Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of choice, and it remains the chief channel for comple...
Decision makers in any sales organization know that forecasting correctly is both art and science. To predict the unforeseen successfully, you must use every piece of logic and reasoning available to help you make your predictions reality. When developing a strategic forecasting approach, your busin...
While technology undoubtedly has transformed the retail landscape, it also has been pushing the industry forward to create new kinds of customer experiences. Technology may be killing retail, but it could be saving it as well.
Year over year, we see the numbers. In 2017, e-commerce represented 49 percent of all total retail growth, up 16 percent from the previous year. If this year's $119.99 billion holiday shopping season spend indicates anything, it's that 2018 is projected to be yet another banner year for commerce. It...
American companies spend an enormous amount of money on training. Spending reached more than $90 billion in 2017, an increase of over 32 percent from 2016. It's unlikely that even a small share of the billions spent on training last year were devoted to educating and motivating employees to regularl...
According to the United Nations, 15 percent of people worldwide have a disability that affects their daily lives, and many retailers are unaware that their websites are not always accessible to them
The borderless promise of e-commerce doesn't mean one size fits all. Your business can have customers from around the globe, but if you want to keep them and grow, it is crucial to understand local shopper preferences and behaviors, and be able to respond to them. Without localization, you won't h...
Metrics matter. In business they measure sales, they measure profits, they measure brand health. Marketers measure their reputations, their ad recall, and their shares-of-market. They measure tweets and shares and all sorts of social networking outreach. Big Data was invented just to measure all the...
Looking back at 2018, there's one competitor we underestimated this year. It's slowly draining the attention of every human on the planet. It plays into almost all human needs -- as they are defined by the Maslow Hierarchy. It's the rectangular status-seeking device in your hands. That's right. It's...
Nurturing customer relationships has always been and always will be fundamental for company success. However, as the world becomes increasingly connected and more communications become instant, it arguably is more vital now than ever before
Black Friday made its debut sometime in the 1960s as the day to help retailers move from the red to the black in profits. The day-after-Thanksgiving shopping extravaganza has grown well beyond its roots since then. Last year, at the peak of Black Friday, shoppers were spending nearly $1 million per ...
Shopping: It's not what it once was. Forget the long drive to the mall and countless hours of browsing. Customers now simply log in from the comfort of their own home to have the world at their fingertips. The massive uptake of e-commerce is an unprecedented shift in consumer behavior, expectations ...
Today's customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true c...
International e-commerce has become more pervasive and sophisticated in recent years. In 2017, 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to $2.3 trillion, and projections indicate that figure will grow to $4.48 trillion by 2021. With d...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Workbooks Takes On CRM Giants With Plain-English AI
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