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Digital Engagement Blog

3 Expectations Common to AI Adoption and Blockbuster Video Failure

The AI Foundations Checklist: Vision, Goals, Culture

The AI Foundations Checklist:  Before You Start

How to Become More Customer-Centered

We’re at a Customer Engagement Tipping Point. Here’s What’s Next.

The Evolution of Self-Service: An Interview

Speech is Not The Most Natural Interface

AI, Machine Learning, NLU, and You

NLU Router Use Cases

Understanding NLU - A Cheat Sheet for Beginners

Where to Use Conversational Interfaces

The Top Emerging Technologies In Artificial Intelligence

SpeechTEK 2017 and the Rise of the Conversational Interface

Artificial Intelligence Landscape:  Ready to Place Your Bets?

Guide to Intelligent Assistants

The Chatbot Tech Stack: Your Checklist for Smarter Customer Service

Chatbots 101:  A Forrester Primer

3 Things the Self-Driving Car Teaches Us About Intelligent Assistance

Digital Customer Engagement:  No Human Required?

Bot Hype Encourages Marketers to Investigate Intelligent Assistance

How to Solve your Web Chat Abandon Rate Problem

Prepare for the Future of Financial Services: Lessons from Money 20/20

Digital Customer Experience: Lessons from Forrester CXSF 2016

The Surprising (and counter-intuitive) Truth About Customer Service

The Mashup In Your Pocket: Bots, Messaging, and Mobile Apps

You're Not Ready For A Fluid Customer Journey

The Future of Messaging Apps

Chatbots Could Reduce Cost of Customer Care by up to 29%?

Time to Invest in Chatbots?

Texting, Messaging & Chat Compared

Where Are My Digital Customers Spending Time?

Digital Customer Engagement Defined

How Much Does Age Affect Mobile Engagement?

Digital News Roundup August 10th

The Problem With Chat Solutions

5 Technologies To Reshape Customer Service: New Forrester Report

10 Chatbot Best Practices

Mobile Customer Care:  5 Signs You're In Trouble

A Chatbot Framework

A Peek Into The Digital Strategy Playbook Of Top Brands

A Mindset for Digital Transformation

10 NextGen Commerce Insights From ShopTalk 2016

Delivering Digital Context Happiness

Top 2 Tips to Achieve Customer Digital Self-Empowerment

Why Mobile Customer Care is Vital to Next Gen Commerce

7 Questions About Chatbots That Impact Digital Engagement Strategy

3 Digital Engagement Components You May Not Have Addressed

How to Solve the Mobile Customer Engagement Conundrum

Digital Engagement Solutions: The 7 Questions You Must Ask

Digital Customer Engagement:  6 Customer and 4 Agent Requirements

Why Your Digital Customer Engagement is Failing

How Do I Drive Digital Transformation?

Mobile Customer Care Defined

Full Circle Digital Context: 12 Things to Achieve Before Next Pi Day

Grant These Three Wishes to Win the Hearts of Digital Consumers

How Can You Save 32,000 Lifetimes of Wasted Customer Engagement?

Mobile Engagement Vendor Landscape

Seusstastic Digital Engagement

Engaging Customers in Digital Context:  Wickedly Hard

Make Every Day “My Way Day” for Better Customer Engagement

Opposite Day: What NOT to do via Social Customer Care

In Digital Engagement, Convenience Trumps Customer Experience

Star Wars Spoiler: Is The Force Awakens Really About Digital Engagement?

I Have a Bad Feeling About This: Avoidable Digital Engagement Mistakes

Digital Context: The Force Awakens

How Bimodal IT Can Impact Customer Engagement Strategy

Customer Engagement Metric: What Is Channel Experience Score?

Customer Engagement Metric: What is Channel Preference Ratio?

Digital Engagement: Can you say YES to “Being in the Moment?”

Conversion Crisis: Are Your Mobile Shoppers Web Floppers?

How to Get Lucky with Customer Engagement

Digital Engagement – a Magical Mystery Tour!

Customer Engagement: Earn It or Yearn It

The Mobile Consumer and Micro-Moments

Get Ready for Digital Context: A Webinar with Stone Mantel and Orbitz

How to Build Digital Customer Engagement that Sticks

What Renegade Cows Can Teach Us About Engaging Digital Consumers

Digital Context, Mobile Engagement, and Camels, Oh My!

Continuous Customer Engagement From Web to Mobile and Back Again

The Trust Issues with Mobile Payments and Customer Care

Why do Online Shoppers Abandon Your Mobile App?

Creating Right Time Experiences in Mobile Engagement

Mega-Mobile Commerce for the Holidays

The Ever-Changing Holiday Online Shopping Landscape

Sweat the Big Stuff, Not the Small Stuff in Customer Care

The First Pillar of Mobile-First Customer Care: App to Agent Access

Thinking Strategically about WebRTC in the Contact Center

Is WebRTC Contact Center-Ready?

How to Improve the Mobile Shopping Experience

5 Pillars of Mobile-First Customer Care

Mobile-First Customer Care

Is Your Mobile Customer Service Chained to the Past?

The Mobile Shopping Cliffhanger

The Fast Track to Omni-channel Customer Care

When Customer Engagement Fails: The Worst Shopping Experience Ever

In-App Customer Care is the Missing Link to Mobile Engagement

Omnichannel Customer Care is Dead

An Uber Brilliant Idea for Mobile Engagement

How Fractured Customer Care Turns a Smartphone into a Dumb Phone

About this blog

We believe digital is more than a technology.  It’s a lifestyle that’s transforming nearly everyone.  This blog explores how the digital lifestyle changes consumer behavior, how it triggers new expectations, and why digital consumers want to engage differently.  If you want to get closer to your customers, join this conversation.

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