It’s no secret that the world of customer engagement is changing in response to emerging digital communication channels and social media networks. But we wanted to dig deeper to understand how today’s consumer uses social media and connected devices to interact with brands, as well as their unique preferences, experiences and expectations for communicating across different channels.
The way consumers interact with brands is changing quickly as new mobile devices, wearable technology and social media platforms continue to enter the market. Digital and social media now dominate customer engagement, which makes it imperative for brands to understand how customers prefer interacting on different channels. Understanding more about how, when and why customers connect with companies digitally helps brands identify the best channels, messages and engagement strategies to deepen...
Consumers today have a new set of attitudes and outlooks that have been shaped by experiences with brands across industries. and today’s consumers seek information from personal and professional networks, in addition to engaging with a brand through traditional channels
What impact will wearable technology have on customer engagement? Brands understand the consumer is empowered with the ability to influence others via social media and online reviews like never before. Smart brands can, and do, respond by engaging consumers where they are - laptop, tablet, and phone. Now wearables – fitness monitors to smart watches to clothing – are the new frontier in
Talk to Me: Using the Science of Dialogue to Cure...
While the entire healthcare ecosystem continues to wrangle with market and regulatory uncertainty, one thing is certain: adapting to the new reality of the empowered healthcare consumer remains a massive challenge. In particular, many payers and...
Will Healthcare Customer Service Centers Be...
With the rise of digital channels and self-service technologies such as chatbots and other artificial intelligence (AI)-based technology, are we seeing the end of human interaction with the engagement center (contact center)? Likewise, does the...
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