Top

We live in an era when shoppers demand first-rate experiences and every interaction plays a vital role in a company’s success. “Customer service shouldn’t just be a department,” Zappos founder Tony Hsieh once told Fast Company. “It should be the entire company.” And, indeed, the businesses that excel at the game make it a huge part of their corporate culture. Consider the Zappos Zapponians, Bonobos Ninjas, and Apple Genius Bar—which essentially equates tech support staff with...

Selling digital transformation within an organization can be twice as difficult as getting buy-in for any other kind of wholesale revolution. Because while the prospect of change is naturally daunting to most of us, technological progress in particular is a “black box” experience, and thus especially anxiety inducing. Compounding this double-barrel challenge is the fact that internal evangelizers often overlook some basic principles of effective persuasion. Here, then, are five must-avoid mistakes for anyone hoping to...

Engaging in online sales without built-in, comprehensive support is a lot like opening a brick-and-mortar store without floor staff. No one’s available to help find a product, explain features or help in choosing between options. It’s an experience that usually requires customers to be independently resourceful, educated and committed beyond reason to a brand, product or service. Technology can deepen this chasm by frustrating potential customers—or it can build a bridge by surpassing their expectations. And...

Customer expectations are extremely high—a recent Salesforce study found that customers demand seamless, personalized experiences with brands. And if they don’t get them? Well, as 76% of the respondents said: “It’s easier than ever to take their business elsewhere—switching from brand to brand to find an experience that matches their expectations.” Now consider your last call to customer service. Exactly. The bar is so low, most of us breathe a sigh of relief when we make it through...

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....