Converse and Engage

Articles covering the latest news and trends in the rapidly evolving worlds of Customer Experience and Customer Communication Management, and how businesses can build customer engagement.

Do Employees Fear Automation in the Workplace?

A robot and a woman working together via automation in the workplace

Researchers have found that 25% of jobs in the US are at high risk of automation, as 70% of the tasks involved can be carried out by machines. Stats like these beg the question, are workers afraid of automation in the workplace? With so many jobs at risk of automation, it is understandable that employees would be concerned […]

Track These Important CX KPIs to Pivot Your Strategy on a Dime


How important is good customer experience (CX) to the success of a company? According to Forbes, consumers are willing to spend up to 17% more at a business that offers them a good CX compared to one that has mediocre or bad customer service. If you want to take advantage of this trend towards valuing great customer service […]

How to Make a Customer Experience Project Successful

Successful Customer Experience Project

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. They’ve undertaken large CX projects, and the vast majority of them think they deliver exceptional experiences. But a very small percentage of consumers agree. So the project didn’t accomplish much. What is the cause of this disconnect, and how […]

The Best Document Creation System for a Wealth Management Business

document creation system

Today, there are countless individuals in the wealth management industry. If you’re among them, you know how many documents you handle on a daily basis. To prevent those documents from slowing you down, you need to have a document creation system in place. There are several essential benefits you gain from having one, but you also […]

The Benefits You Get by Using Ecrion’s PDF Generation Toolkit

pdf generation

It seems as though the “portable document format” (PDF) has been around since the beginning of the Internet itself. Businesses of all industries still take advantage of this document system. Still, this staple technology has its limits. For one thing, converting to and from this format can be challenging when using outdated software. In addition, […]

How to Improve Your Customer Experience Strategy in 2020

customer experience strategy

96% of consumers say that customer service plays an important role in their choice of loyalty to brands. Competition is tough in just about every market these days. But one thing sets great companies aside from the rest – a good customer experience strategy. Customer experience is one of the most important aspects of running any […]

Important Brand Reputation Management Tips Your Company Needs to Use

brand reputation management

Ben Franklin once said, “it takes many good deeds to build a good reputation, and only one bad one to lose it.” While he was speaking about a person’s reputation, the same can be said about a brand. A reputation built on years of respectable business practices can be damaged by a single bad news […]

The 7 Most Important Questions to Ask Your Prospective Client

important questions

According to recent research, nearly 80% of consumers believe that brands don’t understand them as individuals. As a B2C business leader, have you taken the time to get to know your client base? Unless you stay in close contact with them, there’s a good chance you could be moving forward in the dark. You might be a […]

5 Reasons Why a Document Composition System Is Good for Business

document composition system

Managing customer service is one of the most involved and complex pieces of any business puzzle. Not only can great customer service make or break your success, but with so many moving parts, you need a seamless, user-friendly design. That’s where a document composition system can help. Detailed, organized documents help create consistency both within company departments […]

Navigating a Digital Experience Platform: Your Ultimate Guide

digital experience platform

It’s no secret that consumers are starting to rely on digital business transactions more and more. That’s why many industries have learned to take advantage of unique apps for their customers. As a result, these businesses recognize the value of the digital experience. The good news is that you’ve come to the right article. Below […]