Articles for Mark Smith
3 Ways to Tie Artificial Emotional Intelligence into the Customer Journey
With so many interactions having moved from face-to-face to online, it has become more important than ever to be able to gauge emotions from afar. Today's AI is increasingly up to the task.
Real-Time Journey Analytics: Maximizing the Customer Experience with Every Interaction
In today's hyper-connected sales environment, businesses require more than surveys or the Net Promoter Score to gain a comprehensive view of the customer. Scalable, cloud-based customer journey analytics give companies their best chance at identifying unmet CX needs.
Voice of the Process: Don’t Just Watch What Customers Say, Watch What They Do
By capturing and analyzing actual customer behavioral data, you can close the voice-of-the-customer blind spot, understanding consumer needs through their actions.
Stop Trusting Third Parties with Your Customer Experience
Customer loyalty and brand identity can be put at risk by trusting outsiders to provide what has now become the key element of the customer relationship—the experience.
CRM Integration: If You Don’t Coordinate, You Might Alienate
Getting all of your technologies and channels to operate together is the way to ensure customer happiness.