Blog

These days, there’s more pressure than ever to deliver secure, seamless, real-time customer service. In fact, 54% of consumers stopped doing business with a company due to bad customer service in 2017, versus 49% in 2016. While 68% of consumers reported increased...

Every omnimarketer is by definition a digital marketer. If this is so, then why is digital marketing so far behind? Digital marketers for large enterprises are performing so poorly in facilitating innovation that more and more enterprises are even reducing their...

How many times have you sat on hold with your cable company, only to be rerouted to three different agents and not even have your issue addressed? Too many. That’s why we are proud to be working with Sling TV. They are already a leading provider of over-the-top live...

We’ve all been there, both in-store or on the phone, where the customer experience is so poor that you want to end your relationship with the brand instantaneously—right then and there. How many times have we all had to endure long checkout lines or long holds with...

Around two years ago, the term chatbot shot into our vocabulary and onto CIO and CMO’s agendas everywhere. The idea that a customer could simply “chat” with a robot anytime, anywhere made so much sense -- or did it? You see, any technology solution or product...

So much is said these days about enhancing the customer experience, “delighting” customers and delivering customer service that goes “above and beyond.” For large enterprises, particularly in the insurance industry, this focus on customer experience is fast becoming a...

These days, consumers have the control — they’re empowered by new technology and spoiled for choice. There are new rules of engagement for businesses and providers in every sector. We can no longer live inside the safety of our own industry verticals, comparing...