Financial Services Disruption: Opportunity or Burden?

Financial Services Disruption: Opportunity or Burden?

Disruption is an ever-present challenge for incumbent financial services brands. You have two options—view disruption as a burden and take a defensive approach; or see it as an opportunity and adapt proactively. See how you can claim the innovation opportunity by improving the customer experience.

3 Reasons Omnichannel Retail Fails (and What to Do Instead)

3 Reasons Omnichannel Retail Fails (and What to Do Instead)

Despite the rise of omnichannel, retailers are still losing ground to Amazon. There are plenty of reasons why omnichannel strategies fall short. But if you want to move past them, you need to change the focus of customer conversations in retail.

Your Brand, Your Experience, Your Data: Thoughts from Phocuswright 2017

Your Brand, Your Experience, Your Data: Thoughts from Phocuswright 2017

We are back to San Francisco after our first Phocuswright 2017 and feel collectively energized about who we met and what we learned throughout the week. Now that we’ve had some time to reflect, here are some of our key takeaways about how customer conversations fit into the future of travel.

Facilitating the Lifetime Customer Conversation

Facilitating the Lifetime Customer Conversation

It’s time to bring sales and support back together. Back to the 1:1 relationships we had before mass marketing and the internet. That’s the premise I set in Part 1 of this two-part series. But what I’ve found is that getting people on board with this concept isn’t the problem. You’re probably already spending time […]

The Psychology of Upselling

The Psychology of Upselling

Everyone has a horror story where they had to call customer support to solve a problem only to receive an untimely sales pitch. How can you upsell successfully and create a more loyal, profitable customer base? Don’t just focus on making another sale. Focus on lifetime customer conversations that naturally deliver more value over time.

Rethinking the Pursuit of Customer Conversation Automation

Rethinking the Pursuit of Customer Conversation Automation

Chatbots, machine learning, and artificial intelligence all make it easier to take a more hands-off approach to customer conversations. But is that really the best idea? If you’re trying to automate engagement because you think that’s what consumers want, it’s time to take a closer look at the state of customer conversations.