Blog & Resources

technology

3 Ways to Let Customers Guide Your Greatest Innovation

Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your ...

Multichannel Support Will Burn Out your Customer Support Team in 2016

Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there's a risk that support professionals will burn out if they don't take steps to manage their workload ...

Tapping Into Real-Time Customer Input

Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only ...

The Tinderization of Mobile Customer Expectations

The world is changing, and fast. We've come to accept the incredible pace of innovation. But have you thought of how it's impacting your customer's expectations? With the widespread acceptance of apps like Uber and Tinder, customers are demanding more ...

Is Your Customer Experience Technology Helpful or Creepy?

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends are always a big part ...

What Will SXSW Mean for Customer Experience in 2015?

It's that time again! I'll be heading to South By Southwest Interactive in Austin, Texas. It's the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone's attention but is a flash ...

Can We Have Innovation Without Leveraging Customer Feedback?

I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We'll have more to share from this later this week, but for now, we wanted to share an ...

Future Marketing: 3 Ways to Speak to Tomorrow's Customer

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show, the behemoth of tech conferences, in Las Vegas, Nevada. Many of the trends emerging, though not terribly surprising, ...

What New Omnichannel Trends Really Mean for Customers

Remember when retailers were scared of their online competitors? While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once only sold online are building stores for customers to visit ...

Why Customer Service Technology Can't Replace Humans

Remember when self-checkout and mobile e-commerce were considered “futuristic” technology? How about when only the brand-spanking-new gas stations had pay-at-the pump? That wasn't very long ago. And today, we stand once again at the threshold of a new era in customer service technology. ...

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