Customer Experience Insights.

Powerful Insights and Strategies to Enhance the Customer Experience

Stay Updated on the Latest Trends in Customer Experience Automation and Conversational AI Powered Customer Service

Best Practices For Developing Your Conversational AI Roadmap

Best Practices For Developing Your Conversational AI Roadmap

Use The Following Best Practices as a Guide to Build Your Conversational AI Roadmap While some of the best practices we're ... read more

Effects of the Covid-19 Pandemic on Retail (CX)

Effects of the Covid-19 Pandemic on Retail (CX)

Retailers That Survived 2020 Without an Adequate CX Automation Solution Will Need to Act Fast in a Post Covid-19 2021 The fact that ... read more

The Components of a Robust AI Customer Support Solution for 2021

The Components of a Robust AI Customer Support Solution for 2021

  How Does Your AI Customer Support Solution Stack Up in 2021? In this article we're deep diving into the specifics and ... read more

The Future of Retail Customer Service is Digital Workers

The Future of Retail Customer Service is Digital Workers

  The Digital Worker is Changing the Way Retailers Interact With Their Customers If retailers have learned anything in the ... read more

New Feature: Omnichannel Pickup Assistance & Orchestration Digital Worker

New Feature: Omnichannel Pickup Assistance & Orchestration Digital Worker

  Offer Your Customers a Seamless End to End Shopping Experience With Linc Omnichannel Pickup Assistance and Orchestration ... read more

How to Optimize Your Chatbot With Next-Gen Digital Workers

How to Optimize Your Chatbot With Next-Gen Digital Workers

  Learn How to Use Next Generation Digital Workers to Optimize Your Chatbots For an Incredible Customer Experience Chatbots ... read more

Digital Workers: The Key to Optimizing Your CX Automation Efforts

Digital Workers: The Key to Optimizing Your CX Automation Efforts

Is Your Business Leveraging Digital Workers as Part of the CX Automation Strategy? In this article we will be discussing Digital ... read more

5 Features to Look For in a Customer Experience Platform

5 Features to Look For in a Customer Experience Platform

Understanding the 5 Most Critical Features of a Customer Experience Platform and What They Mean Quick Navigation: ... read more

Key Strategies For Embracing CX in Your Organization

Key Strategies For Embracing CX in Your Organization

Understanding and Embracing CX Across the Organization The Past Year Has Been a Wake-Up Call About the Vital Need to Invest in a ... read more

New Feature Announcement: Promotion Support Digital Worker

New Feature Announcement: Promotion Support Digital Worker

Automate Over 90% of Promotions Related Support Inquiries With the New Linc 'Promotion Support Digital Worker' With the ... read more

Are You Getting a 360 Degree View of Your Customer?

Are You Getting a 360 Degree View of Your Customer?

  What is a 360-Degree Customer View? "A 360-degree customer view often called a single customer view is an aggregation ... read more

Retailers Keep Up With Shopper Expectations With Omnichannel Fulfillment

Retailers Keep Up With Shopper Expectations With Omnichannel Fulfillment

  Nearly everything about the retail shopping experience has changed since the pandemic. One of the biggest differences is the ... read more

How to Supercharge Your Chatbot With Omnichannel AI

How to Supercharge Your Chatbot With Omnichannel AI

  Advances in Chatbot Technology Have Engaged Consumers and Transformed the Shopping Experience. Combined With Omnichannel AI, ... read more

4 Ways Customers and Retailers Win Big With Live Chat

4 Ways Customers and Retailers Win Big With Live Chat

Retailers are Suffering From Long Wait Times and Decreased Sales During the Pandemic. Using Live Chat Can Help Close the Communication ... read more

Omnichannel AI Customer Service: The Key to Survival in The Evolution of Retail

Omnichannel AI Customer Service: The Key to Survival in The Evolution of Retail

Retailers and Brands That Innovated and Pivoted Early, Embracing Omnichannel AI to Power Their Customer Service Weathered the Storm ... read more

4 Planning Mistakes Retailers Must Avoid This Holiday Season | 2020

4 Planning Mistakes Retailers Must Avoid This Holiday Season | 2020

Just as Important as Taking the Right Steps This Holiday Season is Avoiding the Wrong Ones. In such a unique year, the risk of ... read more

How  Retailers Can Adapt To A New Holiday Reality in 2020

How  Retailers Can Adapt To A New Holiday Reality in 2020

How Can Retailers Take the Customer Experience Lessons of 2020 and Apply them to the coming Holiday Season? To date, the effects of ... read more

Customer Experience Offerings Essential for Apparel Brands in 2020

Customer Experience Offerings Essential for Apparel Brands in 2020

Deliver an Incredible Customer Experience that Includes Offerings to Increase Brand Loyalty As apparel brands close out 2020 and ... read more

Consumer Behavior Trends Defining the 2020 Holiday Season

Consumer Behavior Trends Defining the 2020 Holiday Season

As Retailers are Preparing for the 2020 Holiday Shopping Season it is Important to be Aware of the Trend Changes in Consumer Behavior ... read more

The Future of AI Powered Customer Service

The Future of AI Powered Customer Service

Customer Service Automation Through Conversational AI Has Become More Crucial Than Ever Before COVID-19 has upended the way ... read more

How To Choose a Customer Experience (CX) Platform

How To Choose a Customer Experience (CX) Platform

With Many Emerging Technologies Available, How Do You Choose which Customer Experience (CX) Platform is Right for You?  If we have ... read more

3 Ways to Automate the Customer Experience Right Now

3 Ways to Automate the Customer Experience Right Now

The Need for Many Leading Brands to Provide a Differentiated Customer Experience Will be the Key to Success the Remainder of This Year ... read more

How Luxury Brands Can Deliver 1:1 Customer Experiences at Scale

How Luxury Brands Can Deliver 1:1 Customer Experiences at Scale

Luxury brands are moving with the times at last. But in the rush to appeal to a new generation of buyers, it’s essential to maintain ... read more

Retailers Can Thrive Post Covid-19 With CX Automation

Retailers Can Thrive Post Covid-19 With CX Automation

There is No Segment of the Retail Industry That Remains Untouched by COVID-19. CX Automation is a Necessity for Retailers and Brands to read more

The New Normal: Building Brand Loyalty and Trust Long-Term

The New Normal: Building Brand Loyalty and Trust Long-Term

Even when businesses reopen fully and shoppers are able to browse the aisles once again, the need for online customer support won’t ... read more

Differentiate the Beauty Customer Experience To Build Lasting Loyalty

Differentiate the Beauty Customer Experience To Build Lasting Loyalty

Customer Experience (CX) Is a Vital Component of Building Lasting Brand Loyalty in Competitive Online Retail Landscapes The beauty ... read more

Your CX Playbook: How to Build an Automation First CX Strategy

Your CX Playbook: How to Build an Automation First CX Strategy

Is Your Brand Ready to Go Customer Experience (CX) Automation First? CX Automation holds the key to differentiating the brands who ... read more

Go Beyond Live Chat to Stimulate Buying as Restrictions Ease

Go Beyond Live Chat to Stimulate Buying as Restrictions Ease

As difficult as it’s been for retailers to pivot to online-only sales and limited fulfillment options, they may face an equally steep ... read more

How To Scope Your Automation-First CX Strategy

How To Scope Your Automation-First CX Strategy

Scoping Your Customer Experience Automation Strategy is the Focus of This Article Developing a winning automation-first CX strategy ... read more

Building the Business Case for CX Automation First

Building the Business Case for CX Automation First

There comes a time in every industry’s life cycle when it can no longer avoid grappling with the influence and impact of technology on ... read more

Ease the Pressure of Crisis Response

Ease the Pressure of Crisis Response

With shelter-in-place orders still in effect across much of the U.S. and around the globe, retailers are in crisis mode. As brands ... read more

Prioritize Customer Service Automation to Navigate the Recovery

Prioritize Customer Service Automation to Navigate the Recovery

One-to-One Customer Care is Critical Not Just in a Crisis, but for Rebuilding Sales and Earning Long-Term Loyalty As retailers ... read more

Stimulate Buying When We Start Coming Out Of This

Stimulate Buying When We Start Coming Out Of This

When we start coming out of this, consumer uncertainty is going to lead many brands to need to find ways to alleviate stress and help ... read more

Be More Responsive and Protect Your Brand In These Trying Times

Be More Responsive and Protect Your Brand In These Trying Times

Your business is no doubt going through trying times. Whether YouTube needed to reduce your call center staff thus creating ... read more

eTail 2020: Direct Customer Conversations Drive High Organic Revenue Growth

eTail 2020: Direct Customer Conversations Drive High Organic Revenue Growth

eTail 2020 Conference We Covered Direct Customer Conversations and Their Value in Driving High Organic Revenue Growth We attended ... read more

How Conversational AI Makes Human Agents More Efficient

How Conversational AI Makes Human Agents More Efficient

For most retailers, customer care AI offers the ability to provide streamlined bespoke experiences at a scale that human agents simply ... read more

Take Advantage of Bespoke Customer Experience for Your Brand

Take Advantage of Bespoke Customer Experience for Your Brand

Learn How Your Brand Can Deliver Stellar Shopping Experiences With Bespoke Customer Service When you hear the word “bespoke,” what read more

The Quality of AI Will Make Or Break Brands This Year – 2020 Trends

The Quality of AI Will Make Or Break Brands This Year – 2020 Trends

As pressure mounts to differentiate with swift and superb service via interactive channels, more and more brands are turning to ... read more

2020 Trends in Customer Experience – Both Free and Fast Matter

2020 Trends in Customer Experience – Both Free and Fast Matter

In addition to responding instantly to customer service inquiries, brands are expected to fulfill orders more quickly than ever. Given ... read more

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Two-Way Conversations Flourish

The Internet has not only increased the importance of customer service as a differentiator; it’s changed altogether the way shoppers ... read more

Conversational Commerce is a Must Have After This Holiday Season

Conversational Commerce is a Must Have After This Holiday Season

If early 2019 holiday results are any indication, the time is fast approaching when mobile will dominate the peak season online. To ... read more

2019 Conversational AI Recap

2019 Conversational AI Recap

Conversational commerce is on the rise, and 2019 saw key developments laying the groundwork for one-to-one customer experiences to ... read more

New Feature: FAQ Curator for Conversational AI and Post-Purchase Engagement

New Feature: FAQ Curator for Conversational AI and Post-Purchase Engagement

With Chatbots and Conversational AI leading the charge for digital innovation and customer experience, businesses are swiftly learning ... read more

5 Reasons Why Retailers Should Optimize For Live Chat

5 Reasons Why Retailers Should Optimize For Live Chat

With a plethora of channels demanding attention, aggressive revenue targets to hit and customer expectations growing by the day, why ... read more

Conversational Commerce Demo: Voice Assistant Return & Re-order

Conversational Commerce Demo: Voice Assistant Return & Re-order

https://vimeo.com/276075465   Branded Conversational Commerce Demonstration With Linc AI Voice Assistance Integrated with ... read more

2020 Trends in Customer Experience: Two-Way Conversations Flourish

2020 Trends in Customer Experience: Two-Way Conversations Flourish

The Internet has not only increased the importance of customer service as a differentiator; it’s changed altogether the way shoppers ... read more

2020 CX Trends: AI Customer Service is the Secret Sauce

2020 CX Trends: AI Customer Service is the Secret Sauce

Over nearly three decades, Internet shopping has ushered in many changes to the retail landscape -- one of which is that a growing ... read more

2019 Holiday Survival Tips For Retailer’s: Automate Predictive Intelligence To Drive

2019 Holiday Survival Tips For Retailer’s: Automate Predictive Intelligence To Drive

Merchants have long known that transactional emails -- messages related strictly to fulfillment of existing orders, as opposed to ... read more

2019 Holiday Survival Tips For Retailer’s – Spotlight loyalty club holiday perks

2019 Holiday Survival Tips For Retailer’s – Spotlight loyalty club holiday perks

Loyalty rewards programs that give shoppers perks based on spending are widespread and popular. More than 7 in 10 consumers belong to ... read more

2019 Holiday Survival Kit: Use Holiday Service as a Loyalty Builder

2019 Holiday Survival Kit: Use Holiday Service as a Loyalty Builder

The bar is moving higher for what constitutes standout service. Self-service content and smooth interactions across touchpoints are ... read more

How To Choose a Live Chat Vendor

How To Choose a Live Chat Vendor

If you’re ready to explore the advantages of intelligent assistant-based live chat, it’s critical to create the right context for ... read more

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

As shoppers increasingly rely on digital assistants such as Siri and Alexa, and as merchants use AI to deliver personalized service for read more

Omnichannel Transitions for Stellar Customer Experience | 2019

Omnichannel Transitions for Stellar Customer Experience | 2019

Stellar holiday customer experience now requires that merchants orchestrate offerings across multiple boundaries. Not only must ... read more

2019 Holiday Planning | Content Preparation

2019 Holiday Planning | Content Preparation

As merchants prepare to navigate holiday sales spikes, they should focus on proactive triage. By addressing common questions and ... read more

2019 Holiday Prep Survival Kit

2019 Holiday Prep Survival Kit

Heading into the 2019 holiday season, perfecting the customer experience is more important and more challenging than ever. Omnichannel read more

Your Data Won’t Get Results Without Context

Your Data Won’t Get Results Without Context

As featured in Forbes In our digital world, customer centricity, the customer experience and personalization separate the winners from read more

Best Practices for Setting up a Referral Marketing Program

Best Practices for Setting up a Referral Marketing Program

Guest Post from our Partners at Talkable People naturally trust other people. For example, imagine your friend sends you a link to a read more

How to Evaluate an Automated Shopper Assistance Platform

How to Evaluate an Automated Shopper Assistance Platform

Cultivating potential loyal customers over one-time purchasers is the key driver for reimagining the retail CX relationship between ... read more

Automated Shopper Assistance: What It Is and What It Means for Retailers

Automated Shopper Assistance: What It Is and What It Means for Retailers

What is Automated Shopper Assistance and What Does it Mean For You as a Retailer? Simply put, automated shopper assistance ... read more

Multi-Channel Customer Journeys Are The New Reality

Multi-Channel Customer Journeys Are The New Reality

The linear customer journey a straight line from research to engagement to purchase where everything hinges on conversion and where the read more

Best Practices for Increasing Shopper Opt-In Rates

Best Practices for Increasing Shopper Opt-In Rates

Shopper opt-ins are the secret sauce to marketing your products and services to your future and current customers. With the heavy ... read more

The Role of Artificial Intelligence (AI) in Reshaping the Customer Experience

The Role of Artificial Intelligence (AI) in Reshaping the Customer Experience

AI has marked its importance across various sectors. With cheaper programming and enhanced algorithms, AI has successfully been able to read more

Building Your Conversational Commerce Technology Stack

Building Your Conversational Commerce Technology Stack

Do you go it alone or outsource? This is a big decision, and a lot of money stands to be spent or saved, earned or lost. Do you go ... read more

New Feature Alert: Intelligent Promotion Botlet

New Feature Alert: Intelligent Promotion Botlet

How do you promote products without large advertising budgets and over-saturating email inboxes? This is a common problem many ... read more

Designing a Customer Experience Strategy for Conversational Commerce

Designing a Customer Experience Strategy for Conversational Commerce

When you master conversational commerce, you’ll deliver experiences that make your customers feel as if you hired a personal assistant ... read more

How the New Silo-Less Organization is Creating a CX Evolution

How the New Silo-Less Organization is Creating a CX Evolution

As Featured in Total Retail The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods and read more

Best Practices for Customer Engagement at Every Touchpoint

Best Practices for Customer Engagement at Every Touchpoint

Crafting an experience that will keep customers coming back makes business sense. The cost of replacing a lost customer can range ... read more

New Feature Alert: Automated Assistance for BOPIS

New Feature Alert: Automated Assistance for BOPIS

As today’s savvy consumer becomes more demanding for the personalized customer experience, one thing is clear, buy online, pick-up in ... read more

New Feature Alert: Content Inspiration Botlet

New Feature Alert: Content Inspiration Botlet

We have all heard the mantra “content is king,” but are brands truly utilizing this and taking advantage of all the different ways they read more

6 Costly Misunderstandings about Chatbots and Amazon Alexa

6 Costly Misunderstandings about Chatbots and Amazon Alexa

Retailers are facing a raft of challenges this quarter. Amazon capturing more than half of total online retail growth, customers ... read more

2019 Omni-Channel Tech Journey

2019 Omni-Channel Tech Journey

“Hey Google, how do I perfect an omnichannel journey?” “Sorry, I don’t know how to help with that yet.” Ok, so it’s not that easy read more

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

As featured in Destination CRM The era of noreply@brand.com is over and the time for automated, conversational communications has ... read more

Customer Experience as the New Competitive Battleground

Customer Experience as the New Competitive Battleground

Buying and selling online began in earnest in the ‘90s. In 1995, the year Amazon and eBay both started, the internet existed as 120,000 read more

Conversational Commerce is the Future and the Present

Conversational Commerce is the Future and the Present

Chris Messina, who helped to popularize the term and is the Developer Experience Lead at Uber, declared “2016 will be the year of ... read more

Press Release | CUTS Clothing Automates the Customer Experience

Press Release | CUTS Clothing Automates the Customer Experience

Through Linc’s platform, CUTS Clothing now offers automated solutions for anywhere, anytime customer care and engagement SUNNYVALE, ... read more

Deploy Customer Care Automation: Complement Existing Post-Purchase Solutions

Deploy Customer Care Automation: Complement Existing Post-Purchase Solutions

The rules of customer engagement have changed. There is greater expectation on timeliness of resolution, personalization of service, ... read more

New Feature Alert: Consultative Buying Botlet

New Feature Alert: Consultative Buying Botlet

The evolution of automated customer care goes well beyond the post-purchase experience. Automated customer service is more than just read more

Using Enriched Data to Enhance Automation, Marketing, eCommerce and Operations Programs

Using Enriched Data to Enhance Automation, Marketing, eCommerce and Operations Programs

As the customer’s preferences and means of communication change, so does the amount data and tracking we have about customers ... read more

New Feature Alert: Product Inspiration Botlet

New Feature Alert: Product Inspiration Botlet

As consumers want more and more 1:1 communication with brands, a large strain takes hold on your customer service teams and the overall read more

The Evolution of Customer Care Automation

The Evolution of Customer Care Automation

Since the first checkouts appeared online more than 20 years ago, the best-in-class standards in customer experience have changed ... read more

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Through Linc’s platform, PureFormulas now offers automated solutions for anywhere, anytime customer care and engagement messaging ... read more

Customer Success: PacSun Differentiates the Customer Experience

Customer Success: PacSun Differentiates the Customer Experience

Leveraging Linc Global’s Customer Care Automation Platform, PacSun offers proactive SMS notifications on order status and automates ... read more

How to Make a ChatBot Smarter

How to Make a ChatBot Smarter

Chat Bot Intelligence - Current State A simple chat bot can answer simple queries about - “How is the weather?”, “How are you ... read more

The Challenges of Optimizing Post-Purchase in a Silo

The Challenges of Optimizing Post-Purchase in a Silo

As executives realize the need to reach customers on the channels they prefer, the post-purchase is the easiest and most common first ... read more

New Feature: Automated Web Chat and How It Will Change Customer Engagement Benchmarks

New Feature: Automated Web Chat and How It Will Change Customer Engagement Benchmarks

Your brand image depends on the customer service you provide. A once-unsatisfied customer is unlikely to visit your site ... read more

New Feature: Organic Marketing Opt-In

New Feature: Organic Marketing Opt-In

As brands are quickly learning, today’s customer wants to interact on the channel they want to use and at the time they want. Though read more

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We ... read more