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Digital Engagement Blog

Mark Clark

Recent Posts by Mark Clark:

Mobile Customer Care:  5 Signs You're In Trouble

Is mobile customer care something you should pay attention to or can you ignore it for now?  Here are 5 red flags that help you decide if you can wait any longer. 

1) You got a high percentage of mobile calls coming into the contact center

A high percentage of calls coming into your contact center from customer on mobile phone suggest your customers have made a shift.  That shift is one to greater expectations for speed, ease and experience that mobile brings to the table.  Of the 1.5 billion calls we process through our IVR every year, a typical client sees 70% of the calls coming from mobile devices.  The expectation of these callers has rapidly changed and your enterprise needs to be ready service them on their terms.  You get one red flag for thinking mobile calls can be treated like a regular call.  And a bonus additional red flag for not knowing percent of inbound customer service calls come from mobile devices.

Topics: Customer Care Mobile Engagement User Experience

A Chatbot Framework

Today there is a lot of hype and buzz around Chatbots, artificial intelligence, and cognitive computing making it difficult to understand what is actually feasible and what can actually have an impact on your business.

TechCrunch recently said, “What’s really surprising is that, despite all this hoopla, it’s hard to find a single chatbot that’s actually a really good product.

Of course, we can wrangle over the definition of what makes a good product, but in its simplest terms, a great product would have three traits:

Topics: Customer Engagement Digital Context Mobile Engagement

A Peek Into The Digital Strategy Playbook Of Top Brands

One of the biggest challenges businesses face today is how to win, serve and retain the digital consumer

Mobile, digital and IoT are forcing major changes in digital strategy, business models and value chains.

Rules and frameworks that worked five years ago are under direct attack. So how does a business develop a digital strategy playbook?

Topics: Digital Context Mobile Engagement Digital Commerce

10 NextGen Commerce Insights From ShopTalk 2016

I just returned from a few days at the Shoptalk conference where 3,000 people came to explore nextgen commerce.  I thought I’d share ten takeaways from ShopTalk that look at how digital is disrupting commerce.  I found trends here that will likely impact all industries.

Topics: Digital Context Mobile Engagement Digital Commerce

Why Mobile Customer Care is Vital to Next Gen Commerce

The complexity of the commerce ecosystem is increasing creating greater risk that some function will create customer friction, struggle or even fail.  As you build the next-gen commerce platform for your business, we believe that it is critical to embed mobile customer care across all functions and over the entire customer journey.

7 Questions About Chatbots That Impact Digital Engagement Strategy

Are you hot for chatbots?  They're certainly heating up the conversation among customer engagement executives these days.  Chatbots have been around since 1994 and have matured to the point that they (maybe) can be used effectively for real business applications.  And now thanks to Facebook announcements and a demo of chatbots the topic is top of mind.  So how do chatbots impact your digital engagement strategy?

Topics: Customer Engagement Industry Insights Customer Acquisition

How Do I Drive Digital Transformation?

As you look to drive digital transformation within your business, we believe the customer service function can help drive and support your goals.   But not what you think of as customer service today.  Let’s look at the ways “digital servicing” can help you achieve your breakthrough business goals.  

Topics: Digital Context

Mobile Customer Care Defined

There has been a lot of talk these days about mobile customer care or mobile customer service.  But what is it and why is it important?

Three years ago we started to investigate how care was provided by an enterprise to their customers who where on their mobile phones.   So we decided to ask the big industry analyst firms about mobile customer care.

Topics: Customer Care Mobile Engagement

Mobile Engagement Vendor Landscape

Mobile engagement, digital engagement, and customer engagement are some of the hottest buzzwords that executives like to toss around these days.  While most of us have a general understanding of what all these terms mean, the specifics can get as fuzzy as the cloud most of these engagement solutions operate in.

Would you like to sound really smart the next time a "customer engagement" topic comes up in a meeting?  Let's start with mobile engagement and break it down for you.

Topics: Industry Insights Mobile Engagement

Engaging Customers in Digital Context:  Wickedly Hard

Enterprises have been using our solutions to engage customers for over 12 years. Today our IVR platform supports over 1.5 billion calls a year. This vantage point has allowed us to observe how customer expectations and behaviors are changing across a wide set of industries.

One critical thing we see first hand is that consumers are radically shifting their expectations and behaviors. The shift started with mobility and now it’s picking up steam.

Others are talking about this as well:

Topics: Industry Insights Digital Context