Blog

To App or Not to App: That Is The Question

To App or Not to App: That Is The Question

Corporations lacking the resources for a full native app can still offer their customers the integrated, efficient, and enjoyable experiences the platform provides through channels consumers will actually use. There is a way to drastically cut the cost of app-like experiences and it’s going to transform …
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Is Your Business Ready For The New Era Of CX?

Is Your Business Ready For The New Era Of CX?

Modern customers have more expectations than ever. The customer service bar rises a bit higher every day. Between our constantly connected technology and instant-gratification society, today’s customers have come to expect three elements of great service. Unfortunately for corporations …
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4 Major Market Shifts That Affect Your Customer Preferences

4 Major Market Shifts That Affect Your Customer Preferences

One of the hottest buzzwords in customer experience right now is “digital.” There’s a good reason. Technology has blended into almost every aspect of our lives, and the digital revolution has completely transformed the way consumers interact with businesses and purchase products and services. With so much change …
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Is Your Business Struggling Under The Weight of Legacy?

Is Your Business Struggling Under The Weight of Legacy?

Corporations today feel how customer expectations are shifting. The rise of social media and other technological innovations are changing how everyone operates in our new digital world. Many businesses haven’t been able to keep up. Corporations struggle to adapt and change because of four distinct challenges …
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What Is The Most Critical Step In The Retail Customer Journey?

What Is The Most Critical Step In The Retail Customer Journey?

How companies handle order issues directly impacts customer satisfaction, and stands out as one of the most critical steps in the retail customer journey. Preparing and planning for the breakdowns in the retail cycle will put companies in a good position to retain customers and build loyalty …
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Can Utility Companies Catch Up With Customer Expectations?

Can Utility Companies Catch Up With Customer Expectations?

Andrew Heath, Senior Director of the Utilities Practice at J.D. Power, says, “...interacting with their utilities — whether to check usage, pay a bill or report an outage —often seems like a step back into the dark ages of technology.” The need for improvement is clear, but can utility providers catch up …
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Blog

The Sweet Appeal Of Understanding Customers

The Sweet Appeal Of Understanding Customers

A classic New England snow storm started the day with a short delay, but even the weather couldn’t stop those of us who attended from gaining great insights at SOCAP New England’s 2019 Winter Event. The event’s speakers highlighted the importance of conveying …
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5 Business Trends Shaping Automation in 2019

5 Business Trends Shaping Automation in 2019

The past year saw an explosion in the capabilities and possibilities of self-service automation. Driven by a push for speed and simplicity, 2019 will see consumers, corporations, and automation providers focusing on self-service automation with a purpose …
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How The Voice Of The Customer Can Transform CX

How The Voice Of The Customer Can Transform CX

Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then …
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