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Channel Surfing: How Do Consumers Engage with Your Brand?
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
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
The advantages of utilizing video email response to overcome low customer satisfaction.
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How the Best Brands Improve Customer Service: 5 Expert Tips
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
As mobile becomes more prevalent consumers will increasingly demand access to customer service through mobile channels. Embrace it.
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Social Media Roundup: A Bomb Cyclone of Updates
The major social media platforms have been churning out a cyclone of updates. Here are some of the most relevant changes for brands engaging in social customer care.
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What’s All the Buzz About?
Our appetite for a "jolt" is part of our history. We used our social media monitoring tools to learn more about the current energy drink market.
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Beyond the Buzzword: Opti-Channel Engagement
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
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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Is Real-Time Analytics Right for Your Organization?
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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