Blog

All Blog Posts

  • Am I a Demanding Traveler?

    July 6, 2017 Kimberlee West, Product Marketing Manager

    I consider myself to be an easy-going traveler. However, I want to get the most out of the time I set aside for leisure. I want to go at my own pace, even if that means serving myself. I value experiences over material things, and I look forward to the comments I’ll receive once I post my pictures on Facebook and Instagram.

    Topics: Customer Engagement
    Read More
  • Why Apple Business Chat will Succeed Where Others Haven’t

    June 29, 2017 PV Kannan, Co-founder and Chief Executive Officer

    The recent announcement of Apple Business Chat, which will connect businesses with customers on iMessage, has major implications for both consumers and businesses. Using Business Chat, consumers will be able to get answers to questions, resolve issues and conduct transactions on their iPhone, iPad, and Apple Watch. Apple is joining the ranks of virtually every major tech company in recognizing the value of interactive chat as a vital way of improving customer experience.

    Topics: Digital Transformation
    Read More
  • Four Key Paid Search Trends You Need to Follow

    June 26, 2017 Angela Sanfilippo, Senior Director of Product Marketing

    In the world of paid search marketing, tools and trends are constantly evolving as the market becomes more complex. Before you can decide where and how to best focus your advertising spend, you need to have a good understanding of the current landscape. To help you navigate the changing times, we’ve identified four key paid search trends we believe will impact your paid search strategy, whether you’re ready or not.

    Topics: Customer Acquisition
    Read More
  • Lost in Translation: A Telecom Journey

    May 25, 2017 Kimberlee West, Product Marketing Manager

    I am tired of repeating myself and my message being lost in translation.

    For years of gathering all my usage data and tracking my customer service calls, my TV, mobile, and internet providers seem to know nothing about me. Telecoms have a gold mine of Big Data, but are late in the game of harnessing this knowledge. The technology enabled by their networks have changed the way we engage with the world, but their customer service remains archaic.

    Topics: Customer Engagement, Virtual Agent (Chatbots)
    Read More
  • McKinsey and “The Seven Deadly Sins of CX Transformations”

    April 18, 2017 Kevin Payne, Vice President, Global Demand Generation & Field Marketing

    The seven deadly sins of customer experience transformation don’t include gluttony or wrath, but perhaps you’re envious of what your competitor is doing to improve their customer service ratings and NPS scores.

    Topics: Customer Engagement
    Read More
  • To Heck with Email, I Want Instant Answers! Why Chat and Chatbots are a Better Idea

    April 4, 2017 Kevin Payne, Vice President, Global Demand Generation & Field Marketing

    When you’re a customer with an urgent question or issue, time is of the essence. Delay of minutes – or even hours – can have a huge impact on revenue and customer satisfaction.

    Topics: Customer Engagement, Virtual Agent (Chatbots)
    Read More
  • Weathering the Frustrated Traveler Storm

    March 13, 2017 Vijai Shankar, Sr. Director Industry Marketing

    Snowstorms, computer outages, lightning strikes! Oh my! For all business and leisure travelers, a common fear is what happens when there’s an unforeseen event, including technical glitches or extreme weather conditions, that cause last minute delays. Airline travel is a calculated process of time management.

    Topics: Customer Engagement
    Read More
  • The Lyft in Banking Customer Experience

    February 17, 2017 Vijai Shankar, Sr. Director Industry Marketing

    Uber, Lyft, and Airbnb are all the rage. Why? They are examples of companies that have utilized disruptive technologies and business models to simplify an existing process, and provide an easier customer interface and better customer experience. Uber, Lyft, and Airbnb have taken the friction out of the customer journey and emphasized the experience. But why is this relevant to the financial services industry?

    Topics: Customer Engagement, Digital Transformation
    Read More
  • Digital Mandate for Health Plans

    February 1, 2017 Vijai Shankar, Sr. Director Industry Marketing

    Digital transformation has impacted a number of industries over the last several years and healthcare is at the forefront. Given current margin pressures and ongoing industry changes, health plans face a strategic imperative to consider fundamental changes to their operating model. Digital initiatives serve as a catalyst in organizational transformation that can help payers reimagine their business processes and customer engagement techniques. With digital, payers can drive more efficient automation, have stronger connectivity with members, and deliver more advanced data-driven interactions.

    Topics: Customer Engagement, Digital Transformation
    Read More
  • The Road to Banking 2020 – Will you be a Winner, Bystander, or Road Kill?

    January 25, 2017 Vijai Shankar, Sr. Director Industry Marketing

    Over the last decade there's been a significant decline in branch banking. In the past four years, Bank of America, Chase, and Wells Fargo have cut more than 15% of their branches, bringing their branch levels back to that of the early 1980s. Why? The change in customer behavior. With digital and mobile banking, customers don’t need to visit a branch for most of their banking activities. This leads us to an interesting question: what will banking look like in 2020?

    Topics: Customer Engagement, Digital Transformation
    Read More