3 Ways to Engage Retail Customers through Language in the Next Phase of COVID-19
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3 Ways to Engage Retail Customers through Language in the Next Phase of COVID-19

ByEvan Blair

During this time of uncertainty, there’s no room for error in messaging. Brands must be on-target and tone-aware to win back customers and retain the new ones who have migrated online. This article outlines three ways retailers can leverage language to engage customers as markets begin to open. While sales spiked a surprising 18% in…

The Vodafone Experience: How AI-Driven Personalization Creates Business Impact
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The Vodafone Experience: How AI-Driven Personalization Creates Business Impact

ByEvan Blair

Telecom customers are deeply dissatisfied, craving digital experiences that are highly personal and friction-free. Personalization can satisfy those cravings and catapult conversions, as Vodafone Italy has found. In this piece, we recap our webcast discussion with Vodafone and Adobe, exploring how the telecom leader employs AI-powered personalization to serve the right message to the right…

Language Analysis Pinpoints How COVID-19 Is Changing Brand Communications
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Language Analysis Pinpoints How COVID-19 Is Changing Brand Communications

ByEvan Blair

Just as certain words and phrases tend to resonate more in real life–think of the difference between “have the report ready by noon” and “please have the report ready by noon, thanks in advance!”–certain emotions consistently outperform others when it comes to engaging customers and encouraging them to take action. From 2018 to 2019, Attention…

How Trust-Based Emotional Language Engages Customers in Travel & Hospitality
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How Trust-Based Emotional Language Engages Customers in Travel & Hospitality

ByEvan Blair

This article outlines how brands can rebuild trust with their customers by leveraging both the power of artificial intelligence and the psychology of safety, gratitude, and intimacy. Brands must engage consumers with the appropriate emotional language as they plan their progression from crisis response to the new normal. Three recommendations detail how leaders can use…

How Orange Increased Conversions with Persado’s AI Language Platform
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How Orange Increased Conversions with Persado’s AI Language Platform

ByEvan Blair

Orange is France’s leading mobile and internet operator and one of the top 10 largest telcos in the world. The Challenge France is one of the most competitive telecom markets in Europe. Orange is currently the market leader and to maintain market share and develop new business, Orange is focused on keeping customers engaged while…

Achievement-Focused Language Makes a Comeback
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Achievement-Focused Language Makes a Comeback

ByEvan Blair

April saw a marked shift from the way brands communicated before COVID-19. Gone were the attention-grabbing all caps and clever plays on words (e.g. “Let the MADNESS BEGIN” for the NCAA basketball tournament). Language that evoked the Trust-based emotions of Safety, Intimacy, and Gratitude drove the highest engagement in April, when people seemed to be…

Increase Pre-Collections Payments and Reduce Consumer Financial Distress with AI-Powered Language
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Increase Pre-Collections Payments and Reduce Consumer Financial Distress with AI-Powered Language

ByEvan Blair

Businesses that invest in language increase pre-collections payments and will stay ahead of the coming spike in missed payments. Companies as diverse as telecommunications companies, retail banks, utilities, and the finance arms of automotive manufacturers are bracing for a surge in missed payments from the 43% of U.S. households that have lost income since the…

Trust-based Emotional Language Engages More Customers During COVID-19
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Trust-based Emotional Language Engages More Customers During COVID-19

ByEvan Blair

COVID-19 has changed how we communicate and the words we use make that clear. As people across the planet #stayhome to #flattenthecurve, they looked for opportunities to maintain connection in the context of social distancing. Words that conveyed the warm emotions of Intimacy, Gratitude, and Safety offered that connection and produced the most successful messages…

Drive More Completed Payments with AI-Guided IVR Prompts
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Drive More Completed Payments with AI-Guided IVR Prompts

ByEvan Blair

What if changing a few words or using the right emotion in an IVR prompt could increase payments and prevent delinquencies?  That’s exactly what happened for one of the largest US insurance companies. Small changes to the language in its IVR prompt convinced 10% more customers to “Press 1” to begin the process of making…

The Changing Shape of the Health Insurance Customer Journey During and After COVID-19
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The Changing Shape of the Health Insurance Customer Journey During and After COVID-19

ByEvan Blair

As the COVID-19 crisis continues, health insurance payers will need to evaluate new risks and opportunities: Risks Declines in payrolls will result in a retrenchment in the commercial insurance space. Declines in small business and 1099 resiliency will also lead to a decline in individual policies and exchange-sourced acquisitions.  Opportunities The growing number of potential…