal Their Summer Reading Lists

There is no time like the summer to kick back and read a good book on customer experience. My personal favorite this year was Bruce Craven’s Win or Die, an incredibly insightful and fun take...

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Unlock Customer Loyalty with Emotional Engagement

A healthy emotional connection is based on experiences that make one feel valued as an individual. That’s why building an emotional connection between customers matters more than ever as...

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Forrester: Loyalty Programs are Failing to Create Crucial Emotional Bonds

One bad experience is all it takes. From airlines to banking to retail, one poor interaction with products or services can send loyal customers to a competitor. Why is it so easy to ditch a...

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Innovation in Retail: Brands get Experiential

The so-called “retail apocalypse” wasn’t the doomsday that many foretold, but the aftershock is still being felt. In 2019, year-to-date, 5,399 U.S. retail stores have closed while...

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Aflac and Others Illustrate the Connection Between Customer Engagement and Social Issues

The name of the game for The BRITE ’19 at Columbia University was building an impactful brand through purpose, technology, and cooperation. Attendees learned that creating genuine...

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Three Lessons in Building Customer Trust

The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...

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3 Lessons for Chatbot Initiatives

The use of chatbots in the customer care space is a hot topic for contact center leaders. Chatbots are an essential AI program that contact centers are utilizing for simple customer tasks and...

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