Four Pillars to Transform Your Contact Centre into a Profit Centre: Reimagining Customer Care in Light of Changing Customer Habits

Discover how to benefit from technology investments to improve your customer care strategies. Uncover key areas of investment, top challenges faced opportunities, trends, and learn the benefits of deploying a unified digital-first customer service strategy. As digital customer service interactions are expected to increase by 40% by the end of 2021 according to Forrester, digital …

How brands can make the most of first-party data to survive and thrive

Third-party cookies are going away. The loss will mean marketers and advertisers will need to find creative solutions to target and connect with their audiences. At the same time, new technology for unlocking the value of first-party data now offers a powerful alternative to third-party cookie-based marketing that can give brands more control of their …

Five Cornerstones of the Perfect Delivery That Every Retailer Must Master

There’s no perfect approach to perfect delivery. Every retailer must build a plan — underpinned by a flexible and agile tech stack — that delivers unique value to its customers. But as customers continue to adjust their online shopping behavior amid the continuing pandemic, merging it with in-store, curbside and more options that have yet …

Solve Common Challenges Outsourcing to Build a Better Subscription Business

Subscription-based companies were hit hard during the pandemic, with shipping challenges drastically affecting the customer experience. But delivery inconsistencies are just the tip of the iceberg when it comes to e-commerce brand woes. Sustainable growth hinges upon inventory, supply chain management, adequate staffing, and attention to detail, amongst other factors. For brands looking to grow …

Five Key Stages of Digital Engagement With Genesys

As the evolution of digital engagement continues to progress rapidly, this article allows you to determine the current phase of your journey and how to progress to the next stage. Customer support teams are a key function in all businesses, as recently a spotlight has been shone on the challenges this function faces, the opportunity …

For Grocers Looking to Unlock Growth, The Key is Customer Data

Third-party delivery partners were a must for grocers during the pandemic. Such relationships allowed retailers to stay afloat, offer an in-demand service to customers, and hold onto valued clients in volatile times. What happens next is where things get interesting. Nearly 22% of U.S. grocery sales are expected to be made online by 2025. That …