Tag: Omnichannel

Consumers want a human touch in customer service

Twilio released a study showing that consumers want to talk to real people. The study found that 48% of UK and German consumers feel most understood when speaking to a person. This suggests that good listening is crucial for building...

How organisations can act on the needs of their customers to set new standards for a great digital CX

As digital further dominates business sales and revenue, organisations are facing major hurdles in decreasing the time between identifying digital opportunities and acting on them.  Added to this are teams’ limited ability to capture every customer friction, including small customer touchpoints...

Maximising customer experience in the omnichannel era

The transition from traditional call-based centres to diverse, omnichannel contact centres is here to stay. Omnichannel service transcends the conventional multichannel approach by integrating different modes of communication, closing the technology gaps between them. This integration minimises repetitive information and maximises agent performance, ensuring...

A guide to leveraging product intelligence to improve customer experience

Understanding how customers use and feel about the products they buy can ultimately allow companies to make more informed decisions about specific products – whether that’s improving existing products or introducing new ones. But uncovering this intelligence is hard. Technologies like artificial...

What does a true omnichannel store look like?

Self-checkouts. Mobile apps. In-store browsing touchscreens. Which of these digital capabilities is part of a retail omnichannel experience? The answer is all of them. However, as standalone offerings, these elements don’t result in a true omnichannel experience. As an increasing number...

This year’s Black Friday goal should be all about customer retention 

Since Europe adopted the American-born Black Friday phenomenon, the annual event has become a key element of the retail calendar across the continent. According to PwC France, last year’s festivities across parts of Europe were overshadowed by the cost of living...

Using WhatsApp Business to boost customer engagement and loyalty

With over 100 billion messages sent every day by more than 2 billion users worldwide, WhatsApp is the frontrunner for retailer-consumer chat apps. With a widely-reported 40%+ conversion rate (around 12x that of email and SMS), tech-savvy brands are using it to get closer...

The Gen Z customer experience: Adapting for success in the digital age

As the first wave of 20-something Gen Z customers enter the e-commerce market, organisations find themselves faced with a generation that has never known a world without mobile phones or the Internet. For Gen Z, the digital landscape is not a novelty; it is...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...

Can thrifting be incorporated into mainstream retail?

If ever there was a term suited to the times we live in, then surely “thrifting” is it. A recent report published by SAS highlighted the challenges retailers are currently facing. Consumers across the board are looking to cut back on non-essential spending. In...