Customer Contact Week (CCW) Australia 2019 is next week and the Bright Pattern team couldn’t be more excited. We’re looking forward to hearing from top CX leaders, networking, and learning about new trends and top strategies for improving...
Due to their instant access to information, the mobile customer is considered to be incredibly informed. They are also thought of as less accepting of impersonal service than the traditional channel customer. This can lead to higher customer...
Bright Pattern customers understand the importance of seamless omnichannel communications in the contact center. Technology plays a huge role for sales and customer experience organizations and our customers are here telling you why we outperform...
Social, SMS, live chat, and advanced self-service are creating quite a buzz in contact centers these days, but now’s not the time to forget email. It’s time to make it better. According to Leslie O’Flahavan of E-WRITE, many customers actually...
Over the years, Bright Pattern has attracted customers of all types in every industry imaginable. When we look at our customers, they all have one thing in common: They are all trying to innovate their customer experience and revolutionize what...
CCW Nashville was a great show filled with amazing talks on top trends for 2019, along with musical networking events and some of the best BBQ! For those of you who were unable to make it to Nashville, I want to share a few of the key topics and...
At Customer Contact Week (CCW) Nashville, there were three half-day sessions, one of which was on Customer Journey Mapping. To start things off, Customer Contact Week and IQPC analyst Brian Cantor presented findings from IQPC’s recent journey...
Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs...
Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution.
