Customer Engagement Archives

Customer Acquisition vs. Retention: The Perfect Balancing Act

Dylan Haviland - March 8, 20210

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that...

Customer Engagement

3 Ways Contact Centers Can Deliver on Digital Expectations

Dylan Haviland - March 1, 20210

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line...

Customer Engagement

4 Ways to Orchestrate Amazing Ominchanncel Customer Journeys

Guest: Ryan Swanger - February 16, 20210

Customers like options. They want to choose how to customize their products, services, and even the channels in which they interact with brands. To...

Customer Experience Strategies and Best Practices

NRF 2021: Trends that Retailers Bet will Outlast the Pandemic

Judith Aquino - January 18, 20210

With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging...

Customer Engagement

In a Crowded Healthcare Industry, Stand Out with Stellar Patient Experience

Cara Rosner - January 11, 20210

Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the...

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 prepared? Bill...

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 prepared? Bill...

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 pandemic hit,...

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. Unfortunately, by...