News & Insight

Archives: November, 2018
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
Be a Human: Using the Science of Dialogue to Improve Customer Satisfaction in the Technology Industry From smart home appliances to artificially intelligent digital assistants, to wearables such as fitness trackers, the consumer technology industry continues to change how we live at a pace that can be mind-boggling for consumers. While consumers are more attached to their devices than ever before, they face greater complexity and frustration — from knowing which device to purchase to troubleshooting problems to understanding how billing for subscription-based software works. Read More
Black Friday, Small Business Saturday, Cyber Monday - Is your Customer Service Team Ready? Group t-shirts have been made, alarm clocks are set, coupons have been clipped, and online sales notifications are turned on. Customers are geared up and ready to snag some hot deals during the biggest shopping weekend of the year. Are you? Whether you’re a small business or larger retailer, preparing your customer service team ahead of time will help you survive the holiday madness. Here are a few tips to help you avoid getting trampled. Read More
Boosting Your Social Media This Holiday Season Break out the multi-colored twinkle lights, moose mugs, and garland – the holiday season is officially upon us! As brands eagerly gear up for busiest shopping season of the year, it’s important to make a list and check your social strategy twice to ensure your consumers’ wants and needs are a top priority. Stop designing your social media campaigns like an ugly holiday sweater. Instead of being tacky, show off your brand’s authenticity and embrace the spirit of the season. Here are a... Read More