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Author: Maddy Osman

Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of contact centers has been drastically evolving in order to meet customer expectations. When thinking about “call centers”, most people imagine a roomful of robotic customer service agents answering customer support phone calls. But this isn’t necessarily the case as the new meaning of this term now reflects a much wider function. In order to...

  When it comes to the insurance industry, the most important values that should be nurtured between the agency and customer are trust and loyalty. But what if you have a hard time building trust and loyalty? According to a 2015 report by Accenture, this may very well be the case in the insurance industry - where churn totals as much as $470 billion (in Life and Property & Casualty premiums) globally as a direct result of...

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...

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...

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...

A lot has changed in the short amount of time since the day the United Kingdom formally severed ties with the rest of the European Union. We affectionately remember this day, June 23, 2016, as Brexit. The decision of Brexit by UK diplomats has been called into question by fintech experts around the world, especially given that London’s hard won status as the fintech hub of Europe has come under threat.   The Financial Hub of Europe...

We understand the importance of customer experience, but what is the actual correlation between customer experience and revenue growth? Is it even possible to attribute revenue dollars to additional investments in customer experience? In short? Yes. Forrester’s Customer Experience Index finds that as the Customer Experience bar continues to rise, so does revenue growth. Forrester released their latest findings at CXNYC 2016, a Customer Experience conference attended by global leaders in CX.   Forrester’s Customer Experience Index Top brands use...