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SaleMove Blog

User experience (UX) and customer experience (CX) have overlapping traits but completely different end goals. With that in mind, it’s no wonder people often confuse the two terms and misunderstand how to utilize them within their company’s product framework. In a technology centered business arena, understanding the fundamental differences between UX and CX is vital. Once you’ve got the basics of both UX and CX down, creating effective processes for your company then becomes easier to...

As Fintech and Insurtech companies disrupt traditional financial services providers with a laser focus on their consumers and a rising millennial consumer base demanding personalized service, businesses will continue to innovate into the next year and beyond. Here are a few predictions on where we see customer experience moving in 2017. 1. Customer experience will make the difference between successful and unsuccessful companies. The customer journey is increasingly defined by customer experience. Forrester called the phenomenon three years...

Customer experience. You’ve probably heard the term, but what does it really mean? In Movers & Shakers, our podcast on customer experience, we always ask our guests to define the term. While each definition is different, there’s always a common thread, which we expected due to our notion that the idea of customer experience is inherently ingrained in...

With the speed at which technology is moving, companies are finding themselves armed with more data and possible touch points than ever before. It can be challenging to keep up with the latest trends in customer experience, yet not doing so can result in losing prospects to competitors who are more informed on new experience channels and how they work to enhance the customer journey. On our Movers & Shakers podcast, we like to ask our guests,...

Agencies find themselves in an interesting spot with regards to customer experience. On the one hand, they are responsible for delivering a great experience for their clients. But, on the other hand, in many cases they are responsible for delivering a great experience for their clients’ customers. In this episode of Movers & Shakers, we speak to Noah Weiner, the VP of Client Strategy at Be Found Online about the importance of customer advocacy. We also...

Our engineers have been very busy over the past few months. We’ve leveraged CoreOS to provide increased security and introduced Overseer, which helps companies engage their website visitors more effectively. But our last big announcement of the year is probably our most ambitious. We’re very happy to announce the release of our very own software development kit (SDK). The SDK should go a long way towards allowing enterprise companies to use SaleMove in a more flexible and...

In the last few years, companies have interacted with their customers in increasingly innovative ways. High-context engagement, for one, has exploded in popularity. According to Forrester, only 32 percent of customers trust ads in any channel, meaning that products and personalized customer experience are what makes businesses stand out. One rising trend tied to high-context engagement is CoBrowsing. CoBrowsing is growing to be a highly sought-after, effective tool for context-based online engagement, especially via mobile devices...

  Customer service doesn't need to be a dirty word. In our most recent episode of Movers & Shakers, we chat with Nina Alexander-Hurst, the Vice President of Customer Service & SWAT at BaubleBar about rethinking the way that companies provide service to their customers. We'll also go in-depth to learn just how Nina went about transforming customer service from a cost center to a revenue generator through the creation of BaubleBar's revolutionary SWAT program....

A slice of NPS, Customer Effort, Journeys and Contact Channels Customer Experience can be a voyage through a fog for many companies today. It's unclear who is in charge of it: Is it Marketing? Is it Customer Service? Should it come from the top? Should there be a department that is dedicated to it? It's unclear what technology serves it: Is it part of my CRM? Do I need a web survey? What about telephony and web engagement? Emails? It's...

In this episode of Movers & Shakers, our CEO, Dan Michaeli, speaks to Karl Haller, a leader at IBM’s Retail & Consumer Products Center of Competence and former SVP of Brand Strategy and Customer Engagement at Brooks Brothers. The conversation delves into the importance of leveraging data to inform the customer experience and the value it can have in arming your front-line employees. Karl also talks about measuring the customer experience and the tangible impact that delivering a positive...