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Customer engagement News
September 18, 2019
As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data.
September 11, 2019
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers.
August 06, 2019
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube.
June 27, 2019
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
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As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
Businesses need a well-rounded view of customers to provide innovative, personalized digital experiences. In this handbook, learn the techniques and tools of the trade. Continue Reading
Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips. Continue Reading
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AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
Who wants to call a company and wait on hold? Or, worse, send an email and wait for a response? Business messaging can avoid these hang-ups and help brands improve all stages of CX. Continue Reading
Humor can be a powerful marketing weapon -- when used correctly. Here are some tips and examples that businesses can use to better connect with customers. Continue Reading
Manage Customer engagement
Learn to apply best practices and optimize your operations.
A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey. Continue Reading
Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach. Continue Reading
Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales. Continue Reading
Problem Solve Customer engagement Issues
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IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose. Continue Reading
It's received wisdom that customers should get service wherever they are -- email, social platforms and so on. So, why is that so tough to achieve? Continue Reading