Avoid an Omni-Channel Panic Attack

You’re lagging behind in omnichannel adoption: you and most other companies too. That’s bad news, but it’s good news too. There’s still time to catch up before you find yourselves in an omni-channel panic. Read More

Are you using Big Data to engage your Customers?

  Your organization’s contact center is a hotbed of data. Every interaction with the customer results in a wealth of information – some of it inferred, some of it explicitly stated – about the customer’s needs, wants and desires. This data offers organizations of all types and sizes an opportunity to take customer service to... Read More

How to Provide Customer Service in Social Media Channels

Convinced social media servicing is an important initiative, customer experience management professionals are now looking for an answer to the question "How do I provide customer service in social media channels?" This article provides advice for companies looking for software to enable social media servicing. Read More

Healthcare Customer Engagement Benefits from Framework

Research shows that patients who understand and take action with regard to their own health and healthcare decisions, have better health outcomes and may even have lower healthcare costs. Thus, it is imperative that healthcare providers embrace patient engagement. Read this article to learn about a new guide from the National eHealth Collaborative (NeHC) that... Read More

A Dire Need for Customer Engagement in Financial Services

Banks and financial institutions came in last in the business industry category for consumer trust according to the Edleman Trust Barometer. Read this article to see why financial institutions struggle with engagement and discover one new method of improving customer engagement for financial consumers. Read More

Subway Social Media Snafu

This article over at FoxNews.com, ""The case of the missing inch: Why don't all Subway 'footlong' subs measure up?" demonstrates a perfect example of a customer using a company's social media page to cause problems. Subway, the world's largest fast food chain with 37,000 locations, is facing criticism after an customer posted a picture on... Read More

Why Your Business Needs A Customer Engagement Strategy

A customer engagement strategy is about more than bells and whistles. It's about creating an interaction between your brand and your customers. This increased interaction allows your business to become more than a product or service; it becomes a part of your customer's social channels, their peer groups and your brand will get integrated into... Read More

Becoming Channel Agnostic in the Mobile Age

Smartphone use is growing at an astonishing rate of 45% year over year. Nearly half a billion people will connect to the cloud from a mobile device this year. So what does that mean for the companies that are doing business with, hoping to do business with, or providing service in some way to these... Read More