What’s All the Hype about Hyper-Personalization?

September 30, 2021

Up to 75% of consumers are more likely to buy again from a company that knows them from their prior behavior, according to ARK Invest. It's this concept that prompted the strategy of personalizing customer interactions and product offers. Today hyper-personalization takes the same concept and...

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F2P to Paying: Player Analytics Is the Secret to More Spending

September 30, 2021

Up to 75% of total gaming revenue comes from in-game purchases, according to ARK Invest. In contrast, only 20% of gaming revenue originated from in-game purchases in 2010. And looking ahead, a staggering 95% of all global gaming revenue could come from in-game purchases by the year 2025.

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F2P to Paying: Boosting Conversions with Player Support

September 1, 2021

The global mobile gaming market is projected to generate $90.7 billion in consumer spending in 2021, according to Newzoo. Since these games are free to play, you may be wondering how the market became so lucrative. In short, it’s from in-game enticements designed to help players progress past an...

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Is Big Data Dead? Not If You’re in Customer Support

August 18, 2021

Experts predict a 180% increase in the amount of data consumed globally from 2020 to 2025, according to Statista. That’s a growth of 116 zettabytes in five short years. At the same time, there will be an enormous disruption occurring across the customer support industry. Users continue to...

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To Bot or Not to Bot: 3 Tips for Getting It Right

August 4, 2021

70% of customer interactions will use emerging technologies like chatbots, machine learning (ML) and mobile messaging by 2022, according to Gartner. As customer journeys continue to move increasingly online, the digital experience a company delivers within and across channels can make or break a...

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7 Tips to Hear the Voice of Your Customer

July 20, 2021

More than 9 in 10 companies plan to invest in customer feedback management by 2023, according to Bain – up from 74% today. What’s driving the increase? A need for more insights into customer perceptions, expectations and experiences.

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3 Ways to Improve Your Bottom Line with Player Support

July 14, 2021

Gaming companies want players to have fun. But many don’t know they can leverage outsourced player support to elevate the gaming experience and drive additional revenue. Publishers tend to focus on metrics like lifetime value, average transaction rates, active daily or monthly users and average...

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3 Tips for Creating a Digital First Strategy

June 30, 2021

Nearly 8 in 10 businesses will invest in digital experience technology in the next 12 months, according to Forrester. The recent pandemic only accelerated this shift in spending. Forced into isolation, people around the globe became more reliant on digital contacts, making it all the more...

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Digital Journeys Re-imagined: The Role of Customer Support

June 17, 2021

In 2021 digital support interactions are projected to increase by 40%, according to Forrester. As a result, customer support is evolving into an experience hub wholly enabled by digital transformation. Digital transformation refers to the adoption of digital technology to modernize business by...

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5 Ways that Automation Powers Better CX

May 10, 2021

For businesses, customer experience isn’t just important; it’s the cornerstone on which competitive advantage is built. In a recent study, 59% of post-Covid consumers care MORE about customer experience when they decide which company to buy from than they did before. In other words, customer...

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