3 Ways to Rethink Customer Service in the Subscription Economy
What started with newspapers and magazines has now evolved to real-time, contextual, and personalized product ownership experiences.
Customer Engagement
HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™
Bots&Brains™ can help customer-focused businesses meet heightened expectations for service in this increasingly digital landscape.
QandA with HGS: Right Service, Fast to Revolutionize Roadside Assistance
Posted by Dennis M. Harrison, HGS, VP of Business Development Roadside assistance is costly for most vehicle manufacturers. Ideally, roadside service is easy to use, […]
Q andA with Strategy Institute: Measuring Omnichannel ROI
As an independent and research-based think tank, Toronto-based Strategy Institute, facilitates intelligence sharing through learning and networking opportunities for professionals around the world. Strategy Institute […]
A Blueprint for Digital Channel Preference in Your Unified Customer Engagement Strategy
In an age when technology is advancing communication, remember this: The customer journey through digital channels (such as, web, chat, video, social, mobile) differs largely […]
Cloud Transformation of Unified Customer Experience
Posted by Matthew Vallance 2015 is definitely the year of the cloud. Investments in omni-channel cloud customer contact solutions across the service industry are increasingly on […]
The Optimized Customer Experience that Creates Competitive Advantage
Posted by Partha DeSarkar It’s a new era for the contact center. The latest generation of communication channels, reinforced by today’s mobility and cloud computing, […]
Digital Customer Engagement – the Science behind the Strategy
Posted by Megan Neale Original article published in the November issue of Engage Customer How many meetings have you sat through where participants passionately advocate […]
Interactive Chat Drives Improved Engagement
Posted by Matthew Vallance I have talked before about social media engagement and how this explosion in channels has changed customer service in the past […]
Getting emotional with your customers
Posted by Matthew Vallance The team at Engage Customer published a great blog recently focused on mapping the emotions of customers as they engage with […]
