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Customer Experience

#HoldNoMore: Why We Need a Movement

In case you haven’t noticed, it’s 2016 and brands still don’t get it. The fact that consumers are forced to call a 1-800 number and wait on hold in an age of instant digital connection is downright unbelievable.

The Faces of #HoldNoMore: Behind the Movement

There are some adult to-dos we all dread. Like finding out why the cable bill mysteriously increased, changing a flight, dealing with taxes...the list goes on. And on.

Why You Need to Quit Voice in 2016

It’s 2016, and folks are finally getting over an old habit

10 New Year’s Resolutions for Customer Care Professionals

On the frontlines of browsing chaos, customer care professionals (aka CCPs) are the protectors of brand image, the first-responders in times of trouble, and the superheroes of a meaningful experience.

Citi Cuts the Chit out of Chat

Cold. Hard. Cash. That’s what banks and their customers are supposed to be all about. But it’s not that simple. (It never is, right?)

Are You Forcing Customers to the Dark Side with a “Dearth” of Connection Options?

The holidays are still upon us, and, given the numbers I’ve seen, everything is going great!

Hoping for a Holiday Miracle: 1 Man’s Quest to Get off Hold

All Harry wants for Christmas is to finally get off hold.

’Tis the Season — for Messaging! Our Top 3 Takeaways from Cyber Week

Cyber Monday sales broke records this year, rising 16% from 2014 to clock out around $3 billion.

Yes, billion. With a “B.”

Holiday Retail Readiness 2015 [Free Download]

In the blink of an eye, 2015 is coming to a close. For consumers, that means festive decorations, baked goods, wish lists, and of course, a few days of long-awaited time off with friends and family.

Prepare for the Most Connected Holiday Ever

There are many types of holiday enthusiasts. Like those who are already blaring “White Christmas” on October 1 and basking in the joy of early coupons.


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