Blog

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  • 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)
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  • 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
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  • 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)
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  • 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
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  • 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
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  • 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
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  • 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
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  • Chatbots for Travel: A Customer Engagement Balancing Act

    January 5, 2017 Christina Wilson, Marketing Programs Manager

    I used to work in a destination hotel rooftop cocktail bar. The guests would often queue for over an hour to get a table with a view. The expectation of that experience was that waiting in the queue at the bottom of the elevator would be worth it, because, when they reached the 23rd floor, they’d be treated to a table with a view of the city and a delicious cocktail.

    Topics: Customer Engagement, Virtual Agent (Chatbots)
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  • The Missing Puzzle Piece: The Digital Personal Banker

    December 1, 2016 Vijai Shankar, Sr. Director Industry Marketing

    Over the last decade, banks in the Asia-Pacific (APAC) region have accounted for over 46 percent of global banking profits. However, the region now seems to be settling into a new era of slower growth rates and increased challenges in generating significant profits. From a consumer standpoint, Asian consumers are moving quickly into digital banking. According to McKinsey research, there is a 96 percent and 94 percent digital penetration in Australia and Singapore respectively. The same research also states that more than 80 percent would be willing to shift some of their holdings to a bank that offers a compelling digital proposition.

    Topics: Customer Engagement, Digital Transformation
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  • What Are Your Online Shopping Carts Singing This Black Friday?

    November 28, 2016 Aneta Ranstoller, Product Marketing Manager

    Deck the halls with boughs of shoppers… Fa-la-la-la-la-la-la-la. What tune are your online shopping carts singing this Black Friday season?

    Unsurprisingly, with the acceleration of all things digital, web traffic on retailer’s sites this holiday season is expected to eclipse 2014 and 2015. Deloitte reports that with shoppers now allocating half of their holiday spend to online shopping, a real shift in consumer behavior has taken place changing not only how consumers purchase, but also the landscape of Black Friday.

    Topics: Customer Engagement
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