On the Podcast: Building a Customer Obsessed Culture at Kustomer
On the latest episode of Movers & Shakers, Rob Bailey, COO of Kustomer, discusses customer experience (CX) and everything that goes into making the...
The In-Person Customer Experience
The concept of the online, in-person customer experience is still relatively new, yet the possibilities are continuing to unfold as we now have the...
Introducing the Digital Salesperson
The Role of a Digital Salesperson
Take your average, traditional salesperson. Most people instinctively know a salesperson as someone who is relentless in getting you...
Converting Online Quotes to Sales
Each year, J.D. Power releases its U.S. Insurance Shopping Study. The study for 2016 revealed that while insurers are investing in more digital channels...
What is Voice of Customer?
Whether you’re asking for opinions or not, customers offer them and give feedback on just about anything. Thanks to the availability of online channels...
Why the Phone’s Days are Numbered
The concept of the phone call as we know it is in the process of dying a slow but eventual death. At nearly 140...
Podcast: Understanding What Customers Really Want at Philadelphia Insurance Companies
Building out a Customer Service organization in today's business environment isn't easy. Customer demands are always changing and expectations are at an all-time high....
Making “How May I Help You?” A Thing of the Past
A few weeks ago while trying to make a change to my mobile plan, I had a customer experience that was poor at best...
The Evolution of the Contact Center
Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of...
Glia Wins 4th Finovate Best of Show
For some reason, Finovate seems to bring out the best of us and the recent FinovateSpring 2017 in San Jose, California was no different....