• 5 Essential Ways to Win Customer Loyalty

    These days, brands with the greatest customer engagement succeed the most at winning customer loyalty. Customers are enticed by creative and genuine engagement strategies, especially by brands that really take customer needs to heart. So what exactly does it take to offer the best customer engagement for the best results? Here are five essential ways to win customer loyalty...

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  • 5 Reasons Omnichannel Matters in Modern Customer Experience

    With all the talk of messaging apps and social media these days, one may wonder if omnichannel still plays a valuable role in customer experience. Conversational commerce is shifting the way brands interact with customers, making the mobile experience more optimized and appealing than ever. However, it’s for precisely this reason that omnichannel remains necessary, and even critical, to...

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  • 5 Reasons Humanized Customer Experiences Still Matter

    In our digital age, many brands strive to enhance the customer experience through technology. Automated service, omnichannel strategy, and timesaving options like callbacks and IVR menus have all made modern customer service more efficient and appealing than it has been in the past. Yet, with all these advances, one might question what role humans play in these experiences, both...

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  • Is Your Brand Customer-Centric? 5 Questions to Consider

    In the past few years, the conversation around customer service has shifted from reactive to proactive, from delivering service to creating great customer experiences. As many studies suggest, brands that value great experiences and embrace a customer-centric approach achieve the most growth and long-term loyalty. Forrester’s Customer Index reported that brands that prioritize customer experience gained 43% in performance....

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  • 5 Key Values at the Core of Millennial Customer Experience

    Modern customer experiences are not just about good service delivered through advanced technologies or greater availability. As many brands have taken note, modern customers look for rich, customer-centric experiences that align with customer values. Millennial customers arguably embrace these ideals more than any other generation, as their digital savviness, sense of efficiency, and desire for personalized service have reshaped...

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  • 6 Tips for Agent Empowerment in the Contact Center

    Brands nowadays recognize that happy customers are often those who feel the most empowered. When customer engagement is efficient, timely, and conducted in a friendly manner, customers tend to become loyal advocates of the brands that provide such service. In the same vein, agent empowerment is key to these great customer experiences, as a successful contact center depends on...

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  • 5 Ways to Deliver Optimum Omnichannel Customer Service

    Many brands nowadays embrace a multichannel approach to customer engagement. However, merely being present on multiple channels does not ensure great customer experiences, as some channels are often not optimized for meaningful content or lack the consistent agent support customers look for. In this regard, the distinction between multichannel and omnichannel is significant: omnichannel customer service stands for true,...

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  • 5 Ways to Optimize Customer Experiences with Big Data

    In order to provide great customer experiences, brands must first understand their customers. Customer feedback surveys and social media comments offer valuable insights, but the digital age has paved the way for closer analysis on a far greater scale with big data analytics. Big data allows companies to analyze a mix of complex data sets from various sources to...

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  • 6 Tips for Optimizing the Voice Channel

    In the modern landscape of omnichannel customer service, the traditional voice channel remains a preferred contact channel among customers. As described in the previous blog post, many customers turn to the voice channel for the reassurance of talking to a live agent. Some customers find the channel simpler to use than others, while some may seek a personal, humanized...

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