Customer CentricityData AnalyticsOctober 2018 Issue

How Union Gas used data and analytics to reinvigorate a paperless billing campaign

Re-Energizing Success By Hugh Hibbert When it comes to getting consumers to switch to paperless billing, no Canadian utility does it better than Union Gas: but that doesn’t mean there isn’t room for improvement. Union Gas, a major Canadian natural gas storage, transmission and distribution company based in Chatham-Kent, Ontario …

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Customer CentricityOctober 2018 Issue

Invest in Support to Grow Loyalty

By Tyler Koblasa When interactive voice response (IVR) first hit the customer support scene in the late 1990s and early 2000s, it seemed like a service provider’s dream come true. No longer was a human representative needed for each step of the support process. Instead, customers could seamlessly guide themselves …

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Customer CentricityOctober 2018 Issue

Agent Engagement: The Key to Better Outcomes

By Blair Pleasant While more companies are focusing on the customer experience, the need to also focus on the agent experience is just as great as the agent experience directly impacts the customer experience. Why engagement matters Contact centre agents are the customer-facing employees, therefore agent engagement must be a …

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Customer CentricityIntegrated Payments

New platform unifies customer data to create personalized, localized and curated experiences

Enhanced platform unifies ecosystem, adds new revenue opportunities by focusing on complete passenger journey Guestlogix, the travel technology company that aspires to deliver better journeys, has introduced new platform features that bring unification to today’s fragmented passenger experience. Built around the Traveler and Crew Experience, the new features are an …

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Customer CentricitySeptember 2018 Issue

Defeating SMB customer churn

By Jeff Tomlin Churn is a killer. It can be a painful part of doing business, financially and emotionally. It can stop growth in its tracks. Worse yet, it’s a common problem that organizations are not effectively solving. Small and mid-sized businesses (SMBs) provide opportunities for marketing agencies and software …

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Customer CentricityJuly-August 2018 Issue

How technology can help customer service

By Mike Thorne Striving to provide great customer service is the most important part of any business. It affects your bottom line, your reputation, referrals and repeat business. At JUSTJUNK we have developed key technological advancements to aid in constantly improving the customer service experience. Our online and front line …

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Applied AICustomer CentricityJune 2018 Issue

Enhancing the customer contact experience with AI

By Yishay Carmiel The federal government is betting big on artificial intelligence (AI), with the goal of making Canada a world-leading destination for companies seeking to invest in AI and innovation. Last year it announced that it was spending $125 million on launching the Pan-Canadian Artificial Intelligence Strategy, delivered through …

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Customer CentricityDigital

Manulife transforms customer experience as part of massive strategic shift to digital

TORONTO–Manulife plans to transform its Canadian business, including a program to digitize and consolidate a number of its back-office functions, optimize its head office real-estate footprint, retrain and hire employees with digital skills, and refocus its customer experience across all business lines to continue to serve the evolving needs of …

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April 2018 IssueCustomer Centricity

Thane Direct tunes in for future growth

By Brendan Read Thane Direct is one of world’s best known direct response and retail marketers, with a reputation for creativity, innovation and integrity. Thane has created highly successful brands in such diverse product categories as health and beauty, fitness, weight loss, kitchen/house wares, entertainment, self-improvement and pet care that …

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Customer CentricityMarch 2018 IssueMobile Marketing

How best to leverage mobile marketing trends

Customers are mobile and digital. So should marketing. Here’s how By Geoff Linton and Ryan Antooa According to Forrester Research, digital marketing spending in the U.S. will surpass $118 billion in 2018. Four of the top vehicles: paid search, display, on-line and email are growing between 8% – 18% compound …

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