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Dylan Haviland

Customer Engagement

Say I Do to Customer Service

Dylan Haviland -
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New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every...
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Data Analytics

Make Every Voice Heard With Speech Analytics

Dylan Haviland -
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There’s an old saying that says sometimes you have to look back to move forward. In the contact center space, interaction analytics,...
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Customer Engagement

3 Magical CX Lessons from Disney Plus

Dylan Haviland -
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On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly...
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Customer Loyalty

Tell a Story With IoT

Dylan Haviland -
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IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how...
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Customer Engagement

Aldo Crowns User-Generated Content King

Dylan Haviland -
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Ask any millennial what an influencer is and you will hear about vibrant social media stars who flaunt the latest trends in...
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Customer Engagement

CX Experts Share Tips and Tricks for Getting Messaging Right

Dylan Haviland -
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The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer...
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Recent posts

How Well Do Brands Use Mobile Messaging and Live Chat?

Customer Engagement Elizabeth Glagowski -
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When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether...
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Rethink the Contact Center of the Future

Customer Loyalty Dylan Haviland -
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The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every...
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5 Strategies to Accelerate Digital Transformation

Digital Engagement Dylan Haviland -
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Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help Countless mentions of “digital transformation” gets us no closer to...
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Contact Tracing: 4 Lessons Learned from the Front Lines

Customer Engagement Elizabeth Glagowski -
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Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may...
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Data Breach Report: Credential Theft, Social Attacks Lead to Most Security Breaches

Technology Judith Aquino -
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Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified...
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