Customer Engagement Archives

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use...

Customer Engagement

How Well Do Brands Use Mobile Messaging and Live Chat?

Elizabeth Glagowski - July 6, 20200

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether...

Customer Engagement

Contact Tracing: 4 Lessons Learned from the Front Lines

Elizabeth Glagowski - June 1, 20200

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may...

Customer Engagement

Contact Centers Maintain Human Connections in Times of Crisis

Elizabeth Glagowski - April 6, 20200

In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They...

Customer Engagement

Say I Do to Customer Service

Dylan Haviland - February 3, 20200

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

Customer Engagement

A First Look at 2020 Retail at NRF’s “Big Show”

Judith Aquino and Dylan Haviland - January 20, 20200

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional...