There is a gaping hole in the Canadian fintech market, and a digital challenger is coming to fill it. They’ll spend less on ads and more on a great, holistic digital experience. Who is this bank? The future is sooner than we think.

Abdication is Not the Answer

Leveraging the power of an engaged technical customer community can be a great way to reduce support costs and improve responsiveness. The key is to not abdicate to that community or to technology such as chatbots - there must be a responsible human in the loop.

Social Customer CareHeather SimmonsJune 10, 2018customer care, customer experienceComment

Rebooting Facebook

Facebook's stock plummeted 17%, knocking nearly $100 billion off their market cap. It wasn't the data misuse that did it - it was Facebook's communications in response.

Marketing Strategy, Social Customer Care, Social MediaHeather SimmonsApril 5, 2018Facebook, Cambridge AnalyticaComment

Care is the New Marketing

In a world of fake news, alternative facts, and unbridled content creation, who do you trust? You trust your friends, colleagues, and other people you know. A brand that taps into this can show it cares, to the power of n.

Social Customer Care, Marketing StrategyHeather SimmonsMarch 12, 2018Comment

10 Digital Transformation Predictions for 2018

The team at Simmons Sharpe makes 10 digital transformation predictions for 2018, including the latest on augmented reality, voice assisted shopping, connected cars, customer care, edge computing, and even marijuana!

Striking the Right Tone on Social Media

Your brand voice and tone on social media is critical to unify your content and customer care teams and create deeper relationships with your customers. See how McDonald's, Spotify, Atlantic Lottery & more are winning customers over on social.

Social Customer Care, Social Media, Marketing StrategyMitchell HunterDecember 19, 2017Comment

Why Bots Live - But Humans Will Never Die

When it comes to the customer experience, do bots need humans? Or vice versa? A panel of experts from Spredfast, StitchFix, Live Nation, Facebook, and more weighs in.

Marketing Automation & AI, Social Customer CareHeather SimmonsOctober 29, 2017Comment

Hold the Phone! Customer Care's Digital Tipping Point

According to Deloitte's survey, 64% of customer care contacts in 2017 were via the old-fashioned phone call. But by 2019, just 47% of contacts will be via phone - with social customer care, chat, and text on the rise. The digital tipping point for customer care is fast approaching. Is your organization ready?

Social Customer Care, Social MediaHeather SimmonsOctober 8, 2017Comment