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On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Kerri Nelson, co-founder and CEO of CustomersFirst Now, a customer delight company that specializes in customer-centricity and grabbing hold of the customer experience through customer journey mapping. Having been in the shoes of the customer herself and having worked in the customer experience field for many years, she decided to leave corporate America and start her own business nearly 3...

 Welcome to CX Insider, SaleMove’s podcast on Customer Experience. While the name of our podcast has changed for 2018, the thought provoking conversations we'll be having with customer experience thought leaders have not. On this episode of CX Insider, our co-founder and CEO, Dan Michaeli, sits down with Ernan Roman, the President at ERDM Corp, a customer experience agency that specializes in Voice of Customer Relationship Research to discuss how VOC helped MassMutual see a 5X increase...

Technology has made customer support faster and easier. Rather than weaving through an IVR or holding on the phone to receive support, today, consumers usually have the option to request support through the company’s website or other digital channels, like social media pages. While customers can still request support over the phone, more and more customers are turning to digital channels, live chat, as their preferred method. As live chat becomes common, companies and customers are taking...

To use a bot in your business or not, that is the question. Recently, businesses have been working on improving their artificial intelligence engines, which have drastically simplified and improved the day-to-day operations of customer service agents.  This idea of being replaceable by machines was recently (and expertly) addressed in an iconic Pixar-like ad for University of Phoenix. Although some people have been reluctant to get onboard with artificial intelligence (AI) (and the bots fueled by it),...

  On the latest episode of Movers & Shakers, our cofounder and CEO, Dan Michaeli, sits down with Scott Dille, the Director of Client and Partner Experience at Northern Trust, to discuss how design thinking helped reshape the bank’s customer experience. When asked to define customer experience, Scott said it could be “summed up as simply being mindful of all touch points during the customer journey”. This describes all the ways clients interact with a company, both...

It’s no secret that today’s consumer is finicky- they have high expectations and low patience for anything that isn’t top of the line. This means in order for businesses to be successful in today’s market, they need to provide a quality product, and customer experience to match. While a majority of enterprises believe that cost trumps all, they are sadly mistaken. The truth is, most consumers are okay with spending a little more money on something...

On the latest episode of Movers & Shakers, our Co-Founder & COO, Justin DiPietro, sits down to discuss the hype around conversational artificial intelligence (AI) and offers insight into how SaleMove views the future of bots. According to Justin, Conversational AI, most often in the form of ‘chatbots’, typically falls into one of two categories, logical conversation or natural language processing (NLP). Logical AI essentially acts like a form that gets filled out, but is structured as...

On the latest episode of Movers & Shakers, Rob Bailey, COO of Kustomer, discusses customer experience (CX) and everything that goes into making the online customer experience the best it could be. In the episode, Bailey defines the customer experience as ‘everything that touches the customer and is involved in their experience’ - from a retargeted ad to an ongoing relationship. He attributes Kustomer’s success to its strategy; it starts with clearly defining the buyer/user personas,...