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How to Ensure Your CX Function Is Ready for the ‘Next Normal'
July 7, 2020 at 9:10 am

Customers these days demand quick interaction via the channel of their choice. But how can companies transform their businesses to become centers of customer experience (CX) excellence when there are so many moving parts and uncomfortable levels of economic uncertainty? The answer is – they can’t afford not to.

How COVID-19 Has Influenced Your Brand's Buying Persona
June 24, 2020 at 4:01 pm

This “new normal” has changed the way we act and the things we believe, including what we will do in the future to support our local economies and the brands we care about. How do we, as marketers, adjust to these changes? I think, as always, we need to first revisit the buying persona.

Chatbots: A Marketer’s New Best Friend
September 26, 2016 at 8:00 am

What once seemed possible only in science fiction is slowly becoming a reality: robots and artificial intelligence (AI) are moving into

How to Personalize Customer Journeys With Predictive Analytics
May 22, 2015

Personalization is a means to an end — relevant, timely customer experiences that increase sales and customer retention. This article looks at an important area you may not have considered yet — personalizing live customer journeys as they unfold in real-time, making decisions about which customers you should be talking to live, and selecting the right people with the right skills to talk to them.