When does personalization become too personal? Research shows your current efforts could be creeping out your customers. InMoment surveyed 2,000 consumers and 1,000 brands in the United States to find out where both groups aligned or disconnected on…
Building a customer experience (CX) strategy is much like building a home; a multifaceted, multiphase, and often hugely complex undertaking. Relying on technology alone limits success and hampers the ability to become a world-class, customer-centric…
The term minimum viable product (MVP) is often misused by people that think it is interchangeable with a BETA. But that’s not the case. MVPs are comprised of the minimum set of features necessary to prove the most essential hypothesis for a pr…
As many businesses work on improving the customer experience, they look to efficient, cost-saving technologies like IVR and chatbots. These avenues often seem the most logical for customer service managers who are charged with cost-cutting, but they of…
Whether it’s small companies trying to rapidly grow and build their brand, or large companies trying to maintain customer loyalty, Zendesk aims to empower businesses to seamlessly serve their customers at scale, live on the channels their custome…
Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business …
Are you currently struggling with ways to see everything you want to know about your customer, or is their contact information in your salesperson’s cell phone, while their order history is in an old binder on that same salesperson’s desk, …
We know customers prefer self-service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place. If you’ve been on the si…
Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is ba…
This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the abi…
