What is Digital Transformation?

Posted on May 17, 2018
If you have attended a conference, joined a webinar, or read a business article in recent years, you already know that digital transformation imperative for all businesses of all sizes. Companies must transform their processes, products, communication mediums, and tools to remain competitive […]

Posted In: customer experience, customer engagement, digital transformation

Getting Started with Customer Experience Technology

Posted on May 10, 2018
After creating a customer experience strategy to inform your decisions, it is necessary to dig into the day-to-day steps required to get started with the right tools for your business. Here we explore 4 simple, yet essential steps to getting started with new and connected customer experience […]

Posted In: customer experience, technology, today's customers, customer engagement

Why Video Matters to the Customer Experience

Posted on May 3, 2018
A customer’s relationship with a business is defined by more than product satisfaction and short wait times. Both of these factors are necessary. However, a successful customer engagement strategy is the result of a core understanding of what a customer feels when interacting with a brand. F […]

Posted In: customer experience, video, video / voice chat, visual engagement, today's customers, customer engagement

Top 4 Strategic Technologies to Improve the Customer Experience

Posted on April 26, 2018
According to Gartner, more than two-thirds of marketers responsible for the customer experience say their companies compete on the basis of customer experience. In fact, analysts anticipate that by 2020 the customer experience will overtake price and product as the key brand differentiator. […]

Posted In: Cobrowse, customer experience, technology, video, visual engagement, customer engagement

How to Deal with Customer Experience Budget Constraints

Posted on April 19, 2018
When Q1 performance does not go as expected, departmental budgets see a strategic tightening. Customer experience leaders know that investment in tools and technology influences positive customer relationships and organizational success. This dichotomy makes managing budget shifts a challeng […]

Posted In: customer experience, Realtime, today's customers, customer engagement

How to Create a Customer Experience Technology Strategy

Posted on April 12, 2018
Businesses rely on a diverse set of solutions that utilize technology to bring together networks of employees, partners, and customers. These systems are designed to build and deliver profitable customer experiences. Technology has traditionally been the foundation of a company's operations […]

Posted In: customer experience, Security, technology, visual engagement, today's customers, customer engagement

What is Next for Digital Experience?

Posted on April 4, 2018
Today’s customers live in a digital, media-saturated world, where experiences online shape their perception of a brand before they ever engage with a representative. As a result, it is imperative to the success of a business that these customers have an excellent digital experience.   Provid […]

Posted In: Cobrowse, customer experience, Realtime, video, visual engagement, today's customers, customer engagement

10 Questions to Help Choose the Right Customer Experience Technology

Posted on March 21, 2018
For decades, business leaders have turned to technology to help deliver customer support and aid sales efforts. However, the focus on customer experience has also required a delicate balance with organization budgets and agent workflows. Traditional customer engagement technology is often re […]

Posted In: customer experience, technology, today's customers, customer engagement

Are Customer Callback Features Outdated?

Posted on March 7, 2018
By 2020, customer experience is expected to overtake price and product as the key brand differentiator. Companies use technology to enhance the usability of their products, communicate with customers, and connect systems to prepare for more stringent customer demands.  In an attempt to impro […]

Posted In: customer experience, video, visual engagement, today's customers, customer engagement, virtual queuing

Stop Putting Your Customers On Hold

Posted on March 1, 2018
The Internet has dramatically changed how businesses function. Similarly, it has altered the lives and expectations of customers. With more and instantaneous access to information - and your competitors - customers are in the driver’s seat of today’s business exchanges. To reach and keep the […]

Posted In: customer experience, technology, video, visual engagement, today's customers, customer engagement, virtual queuing

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