The CMO’s Emerging IT Role, Part 1: Who Owns The Customer Experience?

Posted by Mo Nezarati on April 4, 2017

The chief marketing officer's role is evolving to take on more of an IT perspective—not just in theory, but in actual budget allotment, IT decision making responsibility and CEO mandates for business growth. The trend is blurring the lines between CIO and CMO responsibilities within the enterprise, requiring better collaboration between the parties to break down information silos and forge optimal solutions.

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Topics: cPaaS, CX, customer happiness

Four Ways to Use SMS to Increase the Acquisition & Engagement of Mobile Users

Posted by Alex Misevski on January 5, 2017

Smartphone usage is exploding, and doesn’t show signs of slowing down. By 2019, it’s estimated that the number of smartphone users worldwide will be close to 3 billion. And, with data showing that 90 percent of users’ mobile time is spent in apps, integrating SMS capabilities in applications is pivotal in brands growing their mobile user base.

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Topics: CX, UX, SMS

How to Create Automated Surveys Through Voice or SMS to Measure Customer Satisfaction

Posted by Alex Misevski on December 29, 2016

A recent study found that a satisfied customer tells nine people about the positive experience, while a dissatisfied one tells nearly twice as many people about their negative experience. Therefore, perfecting customer experience can do wonders in driving brand loyalty and consequently increasing revenues. Fortunately, developers can create an automated survey that can be answered over phone or SMS to enhance customer experience using Zang’s APIs.

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Topics: APIs, CX, SMS, Automation

The CMO’s New Role: 360 Degree Customer Engagement

Posted by Mo Nezarati on December 15, 2016

Once, chief marketing officers (CMOs) were primarily tasked with brand management, market research and advertising. Today they’re being asked to do a whole lot more—from implementing technologies to analyzing data to customer service to measuring impact—all in an effort to forge stronger bonds with customers.

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Topics: CX, SMS, bots

Product Design and the Customer Experience

Posted by Nick Zdravkovski on August 31, 2016

The competition to gain and hold onto customers has blown the roof off traditional software development. Developers are scrambling to keep up with innovative new technologies coming out of the woodwork on a continual basis. Plus, the demands of a new generation of digital experts—you know them as millennials—are driving the market and must be taken into account. In this environment, what can product designers bring to product development to help their companies thrive?

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Topics: CX, customer happiness, UX, UI