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 …
Customer Experience
So You Want to Buy a Return Solution. But, you’re not sure where to start. You realize that your return system has flaws, but wonder if there really is a better way. Please read on this article for an overview of the common challenges retailers face in their returns process and how a best-in-class solution …
Evaluating your retail loyalty strategy for 2021? You work tirelessly to ensure you deliver the right product, services and experiences to earn your customers’ loyalty. Your budgets may already reflect these initiatives, but you know there’s always more to do. As a retailer, you know the value of having loyal and engaged consumers. You work …
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 …
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 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 …
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 …
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 …
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 …
This article explains how voice technology is improving and advancing customer experience metrics such as Net Promoter Scores and Customer Satisfaction Scores.