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.

Multichannel vs. Omnichannel Customer Service: Which Is Right for You?

omnichannel customer service

What is Multichannel CS? | What Is Omnichannel CS? | Why Omnichannel Is Better What is Multichannel CS? | What Is Omnichannel CS? | Why Omnichannel Is Better You know that there are some serious gaps in your current customer service strategy — and you’ve seen how those gaps have affected your business. Every year, companies lose over […]

How to Improve Customer Experience in 2019

how to improve customer experience

No matter the industry you work within or how many years you’ve been in business, we know that you’re committed to providing the best customer experience possible. Over 70% of customers say that they stopped working with a company not because of the quality of its products or services, but instead because they were unhappy with the […]

Why You Need Your Own Customer Journey Map Template

customer journey map template

It’s no secret that your customers are the lifeline of your business’s profit margins. As a responsible business owner, your top priority is the company’s bottom line. That’s why you need to make the most of every customer interaction with your brand. After all, even experts recognize that positive customer experience is the best thing your business […]

How to Improve the Digital Customer Experience with Your Legacy Systems

digital customer experience

As a responsible business leader, your top priority is the company’s bottom line. You work hard to optimize productivity and efficiency in the workplace. That’s why, years ago, you invested in legacy software systems. Now, though, it’s time for you to upgrade those systems for an even better digital customer experience. You understand the value […]

How to Dramatically Improve Workflow Efficiency

workflow efficiency

When the challenge is on for your business to start accomplishing more, planning more, and being more productive on a daily basis, it can be a struggle to find the flow that works best for your company. By optimizing the workflow efficiency at your business, your company has the chance to get everything accomplished without forcing yourself to […]

The 5 Biggest Holes in Your Customer Experience Strategy

customer experience strategy

It’s no secret that first impressions are everything – both in your personal and professional life. And with 59% of customers admitting they won’t return to a business after a negative interaction, the customer experience is key. One mistake many business owners make is looking at their customer experience strategy one-dimensionally. The deal isn’t done the minute your […]