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The holiday season typically brings the biggest sales—and corresponding returns—for retailers. With this year’s exponential growth of eCommerce and uncertainties over in-store shopping due to the sharply rising number of COVID-19 cases, our data shows that 80% of holiday shopping will be done online. With this year’s rapid acceleration of eCommerce and the quickly rising …

Read More about Data and Insights Show How COVID-19 Is Changing Consumer Habits

Customer Experience is the most popular use case for Digital Transformation. But, the path to success is not always as straightforward as it may seem. Learn how to assemble your team, choose the right technology, and drive measurable results from a digital transformation initiative and ultimately deliver a seamless and effortless customer experience. There is …

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COVID-19 has sped up consumer interest in buying directly from brands, but even before the pandemic, changes in traditional retail and wholesale environments combined with robust technologies have pointed to DTC. For brands frustrated with the traditional retail model, in which retail stores and sales reps determine the future of their products, they can adopt …

Read More about Letting CDP Turbocharge Data into Direct Consumer Relationships

Read on this article to discover how you can use voice technology to create better experiences within your contact centre. This article explains: The value of voice data in the contact centre How to unlock value within voice data using voice technology The link between agent experience and customer experience Why data privacy is a …

Read More about Voice Data in Contact Centers to Create Happy Customers, Engaged Agents, Better Outcomes

Today, omnichannel is everything. Research shows you need to put equal weight on personalized customer experiences across every channel, and data is the key. A positive experience with a brand is more influential than great advertising. That means every interaction between your customers and customer service agents or self-service tools has a significant influence on …

Read More about Make Customer Experiences Exceptional in Every Channel

The customer journey is paved with critical touchpoints. From discovery to purchase decision to referral, the opportunities to connect, convert, and create a relationship with your customers are frequent and incredibly important. And customers know it too. Learn why messaging is the future of customer acquisition and loyalty Get use cases and examples to apply …

Read More about How Retailers Use Text Messaging to Improve Customer Experience

Customer Experience Analytics can provide contact centres with a significant advantage in the quest for efficiency optimization, although they are often overlooked by contact centre leaders as being for the benefit of other departments. This article explains why cross-channel analysis is critical to understanding the customer experience and outlines the relative value of the most …

Read More about How to Boost Contact Center Efficiencies with Customer Experience Analytics