Interbrand’s 2014 Best Retail Brands report was recently released, ranking the top global retail brands. The report is produced in collaboration with Interbrand Design Forum, the retail experience group within Interbrand. My biggest takeaway from the report is that in this...Read More

This past November we attended Dreamforce and conducted our annual event survey, asking attendees about their preferred channels for customer service. We are pleased to share the results!The survey found that consumers want customer service to be accessible at all times and on all...Read More

As 2013 draws to a close, I think about the incredible year we have had, not just with the SoundBite acquisition by Genesys, but at what was hot in 2013 and what is trending and expected in our industry in 2014.  One trend that I thought was rather fitting was the broad rise of the word...Read More

This past holiday weekend, American families gathered for their traditional turkey, football and apple pie.  This year, with the controversy over the increasingly early shopping hours encroaching on family-time, retailers held their collective breath to see if consumers would respond to the...Read More

There has been quite a bit of controversy this holiday season with some brick-and-mortar retailers opening on Thanksgiving Day. Can’t deny that the holiday shopping weekend is expanding: first it was Black Friday, then Cyber Monday and now Brown Thursday has entered the lexicon...Read More

We set the clocks back on Sunday, and while I enjoyed an extra hour of sleep, it didn’t last long as the sounds of glee came from my kids when they saw all the big toy books in the newspaper. They still hadn’t eaten all their Halloween candy yet, but Christmas lists are hot on their...Read More

Have you ever wondered where the term Service with a Smile came from?  Being a marketer, I kept thinking it was a company slogan saying good customer service. It harkens back to a time not so long ago when people dealt with sales people, in brick-and mortar stores, and terms like...Read More

Everyone agrees that a good first impression is key to starting a relationship off on the right foot.  Today with all the channels available for customer communications be it email, social media, text or instant message, or voice, the window of opportunity is mere seconds before we delete...Read More

Happy Customer Experience Day! Today is the first annual CX Day, founded by The Temkin Group and Customer Experience Professionals Association, which we are a proud member of. CX Day celebrates great customer experience and the professionals who make it happen. ...Read More

Let me begin by stating that the act of showrooming is not a new concept – it has just evolved.  Gone are the days when consumers would sit at the table and take retailer X’s flyer and retailer Y’s flyer and compare who is selling the item for a cheaper price (unless you...Read More

More than half of all Americans own a smartphone – in fact, 56 percent of us are connected to via mobile devices. Considering the growing ubiquity of smartphones, collectors need to ensure that they consider this trend and build it into their collections strategy, using account...Read More

The traditional shopping funnel is dead.  The funnel no longer ends with purchase, but requires more engagement since competition is so high. As presented in the whitepaper from Nielsen, Digital Shopping: What You Need to Consider, success in the CPG world requires a deep...Read More

Recently I sat down for an interview answering questions around how multichannel communications and having a 360 view of the customer is imperative for a positive customer experience management.One of the current buzzwords in customer-centric conversations is “multichannel.” How...Read More

Google recently released a new study revealing 8 in 10 Smartphone Shoppers are using their mobile devices to read product reviews, compare prices, look up product inventory, and leverage coupon codes while in-store. Those of us who work in the mobile industry were not surprised by this stat...Read More

The convergence of the ARM and CRM industries has become more apparent over recent years. There are compelling reasons why this trend will continue. The customer relationship management (CRM) industry has always run parallel to the accounts receivable management (ARM) industry. Consider...Read More

As we’ve discussed in the past, the first step to mobile marketing campaign success is building and managing a mobile marketing database.  Companies obtain customer phone numbers and additional unique information, growing their databases from thousands to even millions of...Read More

Many organizations have worked tirelessly to develop, run, and analyze survey programs and methodologies, such as Net Promoter Score (NPS), to gather customer feedback. Whether the results are favorable or not, the responses create new opportunities to further engage with customers.  But are...Read More

This weekend as I spread mulch, I came upon an area of my garden heavily infested with garden ants. As you may or may not know, ants create quite a disruption, destroying the fruits of your backyard labor. While I contemplated my plan of action, I stared at the swarm of ants going about their...Read More

SoundBite continued to strengthen its role in Customer Experience Management at the third annual Customer Experience Professional Association (CXPA) Members Insight Exchange (MIE), held this month in San Diego. This opportunity to meet, learn, and share with fellow members was exciting...Read More

Last week I spoke at the Mobile Marketing Association Forum in New York, “Mobile’s Role in Closing the Loop along the Path to Purchase.” The MMA’s events are always must-go for marketers as every day is packed with new and interesting ideas on how...Read More

Last week I spoke at the Mobile Marketing Association Forum in New York, “Mobile’s Role in Closing the Loop along the Path to Purchase.” The MMA’s events are always must-go for marketers as every day is packed with new and interesting ideas on how...Read More

Today, the mobile device is as much a part of moms’ busy lives as bringing orange slices to a soccer game. Whether communicating with their children or office, organizing calendars, researching products, or locating directions, mothers are leveraging the mobile device to its fullest extent....Read More

Over the past few weeks there has been an increased level of attention given to a recent court ruling from the state of Wisconsin – Nelson vs. Santander Consumer USA, Inc.  While I do not wish to discuss my opinions on the ruling or provide legal advice about how agencies should...Read More

 Net Promoter Score (NPS) has gained traction in customer-centric organizations, such as telco providers, financial institutions, and retailers who want to ensure customers have a positive experience.  As my colleagues have detailed in their earlier posts on NPS and ...Read More

The Telephone Consumer Protection Act (TCPA) is reality and it has been with us since dial up modems were cutting edge and we were running computers on Microsoft MS Dos. It is powerful, can cost millions in class action lawsuits, and it “aint goin’ nowhere.” No matter how hard...Read More

In connection with SoundBite’s recent 2012 Annual Report and Proxy Mailing for our Annual Shareholders Meeting on May 22, I sat down to chat with Jim Milton, president and CEO. We covered many topics including Customer Experience Management (CEM) and SoundBite Insighttm, our cloud-based...Read More

Recently I spoke at the Loyalty Expo where attendees and providers discussed research, technologies and solutions that are impacting loyalty programs today. Removing communications barriers for customer engagement was a central theme throughout the event, along with customer insight and...Read More

Compliance.  That’s not a subject that you (or I) as a marketer ever really want to focus on.  Tell us about the newest, latest, and greatest technology that we can use to reach out and engage our customers. Tell us how we can use the latest location, mobile web, and messaging...Read More

Collections professionals have a multitude of tools at their disposal, many of which are based on the premise that nothing drives results like a phone call. When landline phones were the norm, this held true, but now the era of pervasive mobile phone adoption is adding more tools to collectors...Read More

Americans admit to spending the majority of their waking hours with their mobile devices – from their alarm clock, reading the news, checking social media, updating their calendars, and being entertained. In terms of retail, consumers rely on their mobile devices to research products...Read More

With the United Kingdom and most of Europe in the midst of, or just emerging from, a double dip recession, consumer-oriented companies are looking for ways other than price to differentiate themselves. Leading companies that are passionate about their customer relationships are increasingly...Read More

“Get your head out of the clouds” was a term many children may have heard when not paying attention. Today, things have changed. More and more companies are wrapping their heads around using cloud-based solutions to give them the flexibility, business agility and cost savings that...Read More

Greetings from the trade show floor of the 16th Annual Debt Buyers Association International Conference. This week nearly 2,000 attendees and 120 vendors from debt buyers, collections organizations, and credit issuers are gathered at the Aria in Las Vegas to network and learn about the latest...Read More

 The Super Bowl is the biggest one-day event for many marketers. While the buzz may be all about what the millions of TV viewers will see during the big game, we are asking what the attendees will see at the game and how they will engage on their mobile devices. There will be over 72,000...Read More

 The influx of smartphones and tablets has changed many communication paradigms – including those surrounding loyalty programs.  Customers are ready and eager to interact via mobile, and they expect their preferred brands to meet them there in multiple ways including:  web,...Read More

Recently a college basketball player scored 138 points in a game, setting an NCAA record.  If there was ever an example of “nothing but net”, this is one. Being the sports stats fan that I am, I immediately started going through the breakdown of the percentages of the...Read More

 It’s that time of year again: the holidays are in full swing, and if you are like me, your life is full of lists: gift buying lists, food shopping lists, stocking stuffer lists and maybe even naughty or nice lists. Most of us spend hours scouring online, in stores, and on mobile...Read More

It’s the height of the holiday season and companies are competing to acquire, up-sell and retain consumers.  With the increase of showrooming and cost-comparison shopping, businesses need to do more than compete on price to increase sales – they need to provide an optimized...Read More

 Recently ShopperTrak reported that during the post-Black Friday week, retail foot traffic increased 3.7% over last year. Larger chains like Wal-Mart, Target and Meijer have done an excellent job this holiday season combining their brick-and-mortar stores, online, and mobile...Read More

 For the past week the news has been focused on Black Friday shopping traffic, or is it now Mobile Thursday, or Cyber Monday?  What hasn’t been mentioned is that this past weekend’s activity is not the start, nor the height of holiday shopping. It is the second leg of a...Read More

Who doesn’t love the circus? We watch the daredevils on the highwire; acrobats placing one foot in front of the other while balancing an unwieldy pole. The net below stands ready to catch anyone should they fall.Today, contact centers face a similarly tenuous balancing act. The business...Read More

Marketing and advertising expenditures this election season at the national, state and local level are estimated at over six billion dollars. Countless phone calls, scores of direct mail, social media posts, slew of email and hours of TV ads all have the same end goal- to gain your vote...Read More

A cross-functional team from SoundBite is heading to Dallas this weekend to present the kick-off workshop “Proactive Customer Experience Management Throughout the Lifecycle” at Loyalty 360’s second annual Engagement & Experience Expo 2012, October 28-30. I recently sat...Read More

In planning Halloween with my kids this year, I am reminded that I am getting old and the world has changed.  My Halloween used to be just about monsters and ghosts – some  fake teeth or a sheet with  eye holes and I was all set.  Now, to really get the best &ldquo...Read More

Mobile devices enable organizations to interact with consumers in a variety of ways – whether it be a phone call, a text message, a mobile site, an email or chat. This summer I spoke with Judith Aquino of CRM Magazine about the benefits of mobile marketing. I highlighted a number of...Read More

We recently hosted a webinarMaking the Mobile Connection: Mobile Marketing Tips and Trends for the Holiday Seasontargeted at retailers that need to connect the personalized mobile experience with consumers. During the webinar we discussed industry trends we are seeing this holiday season, which...Read More

We have reached the dog days of summer when I, along with millions of other parents, eagerly prepare to send our kids back to school.  A large part of this preparation is the exciting, often mind-numbing and definitely expensive back-to-school shopping. The National Retail Federation (NRF)...Read More

Recently, a perspective new client asked me, “If I have a question or issue, who will answer the phone when I call?” As the leader of SoundBite Communications’ client services group, I ensured him that we provide our clients with creative strategies and best practices that...Read More

I love the Olympic Games.  Regardless of the sport, I love watching the pure raw and honest emotions felt by the athletes while they’re competing at the highest levels.  As a former college athlete myself (although definitely NOT of Olympic caliber), I appreciate the feeling you...Read More

Excitement is heightening all around London as the 2012 Olympic Games open. This is an event of an enormous scale as over 5 million visitors are expected to London and it is watched by billions across the world. In order for London to be able to produce successful games, multiple partnerships...Read More

I sat down with our CTO, Tim Segall, to get his perspective on the ever-evolving customer communications landscape, the challenges organizations are facing or can expect to face in the future, and the tools that are available to help meet these challenges.  Tim sees that companies are...Read More

There is nothing more frustrating for consumers than having to contact a company or business about something they should have been notified about proactively. Product recalls, warranty issues, late payments resulting in fees, and basic questions about products and services are just a few...Read More

On July 10th, all eyes will be on Kansas City for the 83rd Major League Baseball All-Star Game. As a former professional baseball player in the Cincinnati Reds organization, I appreciate the All-Star game for its unique approach of combining both fan and player votes in choosing its...Read More

Last month the Mobile Marketing AssociationForum was held in New York and it was their best forum conference to date.  The industry’s leading mobile marketing event had a spectrum of brands presenting case studies, data on mobiles trends, content development, ad placement...Read More

When you first decide to launch a mobile site, you might ask yourself, isn’t it just like my desktop web site, but smaller? Definitely not. Today’s mobile users are on-the-go, looking for information that is easy to access and quick to find, all on a screen 1/20th the size of their...Read More

SoundBite has been busy for the past few weeks, exhibiting at IQPC’s Call Center Week (CCW) and the NorthEast Contact Center Forum (NECCF).  While the shows were on opposite sides of the country – some of us enjoying 100 degree heat outside of Caesar’s Palace...Read More

For companies seeking to build stronger, more profitable consumer relationships at scale, Mobile Marketing is fast becoming a proven tool.  We recently commissioned Luth Research, a research partner of the MMA, to survey marketing thought leaders on the trends, issues and future...Read More

I have been attending the CRMC(Customer Relationship Management Conference) for years, first when I was at SmartReply and most recently as SoundBite, and it never fails to provide an opportunity to take the pulse of the markets we serve and learn about innovative ways businesses are driving...Read More

We all know that sending interactive messages or voice/text alerts to consumers is significantly more cost effective than sending numerous notification letters through the mail. So how can companies maintain their contact rate metrics and increase response rates in their existing campaign...Read More

For many brands, mobile marketing offers the potential to explore new heights in record time, similar to a rocket launching to Moon. Without the proper engineering and fuel, however, a rocket isn’t likely to get off the ground. In mobile marketing, the key to liftoff is the mobile...Read More

At the forefront of any contact center operation is always the topic of risk mitigation and compliance.   In the past couple of years managing federal and state regulations has become increasingly more difficult.  Add that to the staggering number of requirements and subsequent...Read More

A long time ago in a galaxy far, far away… long before the first SMS or DroidTM phone hit the market in 2008… another more famous droid made his debut in 1977: R2D2.  At the time, some thought Star Wars was just a sci-fi movie for kids. But the summer blockbuster grew into a...Read More

Interbrand’s 2014 Best Retail Brands report was recently released, ranking the top global retail brands. The report is produced in collaboration with Interbrand Design Forum, the retail experience group within Interbrand. My biggest takeaway from the report is that in this...Read More

This past November we attended Dreamforce and conducted our annual event survey, asking attendees about their preferred channels for customer service. We are pleased to share the results!The survey found that consumers want customer service to be accessible at all times and on all...Read More

As 2013 draws to a close, I think about the incredible year we have had, not just with the SoundBite acquisition by Genesys, but at what was hot in 2013 and what is trending and expected in our industry in 2014.  One trend that I thought was rather fitting was the broad rise of the word...Read More

This past holiday weekend, American families gathered for their traditional turkey, football and apple pie.  This year, with the controversy over the increasingly early shopping hours encroaching on family-time, retailers held their collective breath to see if consumers would respond to the...Read More

There has been quite a bit of controversy this holiday season with some brick-and-mortar retailers opening on Thanksgiving Day. Can’t deny that the holiday shopping weekend is expanding: first it was Black Friday, then Cyber Monday and now Brown Thursday has entered the lexicon...Read More

We set the clocks back on Sunday, and while I enjoyed an extra hour of sleep, it didn’t last long as the sounds of glee came from my kids when they saw all the big toy books in the newspaper. They still hadn’t eaten all their Halloween candy yet, but Christmas lists are hot on their...Read More

Have you ever wondered where the term Service with a Smile came from?  Being a marketer, I kept thinking it was a company slogan saying good customer service. It harkens back to a time not so long ago when people dealt with sales people, in brick-and mortar stores, and terms like...Read More

Everyone agrees that a good first impression is key to starting a relationship off on the right foot.  Today with all the channels available for customer communications be it email, social media, text or instant message, or voice, the window of opportunity is mere seconds before we delete...Read More

Happy Customer Experience Day! Today is the first annual CX Day, founded by The Temkin Group and Customer Experience Professionals Association, which we are a proud member of. CX Day celebrates great customer experience and the professionals who make it happen. ...Read More

Let me begin by stating that the act of showrooming is not a new concept – it has just evolved.  Gone are the days when consumers would sit at the table and take retailer X’s flyer and retailer Y’s flyer and compare who is selling the item for a cheaper price (unless you...Read More

More than half of all Americans own a smartphone – in fact, 56 percent of us are connected to via mobile devices. Considering the growing ubiquity of smartphones, collectors need to ensure that they consider this trend and build it into their collections strategy, using account...Read More

The traditional shopping funnel is dead.  The funnel no longer ends with purchase, but requires more engagement since competition is so high. As presented in the whitepaper from Nielsen, Digital Shopping: What You Need to Consider, success in the CPG world requires a deep...Read More

Recently I sat down for an interview answering questions around how multichannel communications and having a 360 view of the customer is imperative for a positive customer experience management.One of the current buzzwords in customer-centric conversations is “multichannel.” How...Read More

Google recently released a new study revealing 8 in 10 Smartphone Shoppers are using their mobile devices to read product reviews, compare prices, look up product inventory, and leverage coupon codes while in-store. Those of us who work in the mobile industry were not surprised by this stat...Read More

The convergence of the ARM and CRM industries has become more apparent over recent years. There are compelling reasons why this trend will continue. The customer relationship management (CRM) industry has always run parallel to the accounts receivable management (ARM) industry. Consider...Read More

As we’ve discussed in the past, the first step to mobile marketing campaign success is building and managing a mobile marketing database.  Companies obtain customer phone numbers and additional unique information, growing their databases from thousands to even millions of...Read More

Many organizations have worked tirelessly to develop, run, and analyze survey programs and methodologies, such as Net Promoter Score (NPS), to gather customer feedback. Whether the results are favorable or not, the responses create new opportunities to further engage with customers.  But are...Read More

This weekend as I spread mulch, I came upon an area of my garden heavily infested with garden ants. As you may or may not know, ants create quite a disruption, destroying the fruits of your backyard labor. While I contemplated my plan of action, I stared at the swarm of ants going about their...Read More

SoundBite continued to strengthen its role in Customer Experience Management at the third annual Customer Experience Professional Association (CXPA) Members Insight Exchange (MIE), held this month in San Diego. This opportunity to meet, learn, and share with fellow members was exciting...Read More

Last week I spoke at the Mobile Marketing Association Forum in New York, “Mobile’s Role in Closing the Loop along the Path to Purchase.” The MMA’s events are always must-go for marketers as every day is packed with new and interesting ideas on how...Read More

Last week I spoke at the Mobile Marketing Association Forum in New York, “Mobile’s Role in Closing the Loop along the Path to Purchase.” The MMA’s events are always must-go for marketers as every day is packed with new and interesting ideas on how...Read More

Today, the mobile device is as much a part of moms’ busy lives as bringing orange slices to a soccer game. Whether communicating with their children or office, organizing calendars, researching products, or locating directions, mothers are leveraging the mobile device to its fullest extent....Read More

Over the past few weeks there has been an increased level of attention given to a recent court ruling from the state of Wisconsin – Nelson vs. Santander Consumer USA, Inc.  While I do not wish to discuss my opinions on the ruling or provide legal advice about how agencies should...Read More

 Net Promoter Score (NPS) has gained traction in customer-centric organizations, such as telco providers, financial institutions, and retailers who want to ensure customers have a positive experience.  As my colleagues have detailed in their earlier posts on NPS and ...Read More

The Telephone Consumer Protection Act (TCPA) is reality and it has been with us since dial up modems were cutting edge and we were running computers on Microsoft MS Dos. It is powerful, can cost millions in class action lawsuits, and it “aint goin’ nowhere.” No matter how hard...Read More

In connection with SoundBite’s recent 2012 Annual Report and Proxy Mailing for our Annual Shareholders Meeting on May 22, I sat down to chat with Jim Milton, president and CEO. We covered many topics including Customer Experience Management (CEM) and SoundBite Insighttm, our cloud-based...Read More

Recently I spoke at the Loyalty Expo where attendees and providers discussed research, technologies and solutions that are impacting loyalty programs today. Removing communications barriers for customer engagement was a central theme throughout the event, along with customer insight and...Read More

Compliance.  That’s not a subject that you (or I) as a marketer ever really want to focus on.  Tell us about the newest, latest, and greatest technology that we can use to reach out and engage our customers. Tell us how we can use the latest location, mobile web, and messaging...Read More

Collections professionals have a multitude of tools at their disposal, many of which are based on the premise that nothing drives results like a phone call. When landline phones were the norm, this held true, but now the era of pervasive mobile phone adoption is adding more tools to collectors...Read More

Americans admit to spending the majority of their waking hours with their mobile devices – from their alarm clock, reading the news, checking social media, updating their calendars, and being entertained. In terms of retail, consumers rely on their mobile devices to research products...Read More

With the United Kingdom and most of Europe in the midst of, or just emerging from, a double dip recession, consumer-oriented companies are looking for ways other than price to differentiate themselves. Leading companies that are passionate about their customer relationships are increasingly...Read More

“Get your head out of the clouds” was a term many children may have heard when not paying attention. Today, things have changed. More and more companies are wrapping their heads around using cloud-based solutions to give them the flexibility, business agility and cost savings that...Read More

Greetings from the trade show floor of the 16th Annual Debt Buyers Association International Conference. This week nearly 2,000 attendees and 120 vendors from debt buyers, collections organizations, and credit issuers are gathered at the Aria in Las Vegas to network and learn about the latest...Read More

 The Super Bowl is the biggest one-day event for many marketers. While the buzz may be all about what the millions of TV viewers will see during the big game, we are asking what the attendees will see at the game and how they will engage on their mobile devices. There will be over 72,000...Read More

 The influx of smartphones and tablets has changed many communication paradigms – including those surrounding loyalty programs.  Customers are ready and eager to interact via mobile, and they expect their preferred brands to meet them there in multiple ways including:  web,...Read More

Recently a college basketball player scored 138 points in a game, setting an NCAA record.  If there was ever an example of “nothing but net”, this is one. Being the sports stats fan that I am, I immediately started going through the breakdown of the percentages of the...Read More

 It’s that time of year again: the holidays are in full swing, and if you are like me, your life is full of lists: gift buying lists, food shopping lists, stocking stuffer lists and maybe even naughty or nice lists. Most of us spend hours scouring online, in stores, and on mobile...Read More

It’s the height of the holiday season and companies are competing to acquire, up-sell and retain consumers.  With the increase of showrooming and cost-comparison shopping, businesses need to do more than compete on price to increase sales – they need to provide an optimized...Read More

 Recently ShopperTrak reported that during the post-Black Friday week, retail foot traffic increased 3.7% over last year. Larger chains like Wal-Mart, Target and Meijer have done an excellent job this holiday season combining their brick-and-mortar stores, online, and mobile...Read More

 For the past week the news has been focused on Black Friday shopping traffic, or is it now Mobile Thursday, or Cyber Monday?  What hasn’t been mentioned is that this past weekend’s activity is not the start, nor the height of holiday shopping. It is the second leg of a...Read More

Who doesn’t love the circus? We watch the daredevils on the highwire; acrobats placing one foot in front of the other while balancing an unwieldy pole. The net below stands ready to catch anyone should they fall.Today, contact centers face a similarly tenuous balancing act. The business...Read More

Marketing and advertising expenditures this election season at the national, state and local level are estimated at over six billion dollars. Countless phone calls, scores of direct mail, social media posts, slew of email and hours of TV ads all have the same end goal- to gain your vote...Read More

A cross-functional team from SoundBite is heading to Dallas this weekend to present the kick-off workshop “Proactive Customer Experience Management Throughout the Lifecycle” at Loyalty 360’s second annual Engagement & Experience Expo 2012, October 28-30. I recently sat...Read More

In planning Halloween with my kids this year, I am reminded that I am getting old and the world has changed.  My Halloween used to be just about monsters and ghosts – some  fake teeth or a sheet with  eye holes and I was all set.  Now, to really get the best &ldquo...Read More

Mobile devices enable organizations to interact with consumers in a variety of ways – whether it be a phone call, a text message, a mobile site, an email or chat. This summer I spoke with Judith Aquino of CRM Magazine about the benefits of mobile marketing. I highlighted a number of...Read More

We recently hosted a webinarMaking the Mobile Connection: Mobile Marketing Tips and Trends for the Holiday Seasontargeted at retailers that need to connect the personalized mobile experience with consumers. During the webinar we discussed industry trends we are seeing this holiday season, which...Read More

We have reached the dog days of summer when I, along with millions of other parents, eagerly prepare to send our kids back to school.  A large part of this preparation is the exciting, often mind-numbing and definitely expensive back-to-school shopping. The National Retail Federation (NRF)...Read More

Recently, a perspective new client asked me, “If I have a question or issue, who will answer the phone when I call?” As the leader of SoundBite Communications’ client services group, I ensured him that we provide our clients with creative strategies and best practices that...Read More

I love the Olympic Games.  Regardless of the sport, I love watching the pure raw and honest emotions felt by the athletes while they’re competing at the highest levels.  As a former college athlete myself (although definitely NOT of Olympic caliber), I appreciate the feeling you...Read More

Excitement is heightening all around London as the 2012 Olympic Games open. This is an event of an enormous scale as over 5 million visitors are expected to London and it is watched by billions across the world. In order for London to be able to produce successful games, multiple partnerships...Read More

I sat down with our CTO, Tim Segall, to get his perspective on the ever-evolving customer communications landscape, the challenges organizations are facing or can expect to face in the future, and the tools that are available to help meet these challenges.  Tim sees that companies are...Read More

There is nothing more frustrating for consumers than having to contact a company or business about something they should have been notified about proactively. Product recalls, warranty issues, late payments resulting in fees, and basic questions about products and services are just a few...Read More

On July 10th, all eyes will be on Kansas City for the 83rd Major League Baseball All-Star Game. As a former professional baseball player in the Cincinnati Reds organization, I appreciate the All-Star game for its unique approach of combining both fan and player votes in choosing its...Read More

Last month the Mobile Marketing AssociationForum was held in New York and it was their best forum conference to date.  The industry’s leading mobile marketing event had a spectrum of brands presenting case studies, data on mobiles trends, content development, ad placement...Read More

When you first decide to launch a mobile site, you might ask yourself, isn’t it just like my desktop web site, but smaller? Definitely not. Today’s mobile users are on-the-go, looking for information that is easy to access and quick to find, all on a screen 1/20th the size of their...Read More

SoundBite has been busy for the past few weeks, exhibiting at IQPC’s Call Center Week (CCW) and the NorthEast Contact Center Forum (NECCF).  While the shows were on opposite sides of the country – some of us enjoying 100 degree heat outside of Caesar’s Palace...Read More

For companies seeking to build stronger, more profitable consumer relationships at scale, Mobile Marketing is fast becoming a proven tool.  We recently commissioned Luth Research, a research partner of the MMA, to survey marketing thought leaders on the trends, issues and future...Read More

I have been attending the CRMC(Customer Relationship Management Conference) for years, first when I was at SmartReply and most recently as SoundBite, and it never fails to provide an opportunity to take the pulse of the markets we serve and learn about innovative ways businesses are driving...Read More

We all know that sending interactive messages or voice/text alerts to consumers is significantly more cost effective than sending numerous notification letters through the mail. So how can companies maintain their contact rate metrics and increase response rates in their existing campaign...Read More

For many brands, mobile marketing offers the potential to explore new heights in record time, similar to a rocket launching to Moon. Without the proper engineering and fuel, however, a rocket isn’t likely to get off the ground. In mobile marketing, the key to liftoff is the mobile...Read More

At the forefront of any contact center operation is always the topic of risk mitigation and compliance.   In the past couple of years managing federal and state regulations has become increasingly more difficult.  Add that to the staggering number of requirements and subsequent...Read More

A long time ago in a galaxy far, far away… long before the first SMS or DroidTM phone hit the market in 2008… another more famous droid made his debut in 1977: R2D2.  At the time, some thought Star Wars was just a sci-fi movie for kids. But the summer blockbuster grew into a...Read More