<img height="1" width="1" alt="" style="display:none;" src="//www.bizographics.com/collect/?pid=5286&amp;fmt=gif">

Digital Engagement Blog

Digital Customer Experience: Lessons from Forrester CXSF 2016

Don't you wish Curly had it right?  You know, the cowboy from City Slickers who said the secret of life is just one thing.  All you have to do is figure out what that one thing is for you, right? 

If Curly were around to help us figure out the secret of digital engagement, it wouldn't be pretty.  He'd have to take off his dusty old cowboy boots to count all the secrets that are important to digital customer experience.   

Today we have more channels, more technologies, more silos of data, and more distractions competing for the digital consumer's ever-decreasing span of attention.  How do you come up with a digital engagement strategy in a world swirling with chatbots, intelligent assistance, and new messaging channels?  

In search of answers, the explorer in me set off on a fascinating journey. 

Topics: Customer Engagement Customer Experience Digital Context

The Surprising (and counter-intuitive) Truth About Customer Service

So in today’s digital world, which is your customers’ preferred way to interact with your company?
Is it…

  • A mobile app?
  • Web self-service?
  • Social media?
  • Email?

Give up?

It’s none of the above.

All generations of consumers prefer interacting with brands via the phone or in-person in a store over any other channel.

Surprised?

We were, too.  But there's a lot more to the story. 

Topics: Customer Engagement Customer Care Customer Experience Digital Context

The Mashup In Your Pocket: Bots, Messaging, and Mobile Apps

We live in the future.

What seemed like science fiction just a few years ago? 

It’s coming.

It’s happening.

It’s REAL.

The thing is, your customers already have the future right in their pockets. You do too. We all do.

Heck…you might even be reading this blog post on it.

It’s on your mobile device. In it, really…and also across the connected universe of devices and networks and servers everywhere.

Though you (and all your customers) may think it is, the device in your pocket is no longer your phone. It is a whole lot more. Especially as both Apple and Google have announced extended use of messaging tools on the device, the device formerly known as your phone is now your virtual assistant.

Why?

Topics: Messaging Apps Customer Engagement Customer Care Customer Experience