Travel Companies: Focus on Customer Conversation Over Solicitation

Travel Companies: Focus on Customer Conversation

Disruption in the travel industry shouldn’t feel disruptive. The customer communications strategies that used to work now feel more like solicitations. And travelers are starting to tune brands out. See how you can make customer conversations more delightful at every stage of the journey.

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.

Transforming Health Insurance Customer Conversations

Transforming Health Insurance Customer Conversations

Open enrollment is a chance to sign millions of new subscribers. But the window of opportunity is small and the process can be stressful. But what if open enrollment didn’t have to be so chaotic (for you or your customers)? See how to transform customer conversations to take the pain out of health insurance enrollment.

On Mobile, Contact Us Becomes Message Us

On Mobile, Contact Us Becomes Message Us

Mobile has changed consumer expectations in customer support. Long, frustrating phone calls were once acceptable, but now instant gratification is expected. And yet, the companies whose apps we use every day—retailers, banks and financial services firms, travel companies, etc.—are keeping their customer support processes in the desktop dark ages. It’s time to adapt.

Transforming the Retail Banking Customer Conversation

Transforming the Retail Banking Customer Conversation

Consumer expectations have reached a point that simply having a mobile banking experience isn’t enough. Retail banks have to question whether or not they’re delivering real value for consumers—or if they’re just replicating a creaky old website on mobile. Layer helps retail banks deliver real value to today’s mobile-first customers.