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consumer interacting with mobile and web channels for service
Featured
Mar 12, 2018

Channel Choice Fundamentals: How to Improve Customer Experience

No matter where they are and what they're doing, consumers want to be able to quickly and effortlessly resolve issues and find answers. Firms that lead the pack when it comes to channel choice have a solid understanding of the customer journey, and apply it to their communication strategies. Learn what factors play into channel choice maturity, and how to advance your organization's channel choice capability.
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customers using messaging apps
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Nov 5, 2017

The 8 Messaging Apps Marketers Need to Know

Messaging apps can be a marketer’s dream. They make up 6 of the 10 top smartphone apps globally, and their popularity keeps growing, especially among Millennials and Generation Z teens. As the space expands, existing platforms continue to evolve while new ones keep popping up. And each one has different implications for brands. Here are the important chat apps—both established and up-and-coming—to have on your radar.
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robot looking at laptop
Featured
Nov 1, 2017

When Bots Reach Their Limit: The 4 Rules of Intelligent Escalation

Bots are ideal for providing personalized self-service, and in most cases, they can handle whatever the customer throws at them. But they will still encounter situations that require nuance and analytical thinking beyond their capabilities. That’s when they call in a human. To maintain the exceptional experience the customer has enjoyed so far, though, that escalation needs to be done intelligently.
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