We’ve talked in our last couple of blogs about how the customer experience is changing, and how you can build an omni-channel listening strategy that pulls together unstructured data from your customers’ preferred channels, and puts it all in one unified…

As we discussed in our last blog post, customer expectations have changed: Customers want an experience that is increasingly personal, real-time, and on the customer’s preferred channels. Today, we’re going to talk about the first step, which is building…

There’s a lot of science behind artificial intelligence, but applying it is an artform. A master of Conversational AI can build automated conversations that feel like human interaction — personal, intuitive, and contextual. Smart AI doesn’t ask you to re…

Customer habits and expectations have changed. Have you?  In May of 2018, according to McKinsey, roughly 20% of customer interactions were digital, from a global perspective. In December 2019, that number had jumped to 36%. And by July 2020, driven in no…

The last year has been a rocky rollercoaster that fed off the visceral sensation of fear itself. Finishing up my junior year at Howard University, I had just accepted my internship to work at the National Reconnaissance Office (NRO) and was preparing to …

Trying to design the perfect Interactive Voice Response (IVR) is like trying to train a dog to run faster than a Porsche. The entire paradigm is fundamentally disadvantaged at achieving the task it aims to achieve. Press 1 for bad customer service Nobody…

On March 30, Facebook announced that it will be deprecating its native analytics offering as of June 30, 2021. Facebook pointed marketers to its other business tools—including Facebook Business Suite, Ads Manager, and Events Manager—to help them understa…

If you use the terms “social monitoring” and “social listening” interchangeably, you’re not alone. But, it’s important to realize that the difference goes beyond semantics. Despite the fact that the two terms are often used interchangeably, they represen…

Today’s customer is going to talk about your business one way or another. They’re going to chat, tweet, post, like, and share about you. They’re going to reply, comment, frown, LOL, and GIF about you. You can’t stop that from happening. That’s the world …

Life during a pandemic taught many lessons, among them that each moment is precious. Many of those moments are spent interacting with the people who are important to us, connecting with other humans like the social animals that we are. But there’s no sho…

User-generated content (UGC) is a powerful way to incorporate statements, photos, and video from engaged participants into a campaign. UGC can tell a story from multiple points of view, painting a richer and more authentic picture than traditional market…

It’s believed that word of mouth marketing officially kicked off in the early 1970s when psychologist George Silverman created “teleconfered peer influence groups.” These events brought physicians together to discuss the latest pharmaceutical products. A…