When COVID hit, Georgia’s government was overwhelmed by people wanting unemployment help. Fortunately the state’s Digital Services agency was ready. Constantine von Hoffman on July 31, 2023 When the U.S. shut down in response to COVID-19, many government agencies were overwhelmed by requests for help and information. One of those was Georgia’s Department of Labor … Continue reading How a customer service crisis drove the use of chatbots in Georgia
Keep use cases — and the customer — top-of-mind using these frameworks. Chris Wood on July 20, 2023 The digital customer journey is more fragmented than ever. This makes resolving the identities of customers an even greater challenge for marketers. But all hope isn’t lost if marketers focus on use cases and think about the … Continue reading Two frameworks for resolving identity and improving customer experience
Here’s why artificial intelligence is integral to delivering personalized customer journeys and the platforms and tools that make it possible. Greg Kihlstrom on July 17, 2023 In this four-part series, we’re exploring four categories of artificial intelligence (AI), how they can meaningfully impact marketers and their customers and what to potentially avoid. Part one (Generative … Continue reading 4 AI categories impacting marketing: Personalized customer journeys
By Sam Becker June 22, 2023 The Internal Revenue Service (IRS) isn’t exactly known for its stellar customer service—something that’s become increasingly clear in recent years. But there’s good news: The agency is making significant improvements in how it deals with taxpayers, directly. With the official tax-filing deadline two months behind us, it appears … Continue reading IRS customer service is finally making gains after hellish pandemic-era disruptions
The burgers and shakes chain has a winning playbook they are taking to new markets while improving existing stores. Chris Wood on June 13, 2023 Shake Shack, a chain that began as a single burger stand near New York’s Flatiron building, has grown to over 450 locations in the U.S. and around the world. The … Continue reading How Shake Shack measures experience and activates customer insights
When the customer calls, AI is helping to solve problems, assist agents and improve the entire journey. Chris Wood on June 8, 2023 Generative AI and large language models are making customer experience platforms more accessible and humanized. These advances in recent months build on years of AI development that customer service and experience company … Continue reading How generative AI is improving customer experience and service calls
Many companies do well in creating value for their customers, but the real key to sustainable growth is found in expanding value. Carlos Hidalgo on May 25, 2023 Customer engagement is essential to the growth of any business, yet so many companies fail to do it effectively. This could be due to messy data, limited … Continue reading Customer engagement: Moving from value creation to value expansion
Is it time to abandon the 360-degree view of the customer? Gartner analysts seem to think so. Others disagree. Kim Davis on May 25, 2023 Almost half of the most advanced CDP users have significant challenges with data integration, Gartner’s Matt Wakeman told an audience at Marketing Symposium. He described as “wishful thinking” the following … Continue reading Gartner: Give up on the complete view of the customer
Organizations will often get a new technology before they know what they are going to do with it. Strategy must drive tech decisions. Chris Wood on May 23, 2023 Customer journey orchestration (CJO) uses different tools to provide seamless experiences for customers and increase revenue. Because customer journey orchestration casts a broad net across the … Continue reading How to build a customer journey orchestration strategy
Identity verification platform Onfido has acquired Airside Mobile, planning to make its digital identity app available outside the air travel space. Kim Davis on May 22, 2023 The ability to register for a service in a seamless, friction-free way, is an essential but often overlooked part of the customer experience. We’re all familiar with the … Continue reading ‘Sign-up’ is part of the customer experience
