Companies across industries are shifting toward an automated approach to customer relations. With the help of chatbots, businesses can reduce their customer service costs by up to 30 percent and save both employees' and customers' valuable time. Many customers welcome chatbots in the customer service process. So, if chatbots offer all of these advantages, why not scrap your custome...
"Digital transformation" is not a new term or concept. While it has taken on multiple definitions, one thing is for sure: Companies view it as a top priority, so much so that enterprises are projected to spend in excess of $2 trillion through 2019, according to IDC. This insurgence of digital transf...
As consumers start to tackle their holiday shopping lists, retailers are scrambling to finish preparations for what's likely to be a record-breaking year. Total sales could break through the $1.1 trillion mark for the first time in history. Cyber Monday alone racked up an estimated $9.4 billion in s...
In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic di...
Social media has become a part of everyday life. The number of worldwide users is expected to reach 3.02 billion by 2021. Apart from the growth in the number of profiles, consumers have been devoting more of their time to engaging with social media sites. One-seventh of the average user's waking lif...
Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey. Though they may never replace human beings entirely, they are central to many e-commerce-related interactions. "Chat apps are ef...
You don't have to be entrenched in the tech world to have heard the term "artificial intelligence," but what is artificial intelligence, or AI, as it's commonly known? Simply put, AI is the simulation of human intelligence processes performed by machines or computer systems. Nowadays, AI is being u...
In 2018, 8.8 percent of all retail sales globally, totaling more than $2 trillion, were made online. As the total number of online purchases continues to grow, a compelling case can be made that e-commerce customers expect to receive support that is as good as or even better than those who purchase ...
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...
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 ...
"Customer experience" is the great watchword of 2018 -- and it was a great watchword in 2017 and 2016, too. Eighty-five percent of executives said that CX was important to their companies' strategic priorities, in an Accenture survey. Sixty-two percent of companies viewed CX delivered by contact cen...
After several years of instability on this list, 2018 saw things settle down a bit. In past years, blogs would make the list for a flurry of great posts one year, then fizzle the next. Sometimes, bloggers would change careers and their CRM content would dry up. Once in a while, a great blogger would...
Video has risen in recent years to the forefront of any marketing campaign, recognized as the best way to elevate brand awareness and share a company's latest product buzz with an increasingly diverse and sophisticated audience. It's so easy to work with; platforms are readily available, simple to l...
Good - It's entertaining and makes sporting events more interesting.
Bad - It increases the risk of gambling addiction and financial loss.
Neutral - The benefits and drawbacks are equally significant.
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https://www.crmbuyer.com/story/cx-center-stage-at-oracle-cloudworld-177115.html
CX Center Stage at Oracle CloudWorld
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https://www.crmbuyer.com/story/new-sweetwater-ceo-amplifies-vision-for-music-retail-177794.html
New Sweetwater CEO Amplifies Vision for Music Retail
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https://www.crmbuyer.com/story/is-generative-ai-the-next-big-cx-thing-despite-its-risks-177049.html
Is Generative AI the Next Big CX Thing Despite Its Risks?
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https://www.crmbuyer.com/story/customer-analytics-now-a-pivotal-piece-of-the-retail-sales-puzzle-177486.html
Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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https://www.crmbuyer.com/story/marketers-texting-schedule-can-make-or-break-consumer-engagement-177813.html
Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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https://www.crmbuyer.com/story/subscription-sales-spur-superior-selling-177636.html
Subscription Sales Spur Superior Selling
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https://www.crmbuyer.com/story/customer-commerce-offers-smbs-an-e-commerce-path-to-better-cx-177820.html
Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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https://www.crmbuyer.com/story/the-price-retailers-pay-for-flawed-product-information-177772.html
The Price Retailers Pay for Flawed Product Information
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https://www.crmbuyer.com/story/ai-is-already-at-a-tipping-point-177117.html
AI Is Already at a Tipping Point
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