In the age of fast shipping and one-click ordering, a single technical glitch can be detrimental to retail sales. A server outage during the holiday season could be a critical issue. Target is a prime example. Its in-store registers and online services were down for a few hours as recently as September. Target's payment-processing system was down for more tha...
It's easy to take things you see every day for granted. We take the sun rising and setting for granted, for instance, and that's a good thing, because it helps us organize our lives. However, in business taking things for granted is a hazard. Change is everything these days, and that means the conce...
Customer-centric CEOs are putting their most important stakeholders, customers and employees, at the top of their agendas, and with good reason. Today, no matter what channel customers use to interact with a brand --phone, email, text, chat, online communities -- companies must be able to create pos...
The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score, handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these m...
Amazon is keenly interested in protecting the intellectual property rights of its third-party sellers because the company depends upon them for their long-term success. In a recent newsletter to shareholders, Amazon CEO Jeff Bezos explained that third-party sellers currently make up a majority of th...
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 ...
While CRM software is a vital tool, CRM itself is really a discipline: It's the cultivation of the customer relationship and the management of customer data to create better experiences for the customer and to generate better results for the business. The CRM application doesn't exist on its own in ...
Looking at the current assortment of customer relationship management functionality, including artificial intelligence, machine learning, voice recognition and chatbots, you might conclude that the tools are evolving to remove salespeople and others from direct customer contact -- and you wouldn't b...
Pitney Bowes has unveiled Consumer Connect, a self-service post-purchase marketing solution for retailers and brands. The service helps retailers drive new revenue after shoppers press the buy button. It enables retailers to create a branded tracking and post-purchase experience. "Retail marketers s...
Amazon has announced Project Zero, a program that empowers vendors to help drive counterfeits down. The anti-counterfeit campaign will employ Amazon's advanced technology, machine learning and innovation. Amazon will partner with Project Zero's participating vendors to protect their intellectual pro...
There's been way too much obsessing about how artificial intelligence and machine learning will eliminate jobs. For example, 60 Minutes recently ran a feature about AI venture capitalist Kai-Fu Lee, one of many stories predicting the elimination of jobs and a dystopian takeover of the world, or so i...
The gap between B2B buyers and sellers has been growing. More than 70 percent of B2B buyers preferred to wait to engage a seller until the latter demonstrated a clear understanding of its needs, a CSO Insights survey found. Nearly 58 percent of buyers saw little difference among sellers; more than 1...
MaritzCX has unveiled preconfigured B2B customer experience templates that monitor key financial indicators; metrics for customer touchpoints, including NPS and OSAT; business-specific outcomes; and overall account performance. The dashboards are integrated into the MaritzCX Technology Platform. "Th...
A good way to understand what Salesforce articulated at Connections 2018 is to recall the direction it set a few years ago, when CEO Marc Benioff said the company would develop most apps for the small screen first. That was a concession that handheld devices would become the primary devices we'd all...
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How To Leverage Gen AI Without Losing the Corporate Shirt
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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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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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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