Aviva Canada is using short message service (SMS), or texting, to communicate with customers, a technology on which it was focusing before building mobile apps. “We are already texting to our ...

"Interactions used to be dictated by the channels and the technology of the company, rather than the preferences of the customer," said Elizabeth Tobey, NICE head of marketing, Digital & AI.

Real-time interaction management (RTIM) is reshaping the way brands think of customer journey orchestration. RTIM makes a previously unheard of level of real-time personalization possible.

RingCentral drills down the opportunities for AI to revamp customer interactions Ashee Pamma March 8, 2024 From L to R: Amir Hadeep and Kevin Krempulec with Jim Love (bottom) ...

Using it the right way is critical.Social media interactions are often public, making them powerful tools for brand building. A customer's public appreciation post following a positive service ...

5. Make the whole experience memorable (delight me). Make the personalization feel magical to the customer. One interaction won’t be enough to discover what delights any individual customer.