• 5 Ways to Create a Customer-Centric Brand Culture

    When customer centricity first became a hot topic, many companies interpreted the concept to mean putting customers’ needs first. While taking the customer’s perspective is essential to offering him the best brand experience, companies sometimes fail to acknowledge how the entire organization needs to be involved in such an effort. Creating a customer-centric experience is not the sole responsibility...

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  • Data Protection: The Key to Customer Confidence

    What inspires customer confidence? Great service and reliable information certainly help customers trust a brand. However, in our modern digital age, companies need to offer much more to win loyalty. As data breaches become more prevalent, it’s more critical than ever to assure customers that their personal information is safe. According to Pew Research, 64% of Americans have personally...

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  • 7 Trends Shaping the Customer Experience in 2019

    When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as...

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  • How AI is Transforming the Mobile Customer Experience

    Artificial intelligence has increased the efficiency and profitability of many brands. In particular, mobile customer service and commerce have seen tremendous transformations, enabling customers to receive assistance and make purchases effortlessly. Here are five hot trends that will help you engage your mobile customers wherever they are. Personalized recommendations Isn’t it a great feeling when a brand recommends a...

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  • 5 Questions to Ask When Creating Customer Journey Maps

    Helping your customers begins with taking their point of view. As more and more brands adopt a customer-centric attitude, many are also discovering the value of creating customer journey maps. By analyzing data as well as feedback from both customers and employees, your company may develop maps that reflect customers’ experiences, feelings, and motivations as they interact with your...

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  • 5 Tips for Transforming Your Digital Customer Service

    You might think that your brand is a digital customer service star. After all, you talk to customers on social media, have an amazing website, and let your chatbots handle all the simple tasks. But before you sit back and let your service run on autopilot, remember this: Creating great customer experiences is all about evolving with your customers....

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  • 6 Qualities Every Customer Service Agent Should Have

    For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. On the other hand, agents who fall short of expectations convince customers that your brand has fallen short as well. Here are...

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  • 4 Trends for the Mobile Experience Every Brand Needs to Know

    It’s no secret that customers are attached to their mobile devices. Any company that truly values the mobile customer experience knows that making every interaction seamless and engaging is the only way to keep this important customer base. But how exactly do your customers use their smartphones? Take note of these four important trends—and what you need to do...

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  • Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

    While some may think that AI is gradually replacing the human element of customer experience, new innovations in AI are actually bringing humans closer together. With Vocalcom’s AI-powered predictive behavioral routing, customers are matched with agents based on common personality traits to create rich and personalized conversations with a powerful human connection. How do personality mapping and predictive behavioral...

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