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
Omnichannel Fulfillment: The Retailers Answer to Keeping Up With Shopper Expectations
Nearly everything about the retail shopping experience has changed since the pandemic. One of the biggest differences is the way read more
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
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
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
Just as Important as Taking the Right Steps This Holiday Season is Avoiding the Wrong Ones. In such a unique year, the risk of errors ... read more
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 the read more
Customer Experience Offerings Essential for Apparel Brands in 2020
In 2020 Apparel Brands Need to Deliver an Incredible Customer Experience that Includes Offerings to Increase Brand Loyalty As apparel ... read more
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
Customer Service Automation Through Conversational AI Has Become More Crucial Than Ever Before COVID-19 has upended the way consumers ... read more
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
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
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
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
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
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
We believe automation holds the key to differentiating those brands that are truly serious about customer experience (CX) from those ... read more
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 An Automation-First CX Strategy
Developing a winning automation-first CX strategy might sound daunting, but the process doesn’t have to be if you approach it with an ... read more
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
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
One-to-One Customer Care is Critical Not Just in a Crisis, but for Rebuilding Sales and Earning Long-Term Loyalty As retailers struggle read more
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
Your business is no doubt going through trying times. Whether YouTube needed to reduce your call center staff thus creating prolonged ... read more
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 eTail read more
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
Why Your Brand Should Embrace BESPOKE Customer Experience
Why Your Brand Should Embrace BESPOKE Customer Experience When you hear the word “bespoke,” what comes to mind? If you’re like most ... read more
2020 Customer Experience Trends – Privacy Will Get Real
Even as brands turn to automated intelligence to meet expectations for great customer experiences, new restrictions are being placed on read more
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- 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
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
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
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
With a plethora of channels demanding attention, aggressive revenue targets to hit and customer expectations growing by the day, why ... read more
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
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
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
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
The bar is moving higher for what constitutes standout service. Self-service content and smooth interactions across touchpoints are now read more
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
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
Stellar holiday customer experience now requires that merchants orchestrate offerings across multiple boundaries. Not only must ... read more
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
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
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
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
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
Simply put, automated shopper assistance bridges traditionally siloed systems like customer service, social media management, logistics read more
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
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
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
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 it ... read more
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
Turning Touchpoints into a Journey
Every interaction with your customer is important, and maximizing the effectiveness of touchpoints has been a valid business concern ... read more
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
As Featured in Total Retail The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods and data ... read more
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 from ... read more
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
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
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
“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
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
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
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
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
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
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
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
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
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
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
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
Chat Bot Intelligence – Current State A simple chat bot can answer simple queries about – “How is the weather?”, “How are ... read more
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
Your brand image depends on the customer service you provide. A once-unsatisfied customer is unlikely to visit your site again. While ... read more
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
Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience
Angela Hsu, SVP Marketing and Ecommerce at Lamps Plus, the United States’ largest lighting retailer, recognized a need to take action ... read more
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
