News & Insight

Personalization in the Age of Automation Being called by your first name, reward points, special member advantages, timely discounts – let’s face it. We love it. As consumers, we want brands to cater to our individual needs and wants. Feeling special gives us that warm, fuzzy feeling that keeps us coming back to buy more. We want brands to know us and provide a personalized experience catered to our wants and needs. So how does a brand make personalization a top priority in the CX world of emerging tech trends? The answer is... Read More
Do it For the Gram Heart hands at sunset, toes in the sand, the perfect video angle of the candy falling out of the piñata cake your friend just cut; apply the right filter and post. You’ve probably seen these types of images multiple times on Instagram. Millions of posts flood Instagram daily from brands, celebrities, and even our furry friends like Doug the Pug. Searching for a specific outfit for that upcoming wedding? Need a makeup tutorial for that new eyeshadow palette? You don’t have look too far. Read More
The Chaos of Customer Returns It’s hard to believe but Christmas is less than one week away! Once all the packages have been unwrapped and decorations taken down, the real fun begins – dealing with all those returns. Returns are a burden on customers and retailers alike but for different reasons. Customers want a hassle-free return process that is quick and easy. On the other hand, retail fulfillment groups must have processes in place to check items back in and issue appropriate refunds while keeping track of... Read More
One Size Does Not Fit All: Using the Science of Dialogue to Improve Customer Satisfaction in the Retail Industry Disruption is the name of the game in today’s retail industry. Digital retailers are merging with physical stores to reinvent the retail business model. Brick-and- mortar retailers are, in turn, offering innovative in-store experiences to attract more customers away from competitors. Read More
Going Back to the Future with Human Connection in 2019 In the 1980s sci-fi classic movie trilogy, Back to the Future, Marty McFly is accidentally sent back in time to 1955 where he must save the day. Later, he and Doc Brown travel to a futuristic utopia in the year 2015 with hoverboards and other technological advancements. After discovering their relationships were clearly not the same in future, they returned to their current year of 1985. Just like Marty and Doc, we understand that relationships matter in all aspects of life, especially... Read More
CX Trends That Will Continue to Make an Appearance in 2019 In 2018, consumers have tons of options when it comes to connecting with brands, including interacting through digital and social channels as well as through artificial intelligence (AI). No, chatbots did not completely take over the world, but we think they are here to stay…at least for now. As brands look ahead to 2019 and beyond, they will continue to face the ongoing challenge of creating lasting, positive interactions with consumers. Read More