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 […]
Video Helps Members Navigate the Healthcare Industry in Tough Times
Healthcare is personal. When you broach sensitive and complex topics like healthcare, you need to be able to have conversations based on trust, which is established by anticipating and addressing each member’s individual needs. Most importantly, communication and customer engagement can’t flow in one direction – health plans need to be able to have two-way […]
Three Things Consumers Want You to Know About Engaging Successfully
Marketers today have more options than ever before for reaching customers—from printed mailers to digital display ads, and from phone and in-person connections to social media, text messages, emails, blogs, and video communications. That plethora of options can be a double-edged sword for customer engagement. Having so many channels available brings benefits, of course, in […]