Taking your buyer experience from transactional to relationship-driven
Actionable analysis

Taking your buyer experience from transactional to relationship-driven

2y Alex Hunter

Taking your buyer experience from transactional to...

Five pointers for marketing leaders looking to shift their buyer experience from transactional to relationship-driven, and examine the importance of c...

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Customer experience in 2025: here’s where we’re heading
AI & Automation

Customer experience in 2025: here’s where we’re heading

3y Chris McGugan

Customer experience in 2025: here’s where we’re he...

By 2025, it’s likely that nine dollars of every $10 will be spent on the digital experience versus phone/voice. Oracle Service's SVP and GM, Chris McG...

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Elevating customer service in 2021
Content

Elevating customer service in 2021

3y Steven Petruk

Elevating customer service in 2021

CGS' Steven Petruk highlights three things your organization needs to strengthen customer service strategies: humans, technology and creativity Read M...

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Key Insights: Leaders harness social media for digital transformation and customer service
Digital Leaders

Key Insights: Leaders harness social media for digital transformation and c...

3y Kamaljeet Kalsi

Key Insights: Leaders harness social media for dig...

Insights on how leaders are using social media strategies beyond communications, extending to customer service, sales, employee advocacy programs, and...

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Brands should add text/message and have “identical support” across channels
Digital Marketing

Brands should add text/message and have “identical support” across channels

4y Barry Levine

Brands should add text/message and have “identical...

New report from customer support platform UJET finds a steady use by consumers of all ages of multiple channels for customer service, and a desire for...

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How new technology is changing the game for the luxury customer
Digital Marketing

How new technology is changing the game for the luxury customer

4y Hadar Paz

How new technology is changing the game for the lu...

How live chat, chatbots, AI and more are creating a new opportunity for luxury brands to create a better, seamless digital customer service experience...

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Only 8% of stores use live chat correctly, new report says
Chatbots

Only 8% of stores use live chat correctly, new report says

5y Kimberly Collins

Only 8% of stores use live chat correctly, new rep...

"Most online retailers are leaving money (and marketing campaign ROI) on the table," Vincent Phamvan, Head of Growth at Simplr, told ClickZ. Read More...

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TechSee releases ‘first’ computer vision platform for contact centers
Disruptive MarTech

TechSee releases ‘first’ computer vision platform for contact centers

5y Barry Levine

TechSee releases ‘first’ computer vision platform ...

TechSee has released what they're calling the first AI-powered visual recognition for contact centers, to help detect and resolve customer issues via ...

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Five simple (and effective) chatbot builders
Chatbots

Five simple (and effective) chatbot builders

5y Emily Alford

Five simple (and effective) chatbot builders

Many brands are using chatbots to answer common customer service-related questions, record customer preferences, and improve business branding. Read M...

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The state of the chatbot market in 2019
Chatbots

The state of the chatbot market in 2019

5y Jacqueline Dooley

The state of the chatbot market in 2019

The global chatbot market is expected to surpass $994 million by 2024, with a compound annual growth rate of 27%. An overview of the state of the chat...

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How to use chatbots as part of your marketing strategy
Chatbots

How to use chatbots as part of your marketing strategy

5y Emily Alford

How to use chatbots as part of your marketing stra...

It's 2019, and you're probably wondering if it's about time you use chatbots in your marketing strategy. Here's a ton of examples and tips for how to ...

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Six key social media marketing trends for 2019
Digital Marketing

Six key social media marketing trends for 2019

5y Tereza Litsa

Six key social media marketing trends for 2019

It’s the right time now to start planning your social media marketing strategy for 2019. These are the key trends to follow for another successful yea...

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How chatbots can help answer customer questions
Chatbots

How chatbots can help answer customer questions

5y Jeff Epstein

How chatbots can help answer customer questions

Companies are increasingly using chatbots to answer customer questions and improve CX. Pairing AI with human agents gives customers better, faster ans...

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Bots, chatbots, robots, AI! Here’s why knowing the difference could set your company apart
AI & Automation

Bots, chatbots, robots, AI! Here’s why knowing the difference could set you...

6y Emily Alford

Bots, chatbots, robots, AI! Here’s why knowing the...

Bots, chatbots, robots, and AI are some of the most buzzed words in the industry right now, but even insiders are sometimes unclear on their differenc...

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Leading by example, compact content and other insights from Freedman International's Global Marketing Trends study
Leadership

Leading by example, compact content and other insights from Freedman Intern...

6y Mike O'Brien

Leading by example, compact content and other insi...

ClickZ and Freedman International surveyed more than 500 senior global marketers in the U.S. and U.K. to ask them what challenges and opportunities th...

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Unlocking email marketing's full potential with the human touch
Email

Unlocking email marketing's full potential with the human touch

6y Mike O'Brien

Unlocking email marketing's full potential with th...

Over the last 40 years, email marketing has evolved from a mass communication channel to one that can be targeted and personalized at scale. With all ...

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Meeker's Internet Trends Report: How social media affects customer support
Social

Meeker's Internet Trends Report: How social media affects customer support

7y Tereza Litsa

Meeker's Internet Trends Report: How social media ...

The rise of social media has opened up new opportunities for brands to explore a new method of communicating with their customers. Mary Meeker's Inter...

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How to measure and optimize customer engagement on any channel
Analyzing Customer Data

How to measure and optimize customer engagement on any channel

7y Chris Camps

How to measure and optimize customer engagement on...

‘Customer engagement’ is a concept so nebulous, and so often used, that it’s lost meaning in the marketing world. What is customer engagement, what me...

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How chatbots can refine the customer acquisition process
Chatbots

How chatbots can refine the customer acquisition process

7y Marcela De Vivo

How chatbots can refine the customer acquisition p...

Today, people have ever-decreasing attention spans and aren’t interested in putting too much effort into becoming consumers. That's what makes chatbot...

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How to bring chatbots into your marketing strategy
Chatbots

How to bring chatbots into your marketing strategy

7y Marcela De Vivo

How to bring chatbots into your marketing strategy

When used effectively, chatbots can deliver timely, quick support to influence buying decisions, field customer service questions, and maximize target...

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Is yours a culture of complaint handling or understanding?
Insights

Is yours a culture of complaint handling or understanding?

7y Dale Roberts

Is yours a culture of complaint handling or unders...

This Summer, the UK Financial Conduct Authority (FCA) changed the way banks are required to manage complaints. They have been given more time to resol...

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Study says Twitter customer service pays off
Media

Study says Twitter customer service pays off

8y Al Roberts

Study says Twitter customer service pays off

Twitter is increasingly focused on the customer service uses of its service, and many brands, like Southwest, are investing heavily in their Twitter c...

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Seven ways to future-proof your digital strategy
Asia

Seven ways to future-proof your digital strategy

8y Sophie Loras

Seven ways to future-proof your digital strategy

Nurcin Erdogan Loeffler, head of strategy and innovation, Vizeum China, outlines the seven ways businesses can future proof their digital strategies. ...

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Twitter adds new customer service features
Community Management

Twitter adds new customer service features

8y Al Roberts

Twitter adds new customer service features

Social media has become an increasingly important channel for customer service over the years, and Twitter in particular is one of the social platform...

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How can you better answer your customers' questions online?
Ecommerce

How can you better answer your customers' questions online?

8y Stuart Kerr

How can you better answer your customers' question...

Most ecommerce professionals will admit that there are ways in which their website user experience can be improved, and in many cases there are some e...

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Five reasons why you should invest in social customer service
Community Management

Five reasons why you should invest in social customer service

8y Rebecca Sentance

Five reasons why you should invest in social custo...

If you’re a business in 2016, chances are that you’ve invested time and resources into maintaining a social media presence, to promote your bran...

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Why are we so bad at social media customer service?
Media

Why are we so bad at social media customer service?

8y Matt Owen

Why are we so bad at social media customer service...

While social media marketing campaigns have always grabbed the lion’s share of the headlines, customer service is the area where the real battles for ...

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