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...

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...

Satisfaction is Worthless, Loyalty is Priceless

Customer loyalty is built upon consistently positive, high-value experiences with a brand, often exceeding customer expectations. Loyalty goes beyond satisfying needs or wants. It’s an emotional connection to a brand that customers love and will happily return for....

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