Channel Surfing: How Do Consumers Engage with Your Brand?

/ Jul 12, 2018

We polled 300 real-world consumers to learn how they prefer to research and engage with brands. This is what we learned.

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What Difference Does 5 Years Make?: Millennial Channel Preference

/ May 31, 2018

How have Millennial channel preferences for contacting consumer affairs changed over the past 5 years?

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Video Email: Your Secret Weapon in Improving cSat

/ May 23, 2018

The advantages of utilizing video email response to overcome low customer satisfaction.

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How the Best Brands Improve Customer Service

How the Best Brands Improve Customer Service: 5 Expert Tips

/ May 02, 2018

A critical element in any CX strategy is improving customer service. Here are 5 tips from some of the world's biggest brands.

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Don’t Make Your Customers Come to You: 5 Reasons to Embrace Mobile Channels

/ Feb 07, 2018

As mobile becomes more prevalent consumers will increasingly demand access to customer service through mobile channels. Embrace it.

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Opti-Channel Engagement

Beyond the Buzzword: Opti-Channel Engagement

/ Dec 11, 2017

Oh great, you’re thinking, I’m finally getting used to saying omni-channel! "Opti-channel” is much more than a new buzzword—it’s the next big CX differentiator.

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What You Need to Know About Measuring Customer Engagement

/ Nov 09, 2017

Measuring customer engagement should not be limited to "traditional" marketing metrics. Measurement should include customer service metrics such as accessibility, quality, and voice of the customer (VOC).

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Real-Time Analytics

Is Real-Time Analytics Right for Your Organization?

/ Oct 31, 2017

Big Data has been around for years, but the concept of real-time analytics has remained a challenge. But with current technological innovations, including automation and AI, that's all changing.

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