Blog
Data Is King But Not Yet For Everyone
When I started in marketing over 50 years ago, all we had to drive sales and reach consumers were mass marketing devices like TV ads, promotions and shelf wobblers. We, marketers, knew virtually nothing about our customers. Now, there is a wealth of data available and...
For Insurance, Digital Transformation Frees up Voice Agents
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...
The Journey To Save The Enterprise Omnimarketer
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...
Sling TV Is Making Life Easier for their Customers with Pypestream
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...
Social Media Is Not a Customer Experience Solution
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...
The IRS Can’t Come to the Phone Right Now…
Dear David Kautter, Acting IRS Commissioner: Like many other taxpaying Americans, I have a bone to pick with the IRS. I’m hearing that they’re reportedly leaving 60 percent of taxpayers hanging on the line due to their inability to answer all calls. It’s...
Chatbots Aren’t Dead… But I Wish They Were
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...
Pypestream Secures Additional Capital Through Strategic Investment from W. R. Berkley Corporation.
The additional capital will enable Pypestream to continue its market leadership and rapid growth trajectory in the messaging, chatbots and AI space. Michael Nannizzi, a Director in W. R. Berkley’s corporate investment unit, joins Pypestream’s board of directors NEW...
How to Exceed Customer Expectations
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...
4 Hot Spots for Innovation in the Insurance Industry
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...
Peeples2People – Design Thinking with Jeneanne Rae
Design thinking is a strategy by which brands tackle complex issues using a more hands-on approach, fostering both collaboration and creativity, while also encouraging engagement on every level of a company. In our recent Peeples to People chat, our Chief Customer...
Interview with our Chief Customer Officer, Donna Peeples
Chief Customer Officers are becoming more common in recent years. According to the CCO Council there were fewer than 20 CCOs in 2003. Now there are hundreds, maybe thousands (although not all using that title) in this role, defined by the CCO Council as: "An executive...