Use Video to Build a Customer-Centric Company
The video revolution is in full swing. Consumers have overwhelmingly expressed their preference for video over static website content and other digital media. Cisco estimates that by 2022, online videos will make up more than 82% of all consumer-driven internet traffic. That’s a 15x increase over 2017 numbers. Consumers are connected 24/7, and video provides […]
Streamline Call Center Workflows with an Integrated Digital Self-Service Platform
Consumer expectations have evolved rapidly, as a streamlined omnichannel experience has become far more commonplace than it once was. Customers have clearly indicated a preference for multiple channels of communication. Specific channel preferences vary greatly among different age groups, at different times, and for different purposes. Most consumers prefer digital self-service as a primary option, but […]
Why You Need a Single Digital Communications Platform
In the 2020s, the battle for customer mindshare is being played out in the digital realm. Consumers have come to expect a consistent and highly personalized multichannel communications experience, as business leaders seek to engage their clients more deeply, leverage existing relationships to drive higher brand loyalty, and deliver a unified customer experience. How can […]
Want to Engage More Customers Post-COVID? Self-Service Is the Answer
When COVID arrived upon the scene in early 2020, consumers had already begun to shift toward online interactions, frequently preferring digital self-service applications over direct person-to-person communication. The pandemic has dramatically accelerated that digital customer engagement trend, as consumers have increasingly turned to email, text, web, social, chatbots, and video to communicate with the businesses […]
Customer Clarity: A New Wave in Customer Experience
Reflecting on the (r)evolution that’s underway with the EngageOne Suite from Precisely, this post explains the new wave of customer experience opportunities that are now possible. Without business jargon, I seek to describe past customer experience challenges that can be solved today in ways not previously possible by adding customer clarity to your communications. I will […]
Reimagining CX for a Post COVID-19 World
In 2013, L’Oreal executives set an ambitious goal for the company: to shift 20% of the organization’s sales to online channels by 2020. The company was on target to achieve that goal when in March 2020, the COVID-19 pandemic arrived on the scene. Suddenly, L’Oreal needed to shift much further in the direction of online […]
Re-Imagining Customer Engagement for the Financial Services Industry
As the world looks hopefully toward positive changes in 2021, there can be little doubt that some of the events of 2020 will have lasting impact on society as a whole for years to come. One significant change last year came in the form of customer engagement. Research sponsored by the CMO Council in association […]
How the Insurance Industry is Changing the Dynamic of Customer Experience with Video
Insurance is one of the constants in consumer life. Consumers need insurance for cars, homes, property, health, and lives. But one of the things these important policies are often missing is a positive customer experience. Forrester Research says the customer experience health insurers provide ranks the lowest of any industry. Industry disruptors know this, and […]
4 Ways to Engage Customers with Video to Meet Them at Their Moment of Need
It’s all about the micro-moment. Instead of sitting down for a long period of time to research a topic, customers use their mobile devices to search for in-the-moment details. Engage customers with video if you want to catch them in this moment of need. Interactive video and the moment of need Consumer online habits have […]
Meet Your New Customer Experience Professional: Chatbots for Today’s Customers
What’s the first thing that comes to mind when you think of customer engagement? It probably isn’t chatbots, yet evidence might tell you otherwise. Chatbots are becoming the new customer experience professionals. Read on to learn more about rising levels of chatbot adoption across a variety of sectors, and why chatbots can lead to increased […]
Critical Channels of Choice: COVID-19 Highlights a Failure to Meet Consumer Expectations
This has been a year of unprecedented change in the lives of brands and the customers they serve. Precisely, in conjunction with the CMO Council, set out to discover what brands should know to improve the customer experience in the new normal. To that end, we surveyed more than 2,000 consumers in the United States, […]
Personalized, Seamless, and Omnichannel Communication: It’s What Consumers Want
Today’s customer engagement must be omnichannel, personalized, and seamless. For marketers, customer experience, and customer service professionals, that represents a significant challenge. How has customer engagement evolved over time, and what tools do marketers need today to create solid customer engagement? Understanding omnichannel customer engagement The concept behind converting a prospect into a customer is […]