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SaleMove Blog

  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. 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 one can have on the bottom line....

As a growing number of businesses begin competing more on Customer Experience and less on price, we expect to see a shift in the mindset of companies. Whereas in the past, Customer Experience might have been the responsibility of a single person or department, we fully expect to see responsibility spread and take hold across the entire organization. This seismic shift means that there will soon be more individuals involved in influencing the Customer Experience than ever...

Over the last decade, the role of Chief Marketing Officer has rapidly evolved. New technologies allow for better personalization, which 86 percent of consumers say play a role in their decisions to buy. Traditional marketing approaches—like “spray and pray” tactics where marketers create messages and simply hope their customers will respond—no longer work. Company leadership has taken notice. According to Gartner, a CEOs’ No. 1 priority for CMOs today is to lead customer experience at their...

Remember the movie Back to the Future II? Filmmakers created a landscape of what they thought the world would look like 30 years into the future. They got some things wrong (they were only a year off on their Cubs world series win prediction) and there were other things they got just right. In one scene, Marty McFly talks to his boss on a two-way video chat interface. While the filmmakers correctly predicted that video chat...

Security is one of the pillars of the SaleMove platform. As such, we are constantly looking for ways to improve the integrity of our code, tools, and infrastructure. Earlier this year, when our tech team were deep in the process of migrating SaleMove’s infrastructure to Kubernetes, we attended KubeCon Europe in London. The conference was a blast - amazing talks on the future of the platform and real-world use cases how Kubernetes is powering non-trivial, HA systems....

A few days ago, Geoff Teehan, Product Design Director at Facebook, posted an update on the UX Fund experiment he and his former company (Teehan+Lax) conducted 10 years ago. For those of you unfamiliar with the UX Fund, it was essentially a stock portfolio comprised of the 10 publicly traded companies that embodied user experience (specifically on the design side) above all else. The experiment consisted of buying $5,000 in stock for each of the 10 companies,...

Automation is the name of the game in 2016. Companies like Domino’s and Macy’s are increasing efficiency by using bots as a part of their customer service process. In fact, you’ve likely interacted with one while trying to reach a desired party through an automated phone system. Through an Interactive Voice Response (IVR) system, callers can often access the information they desire without having to talk to a real person. Before you start worrying about bots...

This post is a special guest post written by Rich Shugg, Senior Director at AutoBytel. Wikipedia defines revolution (from the Latin word revolutio which means “turn around”) as a fundamental change in political power or organizational structures that takes place in a relatively short period of time when the population rises up in revolt against the current authorities.   And Aristotle described two types of political revolution – the first being a complete change from one constitution to another and the second...

In the past few years, bots have exploded in popularity far beyond Siri. Facebook Messenger now has 11,000 bots for users to speak with, from an Invisible Girlfriend that acts as a custom digital girlfriend to a BFF Trump bot that replies to queries with quotes from presidential candidate Donald Trump. Of course, bot software also automates more serious tasks, like recruiting workers for open job positions and monitoring customer interactions. The advancing technology leads some, like...

According to the most recent Accenture Global Consumer Pulse Survey measuring the experience of 24,489 customers in 33 countries across 11 industries, “52% of consumers have switched service providers over the past year due to poor customer service”. In the United States alone, Accenture claims that the estimated cost to companies for customers making this switch is $1.6 trillion in lost revenue. But, what do these customers mean when they cite poor customer service as the reason...