The Importance of Knowing Your Customer: How Personal Touches Drive Buying Decisions
In today’s ultra-competitive marketplace, personalization isn’t just a smart marketing move—it’s the magic ingredient that should be added to every interaction.
Natural Language Interfaces: Pioneering a User-Centric Revolution in Data Accessibility
Natural Language Interfaces (NLIs) are spearheading a paradigm shift in how we interact with technology. Gone are the days of users struggling to navigate complex applications; NLIs are flipping the…
The Compassionate Connection: Translate Genuine Care to Customer Loyalty
In a market where every brand is under scrutiny, showing genuine care for customers is a necessity, not a choice. It’s the cornerstone for building trust, nurturing long-term loyalty, and…
Loyalty Is the Missing Link in Customer Experience
Loyalty management has moved on from the days of rewards and campaigns offered by your local supermarket. It’s now a fundamental component of a successful customer experience strategy for both…
Voice of the Customer Programs Need to Become Proactive
Everyone has some form of feedback program in place. Most, however, are to put it politely “lacking in sophistication and provide little if any value”. I am perplexed that in…
The $12 Trillion Experience Economy Opportunity
The global experience economy is projected to reach $12 trillion by 2028, up from $5.2 trillion in 2019. It’s time for your technology to realize this potential. In the last…
Microsoft Teams + Contact Center. Does it Actually Make Sense?
The dissolution of the front- and back- office divide, so anyone can be customer facing, is important for business success and better customer (and employee) experiences. However, no one is…
Customers Are Demanding Effortless Experiences—Here’s What That Means
In a recent report, McKinsey perfectly captures the need for an improved customer experience in today’s marketplace: “The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies…