Customer Engagement Archives

Customer Engagement

Mobile Commerce Projected to Represent 54% of Online Transactions by 2021

Judith Aquino - November 16, 20200

What’s next for mobile commerce in a world transformed by COVID-19? What new expectations do customers have and how can brands be...

Customer Engagement

Mobile Commerce Projected to Represent 54% of Online Transactions by 2021

Judith Aquino - November 11, 20200

What’s next for mobile commerce in a world transformed by COVID-19? What new expectations do customers have and how can brands be...

Customer Engagement

How Kroger’s Contact Center Weathered the Pandemic

Elizabeth Glagowski - November 3, 20200

Grocery stores and supermarkets sit on the front lines of customer experience. They are literally a lifeline to communities, and when the...

Customer Engagement

3 Ways to Drive Effortless Customer Experiences

Guest: Ryan Swanger - September 3, 20200

Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience....

Customer Acquisition

3 Ways Companies can Reset—and Win—at Customer Loyalty

Judith Aquino - August 31, 20200

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent...

Customer Acquisition

Forrester’s 2020 CX Index Report: CX Scores Rise Even During COVID

Dylan Haviland - July 20, 20200

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now...

Customer Engagement

How to Move your Digital Transformation Strategy Forward (Hint: It’s not a Crisis Response)

Judith Aquino - July 16, 20200

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...