Examples of Customer Engagement Strategies & Tips from the Pros

Customer engagement plays a pivotal role in every business’s operations, and as such, it is a hot topic in today’s customer experience discourse. Heightening customer engagement involves tailoring your company’s services and products to more effectively fit the needs of your client base. To do this, it helps to have a good idea of where […]

Read More

What You Can Learn from Netflix About Big Data & Customer Engagement

Netflix is a master at showing how big data can work as a tool to create strong customer engagement and improve customer satisfaction – the next time you choose a new TV series, see the recommendations this streaming service offers based on your previous choices. This company – with its oceans of information about when […]

Read More

What does customer engagement mean to you?

Recently, Marketing Week revealed that 78 percent of marketers used brand engagement as an ROI metric – yet less than half believed that it was taken seriously by business leaders. No wonder it’s difficult for businesses to commit to strategies that focus on boosting customer engagement. However, there may be a good reason for the […]

Read More

Omnichannel Data & Analytics: Making Omnichannel Work

In our most recent white paper, we explained how companies can move beyond interaction analytics to an omnichannel world. The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results. One of the biggest challenges here is making sure that the company’s data analytics are not […]

Read More

IOT Evolution: Predictive Analytics & the Internet of Things

The Internet of Things and predictive analytics – these two technologies have an almost unlimited number of potential applications, and are already upending countless industries. Research and Markets estimated that the global IoT market will reach $660 billion by 2021, representing a 33 percent compound annual growth rate through that time. Similarly, the worldwide predictive […]

Read More

Improve Customer Engagement by Thinking Like a CEO

How is it that certain brands, in the face of wandering customer focus, are still able to strongly engage with customers? Their top leaders have a lot to do with that engagement. For example, Richard Branson, founder and CEO of Virgin Group, has always focused on being in the “experience business,” Forbes contributor Carmine Gallo […]

Read More

Leveraging Natural Language Processing To Its Fullest

Leveraging Natural Language Processing To Its Fullest Twenty years ago or even ten, if we were seen talking to our laptops and smartphones, we would have gained the stare from quite a few people around us, not anymore. Devices these days especially smartphones come equipped with technology that allows us to voice our demands and […]

Read More

4 Examples of Common Customer Engagement Misconceptions

As is the case with most buzzwords, customer engagement has a fuzzy definition, which can make it difficult for companies to create strategies that improve customer satisfaction and experience. As a result, engagement has a large number of misconceptions, which can stop contact center leaders from taking full advantage of the benefits that customer engagement […]

Read More

Why multitasking is the enemy of active listening

The Takeaway: While it’s tempting to multitask, agents struggle to have authentic interactions with customers. Active listening is a useful tool to improve engaging with customers. Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer […]

Read More

How to Identify Your Customer Engagement Optimization Priorities

The Takeaway: Customer experience objectives should take precedence over technology when aiming for customer engagement optimization. It’s a simple question with a complex answer: What’s the best way to improve the customer experience at your company? An obvious step in the direction is to optimize customer engagement. A recent survey found that “improving the customer […]

Read More

Listen 2016: Customer Engagement Building Momentum

The Higher Ed Growth team joined top customer engagement professionals for CallMiner’s Listen 2016 earlier this month. Our company has attended for years and this event stood out in many ways. For one, it was bigger. With 40 percent more attendees, customer engagement is clearly building momentum. It’s a reflection of the industry and a […]

Read More

3 Innovative Uses of Gamification

The Takeaway: Enterprises are leveraging gamification in new, exciting ways. With customer engagement analytics, you can go even further with your gamification strategies. Gamification is quickly becoming a leading focus point for enterprises in countless industries. In previous blog posts, we discussed how companies can gamify their contact centers to better motivate agents and some […]

Read More

Is Your Customer Engagement Ready For the Internet of Things?

The Takeaway: The IoT is fast approaching, and you need to adjust and adapt your customer engagement strategies and resources accordingly.   The Internet of Things is one of the most exciting technological developments to emerge in recent years. As the IoT picks up steam, it will inevitably have a huge impact on companies in […]

Read More

Understanding Customer Journey Mapping

Understanding customer journey mapping is a critical step for businesses as they move increasingly toward omnichannel. Yet many customer engagement professionals remain foggy in terms of what exactly the customer journey is and, just as importantly, how to best leverage it for customer engagement optimization.   What Is Customer Journey Mapping? Part of the confusion stems […]

Read More

Should Gamification Be Fun?

The Takeaway: For gamification strategies to deliver improved customer engagement, you need to balance your business objectives with genuinely enjoyable incentives. Gamification deployments are fast becoming more common – and more expansive. Business leaders now realize there are virtually no limits to how or where gamification strategies can prove valuable, as this approach has the […]

Read More

Are You Using Customer Engagement Analytics for Marketing Research?

The Takeaway: Customer engagement analytics can supplement or even replace traditional marketing research, delivering more accurate and comprehensive insight. Customer engagement analytics solutions have the potential to deliver an unprecedented degree of insight for enterprises. When first deploying this technology, most companies tend to limit their focus to the contact center, where the raw information […]

Read More