Layer
Layer
Blog Post
  • There were dozens of valuable keynotes, panel sessions, and fireside chats (including one by our own CEO, Ron Palmeri and Trunk Club Co-founder, John Tucker) at the 2017 Leadership in Digital Marketing Forum. Check out some of our key takeaways from the event, including the idea that brands are the sum of all customer experiences. The post A Look Back at the 2017 Leadership in Digital Marketing Fo...

Layer
Layer
Blog Post
  • Omnichannel appears to be the perfect response to mobile-first consumers. However, omnichannel doesn’t overcome the roadblock to more conversational business—traditional organizational siloes. Rather than viewing mobile messaging or other omnichannel tools as an endgame, it’s time to look at the bigger picture and organize your business around the lifetime customer conversation. The post Beyond Me...

Layer
Layer
Blog Post
  • The Web 1.0 model of Craigslist is giving way to focused mobile marketplaces that allow for a richer interaction between participants. Communication in marketplace apps creates trust: the more contextual and clear the communication in the app, the more trust is established. See why native communication is key to mobile marketplaces. The post Marketplace apps need native communications appeared fir...

Layer
Layer
Blog Post
  • Voice is the most natural messaging interface for the elderly and has the power to change healthcare as we know it. But as hospitals and nursing homes embrace voice assistants for elder care, many are missing the big-picture advantages of conversational healthcare. See why it’s important to incorporate voice into a larger messaging strategy. The post Voice and the Elderly—There’s More to the Conve...

Layer
Layer
Blog Post
  • MWC Americas hosted over 21,000 attendees from 110 countries, which gave us a way to connect with a global community of decision makers. Because we’re all so hyper-connected, the show gave the Layer team a chance to meet in person with the relevant context established beforehand. Here are some key takeaways from the conference. The post Customer Engagement a Major Focus at Mobile World Congress Am...

Layer
Layer
Blog Post
  • Now that we’re home from FinovateFall, I can look back and think about my key takeaways from both the thought leadership sessions and feedback for our on-stage pitch for the Layer Customer Conversation Platform. Here are three of the biggest themes from the event and two key use cases for messaging in the industry. The post Looking Back at FinovateFall 2017 appeared first on Layer.

Layer
Layer
Blog Post
  • Mobile has changed consumer expectations in customer support. Long, frustrating phone calls were once acceptable, but now instant gratification is expected. And yet, the companies whose apps we use every day—retailers, banks and financial services firms, travel companies, etc.—are keeping their customer support processes in the desktop dark ages. It’s time to adapt. The post On Mobile, Contact Us ...

Layer
Layer
Blog Post
  • It was great speaking with some of the 1,100 people in attendance at Aviation Festival 2017. Many of the speakers focused on how to reach customers where they are. Now that the conference is over, here are some of my biggest takeaways about how the airline industry can transform itself through customer conversations. The post Lessons Learned from Aviation Festival 2017 appeared first on Layer.

Layer
Layer
Blog Post
  • We recently achieved full HIPAA compliance, demonstrating our ongoing commitment to powering the next generation of healthcare technology and increasing customer/patient confidence. But our commitment to security goes beyond the healthcare industry to financial services and other regulated industries. Layer is built from the ground up with security in mind. The post Securing the Customer Conversat...

Layer
Layer
Blog Post
  • Consumer expectations have reached a point that simply having a mobile banking experience isn’t enough. Retail banks have to question whether or not they’re delivering real value for consumers—or if they’re just replicating a creaky old website on mobile. Layer helps retail banks deliver real value to today’s mobile-first customers. The post Transforming the Retail Banking Customer Conversation ap...

Layer
Layer
Blog Post
  • To keep up with the competition, airlines must succeed with digital transformation. However, rather than focusing on backend profitability, airlines should be driving digital transformation through feature-rich customer conversations. Unique customer conversations will help airlines regain control of the travel experience, maximize PRASM, and minimize CASM. The post Transforming the Airline Custom...

Layer
Layer
Blog Post
  • For many business leaders, keeping up with new technologies like artificial intelligence, machine learning, and chatbots is enough to draw all attention. But as you navigate these new technologies, there’s something more important to focus on—the customer. Our new white paper tells you how to create delightful moments throughout the digital customer journey. The post Creating Delightful Moments T...

Layer
Layer
Blog Post
  • The hospitality industry can no longer rely on incremental improvements to mobile apps or minor web optimization efforts to maintain customer attention. As Millennials continue to become prime customers, the hospitality industry must embrace mobile messaging and customer conversations as the keys to market leadership. Find out how Layer can help. The post Transforming the Hospitality Customer Conv...

Layer
Layer
Blog Post
  • Brands have mixed feelings about chatbots in 2017. Are they a customer experience saving grace, or just an overhyped technology? Our new whitepaper, Bringing Chatbots into the Customer Conversation, cuts through all the chatbot noise and explains how brands can make them more effective pieces of an overall messaging strategy. The post New White paper: Bringing Chatbots into the Customer Conversati...

Layer
Layer
Blog Post
  • Trusted is an on-demand service enabling parents to find immediate child care from a selection of vetted professionals. In-app messaging is at the core of Trusted’s service, but implementation was going to be a challenge. Find out how Layer helped Trusted create a messaging experience that builds trust and keeps parents in the loop The post How Trusted Uses Layer to Build Trust in the Childcare Sp...

Layer
Layer
Blog Post
  • Layer strives to give engineers the autonomy and context they need to succeed in building great products while still having fun. Layer VP of Engineering Kevin Schraith gives an introduction to Layer’s unique engineering culture. The post Layers of a Well-Oiled Engineering Team appeared first on Layer.

Layer
Layer
Blog Post
  • Despite advancements in CRM systems, most of today’s customer service technology is self-centered. We want to use technology to learn about our customers and our interactions with them, ultimately to pursue our own business goals. This technology often fails to respect customers’ time. Find out why respect and customer experience go hand in hand. The post R-E-S-P-E-C-T, Find Out What It Means to C...

Layer
Layer
Blog Post
  • Every messaging experience is unique. But it’s clear that there are certain aspects of design that are common to all brands. This is why the Layer Conversation Design System is a valuable tool for any customer. Find out a few reasons why this system is so important for designers and developers. The post Webinar Replay: Designing the Perfect Customer Conversation appeared first on Layer.

Layer
Layer
Blog Post
  • Customer-centricity is the name of the game in today’s mobile-first world. But whether you’re trying to follow the Five I’s of one-to-one marketing or focusing on fostering learning relationships, you need the right medium for customer conversations. Find out why messaging is the perfect fit for a one-to-one business. The post Messaging Lets Customers Tell You Exactly What They Want appeared first...

Layer
Layer
Blog Post
  • Just about every tool you use and website you visit has that little chat bubble stuck in the bottom-right corner to let you know you can get in touch with customer service if necessary. But SaaS companies can go deeper with messaging. Direct messaging integration can facilitate communication between users and improve collaboration. The post It’s Time to Integrate Messaging into Your SaaS App appea...

Layer
Layer
Blog Post
  • The recent news that Disney is pulling all its content out of Netflix by 2019 and building its own streaming service makes one thing clear. Every company is a tech company. Even if your company isn’t as big as Disney, start thinking about how you can own (not rent) your digital experience. Find out how.The post Disney Is Taking Control of Its Digital Destiny—And So Should You appeared first on Lay...

Layer
Layer
Blog Post
  • Customers have been reaching out to tell us about their need for a “Mark All as Read” feature in the Layer platform. Rather than leaving customers to find manual workarounds, we’ve recently updated the product to include a simple method for marking messages as read and clearing notifications. The post Introducing “Mark All as Read” in Customer Conversations appeared first on Layer.

Layer
Layer
Blog Post
  • As voice interfaces are on the rise, brands are wondering about what their voice strategy should be. This is the same challenge companies faced when chatbots were at peak hype in 2016. The future of customer conversations isn’t about choosing a single channel. It’s about integrating all channels into a centralized messaging strategy. The post Messaging—The Past, Present, and Future of Voice Interf...

Layer
Layer
Blog Post
  • Customer-centric e-commerce is about more than throwing a chatbot on a website or having multiple channels available to engage with consumers. You need the right technology in place to take a real-time, conversational approach to selling. Find out how to make a more engaging e-commerce experience. The post MobileBeat 2017 Replay: How to Make E-commerce More Customer-Centric appeared first on Layer...

Layer
Layer
Blog Post
  • Consumerization of IT isn’t new. But something has been missing from conversations until now—consumers. Don’t just revamp internal systems and allow employees to use familiar technology. Make your consumer-facing systems and processes more user-friendly and create conversations that have lasting value. The post Where’s the Consumer in the Consumerization of IT? appeared first on Layer.

Layer
Layer
Blog Post
  • Layer Gets Involved in the Growing Startup Scene in Asia I grew up in Hong Kong, so when I headed there to attend RISE 2017 I felt a bit sentimental. It’s amazing to see that the startup scene in Asia is finally picking up. And even better, it’s growing exponentially. The RISE conference is put […] The post Looking Back at RISE 2017 in Hong Kong appeared first on Layer.

Layer
Layer
Blog Post
  • Are Chatbots Actually Dead on Arrival? It’s been a wild year for chatbots. After Facebook announced the launch of the Messenger Platform with bot support at F8 2016, AI-powered messaging took off. In just over a year, Messenger grew to include over 100,000 developers and 100,000 chatbots. But while the tech industry has been ablaze […] The post The Rise of Chatbots in Native Apps appeared first on...

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