Advertising, Customer Care, Customer Experience, Leadership, Marketing, Social Data

Building a better Social Suite: 12 features that fuel your enterprise-wide social media strategy

When you think about your brand’s social media strategy, what comes to mind? Is it about listening to what your customers are...

Chaitanya Goyal

October 20, 2021 • 10 min read

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Customer Experience, Leadership, Marketing, Social Data

4 ways social listening reports unlock the business value of customer experience

Digital and social platforms have transformed the way consumers interact with your brand and communicate their experiences and...

Colton Wright

October 14, 2021 • 8 min read

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Customer Care, Customer Experience

How to take control of your organization’s complaints and escalation management

It’s a common misconception that customers who raise complaints do so because they have nothing better to do, or worse still,...

Christopher Connolly

October 5, 2021 • 6 min read

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Customer Care, Customer Experience

RG 271 is coming: time to reevaluate complaints management in Australian financial services

Earlier this month, the Australian Securities and Investments Commission (ASIC) re-released Regulatory Guide 271 for Internal...

Christopher Connolly

September 20, 2021 • 6 min read

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Customer Experience, Social Data

Brand monitoring for brand safety and crisis detection

How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important...

Colton Wright

September 16, 2021 • 7 min read

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Customer Experience, Leadership

CX in the public sector: 5 government trends to embrace now

“Government doesn’t need to worry about customer experience. Where else are customers going to go to get what they need?” I hear...

Stephanie Thum

September 8, 2021 • 7 min read

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Advertising, Customer Experience, Marketing

Smart Compliance: the smart way to ensure brand protection

You’ve worked hard to build up your brand — expanding your marketing outreach and experimenting with new channels to engage with...

Sharon Chung

August 26, 2021 • 7 min read

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Customer Experience, Marketing

5 must-have features in your social selling platform

There is an interesting story about an interview question at a bank where candidates were asked, “What do you think of social...

Manasa Adeni

August 24, 2021 • 8 min read

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Customer Experience, Marketing

3 smart ways financial services brands can use social media selling to boost business

The last few years have brought unprecedented digital disruption to the way traditional sales and marketing operates in all...

Manasa Adeni

August 12, 2021 • 7 min read

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Customer Care, Customer Experience

Turn high-performing service agents into a guide for others with smart AI and automation

It’s impossible to remember everything With the rising popularity of conversational chatbots, simple customer queries are now...

Shrenik Jain

August 10, 2021 • 6 min read

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Advertising, Customer Experience, Marketing

Build a unified, strategic vision with powerful omni-channel marketing

One-size-fits-all marketing is no longer enough. We live in a fast-paced world, one dominated by the proliferation of social...

Sharon Chung

August 6, 2021 • 6 min read

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Customer Experience, Social Data

Are you getting the most out of your product insights? Here are 19 use cases.

Here are the facts: 84% of consumers trust online reviews as much as a personal recommendation, and consumers are also willing to...

Colton Wright

July 29, 2021 • 4 min read

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Customer Experience, Social Data

How to build a customer-centric product strategy using real-time product insights

From marketing to product development, customer feedback about your products is the lifeblood of your brand. But, the way...

Rob Vanderzyppe

July 22, 2021 • 5 min read

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Customer Care, Customer Experience

How Conversational AI helps brands be human@scale

The velocity of digital messages is insane Every digital channel you offer for customer service is a doorway to helping an...

Aurélien Caye

July 20, 2021 • 8 min read

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Customer Care, Customer Experience

Survey says… it’s time to move to predictive CSAT

For many companies, customer satisfaction (CSAT) scores aren’t just a ‘how’m-I-doin’ metric; they’re an...

Wendy Mikkelsen

July 1, 2021 • 5 min read

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