Best of 2021: Top 10 Customer Engagement Solutions Blog Posts
By connecting with customers when, where and how they desire, using personalized and data-driven insights, businesses are creating the game-changing experiences that customers demand. 2021 brought some informative Customer Engagement Solutions content and as the year comes to a close we would like to share our top 10 posts from our blog. #10 Streamline Call […]
Provide a Better Customer Experience with Personalized, Interactive Video
Video has proven to be the single most engaging form of online content available. SingleGrain reports that 93% of marketers use video marketing. According to Hubspot, 54% of people want marketers to produce more video content. MarketingLand reports that as much as 62% of people agreed to being more interested in a product after seeing it in a Facebook Story. Video […]
Creating an Omnichannel Customer Experience in the Telco Industry
Over the past decade, there has been a great deal of talk about the importance of an omnichannel experience. For many, that term is most familiar in the context of retail businesses that incorporate a mix of online and brick-and-mortar contact. But the concept of an omnichannel customer experience actually extends much further than that. […]
Provide a Better Customer Experience with Chatbots
Customer experience (CX) is rapidly becoming a critical battleground in the fight for competitive advantage. Gone are the days when companies could focus primarily or exclusively on a physical product. Today, consumers expect to engage with companies throughout the entire lifecycle of the products they purchase. They have far greater access to information during the […]
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 […]
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 […]
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 […]