The pandemic changed customer motivation
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The pandemic changed customer motivation. What’s happening now?

ByLiza Colburn

At Persado, we talk a lot about how messages motivate customers to take action. One of the ways they do that is by tapping into a feeling or emotion that fits the context of a campaign. And quite frankly, during this pandemic, we’ve all had a lot of feelings.  By “feelings”—or its more formal equivalent,…

executive exploring AI-generated content
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AI-Generated Language Drives ROI from your CDP

ByLiza Colburn

Two-thirds of respondents to the Gartner 2020 Marketing Technology Survey say they face challenges leveraging customer data to drive digital marketing results. The pressure is on to change that, as businesses ramp up their 2022 growth expectations and look to the CMO to deliver it.  Personalized experiences are high on the list of potential growth…

Your Guide to the Emotional Language of 2021 Super Bowl Ads
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Your Guide to the Emotional Language of 2021 Super Bowl Ads

ByEvan Blair

Despite some brands choosing to warm the bench for the 2021 Super Bowl ads, the big game still remains a major venue for creative teams to showcase creativity with ambitious ads that often set the tone for campaigns throughout the year. But which language elements were in play and why? How was this year different than past years…

Language Data Snapshot Aug-Sept 2020: What’s Normal is New Again
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Language Data Snapshot Aug-Sept 2020: What’s Normal is New Again

ByEvan Blair

As we head into month nine (!) of the pandemic, every new or retained customer account counts more than ever, especially for retailers facing a holiday season unlike any other. The language landscape continues to evolve and show more nuance with every passing month. These three takeaways from our latest data roundup provide data-driven guidance…

Use AI for Customer Service to Improve Key Service Metrics
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Use AI for Customer Service to Improve Key Service Metrics

ByEvan Blair

This article highlights how leaders are using AI for customer service to more effectively communicate with customers and impact key service metrics while bolstering exceptional digital customer experiences.  Customer service teams have seen a spike in digital self-service adoption as a result of the coronavirus pandemic. More than 20% of US retail bank customers tried…

Divert Call Volume and Reduce Customer Service Costs with AI-Powered Language
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Divert Call Volume and Reduce Customer Service Costs with AI-Powered Language

ByEvan Blair

This article details how a leading U.S. health insurer used machine learning and AI to generate more effective IVR scripts that diverted call volume, increased app downloads by 67%, and drove $1.7 million in cost savings from a single campaign. New circumstances require new customer service tools The coronavirus pandemic is increasing the pressure on…

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 a Leading Telco Increased Call Deflection by 24% with AI-Powered Language Experiments
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How a Leading Telco Increased Call Deflection by 24% with AI-Powered Language Experiments

ByEvan Blair

Telco providers facing a rapid spike in calls to their contact centers have an underused and powerful tool they can use to relieve pressure on agents and increase digital self-service—the most effective words.  That’s what a European telecommunications provider found when it leveraged AI and machine learning to fine-tune voice digital assistant (IVR) language and…

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…

Language That’s Working Now: How COVID-19 Changed the Way We Communicate
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Language That’s Working Now: How COVID-19 Changed the Way We Communicate

ByEvan Blair

When it comes to customer-centric messaging in the age of COVID-19, the name of the game is balancing empathy and performance. No brand wants to come off as opportunistic and tone-deaf when customers are struggling. Yet businesses depend on sales and cash flow to function and pay their employees.  What’s impactful now is less attention-grabbing…