Astute Customer Engagement Blog

woman pointing to name tag as example of personalized customer experience

Jan 19, 2021

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

Looking for a customer engagement CRM solution, or looking to switch to a new one? Here are some ideas to help get your research started.

Mapping the Customer Journey: What Insights You Need (and How to Get Them)

What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you shouldn't do without.

How is CX Transforming the Role of Chief Marketing Officer?

With CX now a key differentiator between brands, what role do Chief Marketing Officers play in helping their brand meet or exceed ever-growing customer expectations?

6 Steps to Building a Better Knowledgebase Article Template

Ensure your knowledgebase article templates deliver the right information to the right audience at the right time.

Customer Retention Management: How to Keep Customers from Jumping Ship

What can a brand do to help convert customers into repeat and loyal brand advocates, and boost its bottom line in the process?

Featured

Nov 25, 2020

Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX

What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them?

Featured

Nov 19, 2020

Why an Email Virtual Assistant Will Improve CX This Holiday Season

The increase in online shopping will result in an influx of emails from customers. How will you manage this holiday season?

How COVID-19 Employee Health Screening Could Impact Your Industry This Winter

A look at how several key industries might approach COVID-19 screening and testing in light of new restrictions that could go into effect this winter.

Your Voice of the Customer Program: Know These ABC’s of VoC Success

What do you need to launch, manage and get the most out of a Voice of the Customer program? We take a closer look.

Need More Capacity? Call Center Outsourcers Aren’t the Only Answer Anymore

With advances in process automation, smart email automation tools have become a viable alternative to outsourcing.

Retail Customer Service: Trends & Tips for Success This Holiday Season

Changes in consumer behavior due to the COVID-19 pandemic have brought with them new challenges for retailers and their workforces. As we all search for a new normal this holiday season, here are some trends to keep in mind.

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Call center automation impacts more than just customer care. Specifically, email process automation can make a huge difference in the workflow of multiple teams.

Cart Abandonment: 3 Ways To Save Your Conversion Rates

"Cart abandonment" keeps many marketers and website managers up at night. Here's how to fight it and ensure amazing online shopping experiences.

AI Customer Service: How It’s Helping Brands Boost CX

Artificial intelligence is helping brands elevate customer service and meet customers' growing expectations for fast, efficient support.

The Chief Customer Officer: 6 Things to Know About This CX Champion

Most companies now have a Chief Customer Officer or an equivalent as part of their C-Suite. But what is a CCO, exactly?

Enterprises, Beware: 7 Reasons Free Social Listening Tools Aren’t Worth Your Time

Free social listening tools may be tempting, but they don't do enough to support the mature social media strategy B2Cs need.

Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

The insights you gain from these questions can inform key decisions and help set your company on the path to CX success.

Social Media Dashboards: 6 Ingredients to Make Them Successful

What elements ensure you and your organization get the most out of your social media listening and analytics efforts?

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Email templates give agents a solid jumping-off point and enable faster replies. Follow these tips to make sure your customer service email responses are on point.

Blog

How to Make Personalized Customer Experiences Easy with Automation

Correlation vs Causation: What’s the Difference?

Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers)

Improve Average Handle Time in the Call Center: A 6-Point Action Plan

5 Elements of a Winning Customer Service Management Strategy

Want More Efficient Customer Service? Stop Doing These 5 Things

10 Email Survey Best Practices to Collect Timely Insights

Customer Service Goals: The Top 5 Objectives (+ Examples)

5 Ways Businesses Are Using AI to Communicate Effectively During a Pandemic

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

The Customer Experience in 2021: Top 10 Trends You Need to Know

6 Steps to Building a Better Knowledgebase Article Template

Why an Email Virtual Assistant Will Improve CX This Holiday Season

Call Center Capacity Planning: 3 Ways Automation Can Help

How COVID-19 Employee Health Screening Could Impact Your Industry This Winter

Your Voice of the Customer Program: Know These ABC’s of VoC Success

Need More Capacity? Call Center Outsourcers Aren’t the Only Answer Anymore

Retail Customer Service: Trends & Tips for Success This Holiday Season

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Cart Abandonment: 3 Ways To Save Your Conversion Rates

Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails