Tag: omnichannel

an image of a young woman embracing conversational support

Forrester research: embracing conversational support is business-critical

After surveying 523 customer support decision-makers, Forrester research found that embracing conversational support is business-critical. This research confirmed the companies that leverage the power of conversational support can successfully drive customer retention. Moreover, they reported an increase in customer satisfaction...

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A comic strip showing two people delivering a faster customer service

More haste less speed: why slowing down could be the key to faster customer service

When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT...

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Reimagine How You Serve Customers with Three Game-Changing Technologies

2020 has been a memorable year for all the wrong reasons. The pandemic has touched all segments of the UK economy and businesses are still struggling to grapple with the consequences. Whilst all have struggled, the customer service sector has...

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UK Retailers Lead the Way in Omnichannel Marketing, Have Yet to Utilise the Full Potential

New data collected from an omnichannel marketing automation platform, dotdigital, reveals the UK leads the way in omnichannel marketing, as 31 percent is scored by UK retailers against key success market, compared to the global benchmark of just 18 percent. Despite...

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The New Rules of Customer-First Marketing

There’s no denying the global coronavirus crisis has caused an incredible amount of disruption to all aspects of daily life. The sheer force of the virus has resulted in entire industries being forced to shut down or rethink their business...

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Omnichannel Publishing: The New Frontier

When digital customer experiences aren’t seamless, they quickly become digital inconveniences. The more technology advances, the more consumers expect it to keep up with their daily lives. Most of us regularly use several inter-connected devices. It’s often the ease of...

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What the Future Has in Store: The 5 Pillars of the 2020 Retail Reality

The extent of change in the retail industry has been remarkable. People are talking to personal shopping robots, storefronts are morphing to mirror passers-by, and consumers are using hand-held computers to digitally try on clothes from the comfort of their...

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Pre-empting Consumer Intent With a Truly Customer-Centric Approach

Customer-centricity has been the CX and marketing industry promise of the past decade. It has been hailed as the crucial ingredient to generating lasting loyalty because it is a fundamental shift in the way businesses view their customers, and indeed how...

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Digital-First Futures Being Driven by Younger Customers, Report Underlines

Companies must provide digital-first omnichannel experiences to meet consumer expectations and effectively compete in the experience economy. That is the key takeaway from the third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report, which details how understanding younger generations’ use of – and...

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Artificial Intelligence or Real Intelligence: What you Need to Know

It’s hard to go anywhere nowadays without coming across the topic of artificial intelligence (AI). The subject is all over the media, while it is hard to find a presentation deck (on any subject) that does not mention it. However, an...

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Overcome Customer Service Complexity for Greater CX

Managing a large customer service operation can be a tricky and complex task, especially if an organisation is having to juggle multiple CRM platforms that can’t share information effectively. This impacts customer service agents, making it hard for them to...

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AI and Ecommerce Personalisation

Customer Experience is shaping the future of ecommerce. AI is no longer science fiction – it’s real present-day technology and many ecommerce businesses are already using some form of AI to understand their customers better and provide an enhanced CX. 2019...

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The Pampered Consumer: Five Key Customer Demands…and how to Meet Them!

Today’s Customer Experience doesn’t begin or end with a visit to a store or a website. Customers shift between channels and devices depending on where they are and what’s convenient for them. In order to offer consumers exactly what they...

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The end of Checking out as a Guest?

Customers have long had the option to ‘checkout as a guest’, offering a frictionless payment that avoids annoying emails or having to remember your password. It also provides browsers, with no intention of sharing their contact information by setting up...

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How the ‘Hidden Middle’ is Leading Digital Transformation

When it comes to talking about digital transformation or the adoption of technology in business, the focus is most frequently on the challenges that large companies face to adapt, or the opportunities for small businesses to rapidly scale their operations.  However,...

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Five Point Plan for Desirable Digital Experience

Today’s cloud-based contact centre solutions make it easier to deliver good customer service whatever the channel.  The real challenge is how to provide a Digital Experience that stands out from the crowd when there is so much noise and too...

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People, Peaks and Personality: Getting Recruitment Right in Contact Centres

Recruitment has never been an easy task, regardless of which industry is facing the challenge. Difficulties in finding the right people, at the right time, with the right skills, is something all organisations encounter. One such industry is contact centres....

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Measuring the Always-Connected Customer

Today’s consumers want it all – freedom to research purchases using any device (66 percent), the ability to visit stores if the internet doesn’t meet their needs (49 percent), and personalised advertising offers (26 percent) – all as part of...

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Why ‘Omnichannel’ Translates to ‘Customer-Centric’

When it comes to Customer Experience, “omnichannel” has grown to be one of those inescapable buzzwords. So, what does the term mean, exactly? HubSpot’s definition states: “Omnichannel experience is a multi-channel approach to marketing, selling, and serving customers in a way that...

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Driving Customer Experience Through Data

In today’s increasingly tech-driven society, customer expectations on the speed and convenience of interactions with businesses have never been higher. In every sector, companies are undergoing a process of digital transformation to ensure they deliver seamless experiences to the consumer....

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