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Digital Engagement Blog

The Fast Track to Omni-channel Customer Care

“I'm not seeing how you're solving the problem. You're talking about the front end, but the contact center's challenges are in their back end, i.e. in how they handle the different channels.”

That was a comment I received from Tobias Goebel, Director of Mobile Strategy at Aspect Software, on my recent Omnichannel is Dead blog post.

Topics: Customer Care Mobile Engagement

When Customer Engagement Fails: The Worst Shopping Experience Ever

The other day I went shopping for shoes, and I had the worst shopping experience ever.   I’m not going to name the store, but it’s one that you would know.  I was virtually alone browsing the merchandise, looking at business casual work shoes to get me through the colder weather that will soon be upon us.

Topics: Mobile Engagement Customer Acquisition

In-App Customer Care is the Missing Link to Mobile Engagement

Retailers, banks, businesses large and small are pouring money into their mobile apps. However, there is one item they continue to forget: Customer care.

Topics: Customer Care Mobile Engagement

Omnichannel Customer Care is Dead

What would happen if you woke up tomorrow morning and realized you were spending millions of dollars trying to solve the wrong problem? 

Topics: Customer Care Mobile Engagement

An Uber Brilliant Idea for Mobile Engagement

Earlier this week, ridesharing innovator Uber announced that it has partnered with nearly a dozen companies to allow users to directly order rides from within their apps. If a user is in the parent app of any of Uber’s selected partners, including OpenTable, Starbucks, and United Airlines, they can directly order a ride without having to close the existing app and then open the Uber app. “Uber” brilliant idea, isn’t it?

Topics: Industry Insights Mobile Engagement Service Delivery