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.

Automatic Document Creation Makes Work Easier. Here’s How!

Automatic document creation

Embracing technology is a win-win for both your company and your customers. Things like automatic document creation can help you get more productive, while also improving the way you communicate with your customers. With so many resources available, you’ll want to make this technology a priority moving forward. Read on to find out more about […]

Trends in Customer Communication in 2020

Trends in Communication

The future of customer communication could mean the future of your business. As consumers adopt new technologies, their demands are increasing. If you fail to meet their expectations, they will go to your competitors. The way you communicate your customers has a direct impact on their experience and behavior. If you want to remain competitive, […]

Customer Journey Automation

Customer journey automation

I recently wrote about Customer Experience Automation (CXA), and how Ecrion defines the term. One of the primary points in that post was that Ecrion specifically focuses on automating the Customer Experience—whenever possible. Automation is, in fact, the key to how we differentiate ourselves from other providers in the vastly crowded and confusing world of customer […]

Team Collaboration Tools and Strategies to Improve Your Business Culture

Team collaboration

Without question, team collaboration is the lifeblood of your business. Studies show that greater than 64 percent of people in the workplace stuck to work tasks when they involved collaboration, as opposed to solo activities. As such, you owe it to yourself to look into the tools and strategies that will help you collaborate. Regardless of the […]

Customer Service Automation: Everything You Need to Know

Customer service automation

When it comes to customer service, people have become more tech-savvy with higher expectations when it comes to speed and delivery in recent years. That’s where customer service automation comes in. The term refers to a process whereby there’s a reduction or even complete elimination of human labor when assisting consumers. But with so many […]

EDM Marketing vs Email Marketing Campaigns: Which is Better?

EDM Marketing

In 2018, 281 billion emails were sent and received each day around the world. This number is expected to increase to over 347 emails each day in 2023. EDM marketing is one of the best ways to reach potential customers. Although many of your potential clients will be on social media, they won’t all be. Almost everybody has […]

Brand Communication: What it is and How to Do it Right

Brand communication

According to statistics, up to 89 percent of marketers surveyed claim that building brand awareness is their number one goal. However, before you dive headlong into building brand awareness, you need to know about something that is key to the process. This is brand communication. Properly orchestrated brand communication is crucial for brands to solidly […]

What to Look for in a Customer Communication Management Platform

customer communication management platform

If you’re trying to improve the way that your company builds a rapport with its customers, you’ll need effective tools to get the job done. In this regard, a customer communication management (CCM) platform is essential to the way you do business. Not all CCMs are created equal, so it’s important to learn which attributes you should […]

Posted in CCM

A Stellar Connection: 8 Golden Rules Of Customer Service Communication That Will Boost Your Success

customer service communication

How you deal with customer service can make or break your business. Even a single customer on the receiving end of bad service can damage your reputation. The best option is to give excellent service across the board. Good customer service communication isn’t as complicated as it might sound, especially if you follow a few simple […]