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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
email, lead generation, marketing, social media, and more. Come back often as we are adding content on
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Growth Hacking — What It Is Why You Need It and How to Do It
by Mark Ungerman If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging...
Barb Ferrigno
Nov 11, 20232 min read
Do Your Service Channels Turn Your Customers into Net Promoters
by Heather Hughes When your customers are willing to recommend your company to friends and family members, you definitely are doing...
Barb Ferrigno
Nov 11, 20232 min read
Are Your Customers as Satisfied as You Think They Are
by Heather Hughes We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally...
Barb Ferrigno
Nov 10, 20232 min read
Consumers and Businesses Agree: When It Comes to AI Transparency Is Key
by Heather Hughes The 2019 NICE CXone Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and...
Barb Ferrigno
Nov 10, 20232 min read
Can You Hear What Your “Silent Majority” Is Saying?
by Ken Brisco Your customers are talking. Are you listening? Many of them speak volumes about their experiences with you but deny your...
Barb Ferrigno
Nov 10, 20233 min read
The Innovative New Way to Measure Customer Experience
by Andy Traba Measurement provides a standard for how we understand the world. From weight, temperature, length, value and even time we...
Barb Ferrigno
Nov 10, 20233 min read
Let’s Chat about Chat
by Heather Hughes More businesses are offering chat to their customers as a support option. Here’s why that's great news for both these...
Barb Ferrigno
Nov 9, 20232 min read
5 Ways That Digital Customer Service Is Influencing Customer Expectations
by Vit Horky It's common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of...
Barb Ferrigno
Nov 9, 20234 min read
How Positive Emotions Keep Customers Coming Back
by Vit Horky Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal...
Barb Ferrigno
Nov 9, 20234 min read
3 Ways to Streamline Digital Customer Service Integration
by Vit Horky Digital customer service and business both move at the speed of now. Agility and flexibility are key, and responsiveness...
Barb Ferrigno
Nov 9, 20233 min read
5 Reasons Customers Love Chatbots
by Vit Horky Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look...
Barb Ferrigno
Nov 9, 20233 min read
5 Key Emotions to Ensure Customer Loyalty
by Vit Horky We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live...
Barb Ferrigno
Nov 9, 20233 min read
Why Great Digital Customer Service Needs Vision and Commitment
by Vit Horky Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes...
Barb Ferrigno
Nov 9, 20233 min read
The Digital Revolution: Rising Consumer Expectations
by Chris Bauserman Digital today is much more than just email and chat. Today, your customers are rapidly moving beyond first-generation...
Barb Ferrigno
Nov 9, 20232 min read
The Show Must Go On! Elevating Customer Experience with Conversational AI
by Tamsin Dollin We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service -- and it really hit home for me...
Barb Ferrigno
Nov 9, 20233 min read
Why Digital Customer Service Depends on Software and Soft Skills
by Vit Horky If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But...
Barb Ferrigno
Nov 8, 20233 min read
It Turns Out Customers LIKE Email
by Sheila McGee-Smith As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To...
Barb Ferrigno
Nov 8, 20233 min read
10 Tips for Connecting with Customers Emotionally
by Vit Horky Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key...
Barb Ferrigno
Nov 8, 20235 min read
Artificial Intelligence is Transforming Customer Care
by Laura Bassett Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of...
Barb Ferrigno
Nov 8, 20232 min read
Great Customer Experience has the Power to Accelerate Growth
by Mark Ungerman Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more...
Barb Ferrigno
Nov 8, 20232 min read
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