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Customer Experience

While You Were on Hold…

Today’s brands are meeting customer service expectations. Fact or fiction?

Personally, I’d go with fiction. Think I’m being skeptical? Please hold while I make my case…

Become the Kind of Brand a Consumer Could Fall For

We’ve all been on a bad date. Or, well, several. You know what I’m talking about — either it’s a one-sided conversation, and s/he isn’t really listening, or the awkward silences are overwhelming.

Man vs. Machine: How to Strike the Perfect Balance Between Tech & Human

Technological proliferation is accelerating at an unprecedented rate — and it will only continue to do so exponentially.

Breaking Free of the Tactical Swamp with Your Customers

From our company culture to our platform, LivePerson’s mission of creating meaningful connections

Boost Small Biz Sales with Better Customer Support [VIDEO]

Last week, Infusionsoft released the latest edition of its weekly show, Ignition, starring yours truly.

More Than a Click: Welcome to the Next Generation of e-Commerce

The power balance has shifted, and consumers realize they call the shots when it comes to getting what they want from brands. Get it right, and you win their loyalty for life.

5 Ways to Get Better CSAT with ESAT

“The customer is always right.”

The phrase is so cliché that it now shapes our entire consumer experience, setting the expectation of a seamless, flawless, infallible world of near-royal treatment.

Don’t Miss the Bus for Online & Mobile Engagement: Register for LivePerson’s Webinar Today

Today's consumers are always on and expect immediate access to answers and information no matter where they are. But not all brands can deliver on this expectation. And a disappointed consumer can ensure a brand's downfall.

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