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...
Are you a retailer trying to get ready for the 2018 holiday season? Well, I'm afraid I can't help you. Just kidding. Sort of. I could just sit here and share yet another checklist to remind you of all the standard e-commerce table stakes you need to master. Things like load testing, inventory monito...
Ban
Regulate
Maintain status quo
Undecided
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How To Leverage Gen AI Without Losing the Corporate Shirt
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The Future of Gen AI in Retail: Balancing Human Factors With Revenue Growth
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront
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Spectrio Digital Signage Gives AI Assist to In-Store Marketing
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5 Ways Retailers Can Sell More Online With a Personal Touch
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https://www.crmbuyer.com/story/a-new-era-of-customer-service-177218.html
A New Era of Customer Service
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Omnichannel, Online Consumers Shift to Mindful Shopping Practices
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Landing Intelligent Customer Service
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