Blog

Insights and updates from the CaféX team

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Blog

WebRTC: The Good, the Bad, and the Ugly

WebRTC has been active a few years now and we're all loving where it's going. However, where the enterprise is concerned it's just not perfect yet and as a result adoption is not as fast as we'd like. So, what’s wrong?
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What is Customer Engagement?

When setting out to create a definition of customer engagement, the first step is to take a close look at the word ‘engagement’. It is an interesting word with definitions that are polar opposites in meaning.
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Omnichannel Customer Service: How Hard or Easy Can it Be?

Just take a browser, add WebRTC, then just a pinch of salt; stir vigorously, and Voila! you have an omnichannel collaboration environment, complete with video. It sounds great, but it's far from reality for most businesses.
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What is Omnichannel?

A question that repeatedly comes up in customer service space is: What is Omnichannel? Like many technology terms, Omnichannel can be defined in many ways, but if we focus on the two base words, Omni and Channel..
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What is Customer Satisfaction?

Every producer, vendor, manufacturer, or service provider is looking for the best answer to: What is Customer Satisfaction?
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The Crystal ball in Sales - Knowing What Customers Want Before They Know It Themselves

On a store floor salespeople have the advantage of observing customers from afar before making their approach. They can assess body language, observe facial expressions, and see how the customer is interacting with the merchandise presented before them.
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What's In a Name? If It's Omnichannel: Everything for Customer Engagement.

While doing some reading the other day, I came across three uses for the word “omnichannel” in one sitting, each a little different in meaning than the other. Even worse, there doesn’t seem to be unilateral agreement on how to spell it.
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Reimagining the Personal Touch of Customer Interactions

It happened again! I noticed that the auto-payment amount for my monthly cable went up. My first question was why? — which was quickly followed by what can I do about it?
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Part 2: Context-based Omnichannel Customer Engagement

Omnichannel context-based customer engagement can be the secret not only to keeping all classes of your customers happy, but also drawing new customers to you through brand-friendly word of mouth.
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Did Gartner Truly Omit WebRTC From Its Curve? — Respectfully, I Beg to Differ

In this two-part series, we are exploring the question as to why Gartner has apparently left WebRTC off of its respected Gartner Hype Cycle.
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Part 1: Context-based Omnichannel Customer Engagement

It's no secret to anyone running an online business that customers are hard to read — and even harder to keep. And everyone knows, the only thing more costly than finding new customers is losing those you have.
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Five ways in which WebRTC could have transformed Alcatraz

My first meeting with Slade Trabucco, CEO of Jurislink, was eye opening.