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We live in the day and age of personalization. Facebook creates personalized stories for each of their users on their anniversary of using the social media site. Target sends personalized coupons based on customer buying history to increase the likelihood of a future sale. Amazon does something similar their “You Might Also Like” feature after purchasing a product to potentially up-sell complementary or similar product. And the push for personalization makes sense, too. When we think...

 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...

The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That means new terminology and verbiage has to be developed or sometimes even invented in order for people to have a way to describe all of the innovations made possible by technology and its integration into the customer journey. There is User Interface (UI), User Experience (UX), Customer Experience (CX), and a whole bevy...

Last weekend the SaleMove Engineering team hosted our first public hackathon. Developers competed by bringing their skills, passion, and grit to the realm of customer experience. At SaleMove, we are well aware that CX is fertile ground for applying developer ingenuity. Our hackathon was a great way to share with and learn from the local development community. In the weeks leading up to the event, SaleMove developers began an “engagement campaign” of our own. We wrote blog...

Lately, it is almost impossible to scroll through any news feed without coming across an article about Artificial Intelligence and its predicted impact on digital interactions in the present and future. Recently, one particular phrase  may have caught your eye- Conversational AI. But what exactly is Conversational AI and where is its place in the current landscape of contact center-based customer experience? What is it and What Does it Do? Here is how Amazon’s developer portal describes Conversational AI:...

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....

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...

Innovative training on this nation is instantly turning into a need inside firm team as an alternative to an extravagance. Within the past the consumers who had a secondary university exercise nonetheless had the prospect to manufacture a outstanding world for themselves and their people. Those people days are rather quickly turning into a second dieing coal on the past. In the off opportunity that you choose to would like to have immense acquiring prospective amid...

Customer Experience, or CX, is the collection of interactions between a business and its customers. The customers’ perceptions of this experience and the resulting feelings about the company dictate brand value and are measured with metrics such as NPS. Brand value ultimately determines the company’s future and longevity.  As such, understanding your personal approach to CX is critical. To evaluate your own CX approach, consider discovering your CX personality.  While no one personality type is better than...