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In our last post ‘How outbound text messaging can improve the customer experience’, we outlined some of the benefits of integrating outbound text messaging in your contact strategy. As with any channel, the success...
By
Helen Casewell
August 30 2017
Personalisation has been a hot topic in Customer experience (CX) circles over the last couple of years. Done well, personalised experiences have the potential to improve CX, increase loyalty, and reduce cost to serve. In an April 2017 report, Pivot To Person-First Personalization, Forrester reports that more than two-thirds of brands today consider...
Topics: Experience
By
Helen Casewell
September 27 2017
A poll of 2,000 consumers has shown some interesting insights into how segmentation affects channel preference within the utility market.
Topics: IVR Examples, Experience, Blog
By
Nick Scaglione
February 03 2014
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