Evolution is key to any brand’s success, especially in a fast-paced world where technology and opportunities are constantly changing. Standing apart from competitors requires continual evaluation, pivoting, and growth.
When it comes to engaging customers, the terms multichannel and omnichannel are often used interchangeably. However, there are significant differences between these terms and recognising those differences could determine whether a business successfully meets customer expectations.
Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology.
Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022.
The contact centre industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way.
Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalised customer service. But these two platforms aren’t interchangeable.
Know where you stand – and where to improve – with a CX maturity assessment
Great customer experiences are seamless, effortless, and key to any brand’s success. But while many companies acknowledge the crucial role CX plays, many struggle to deliver experiences that meet or exceed customers’ expectations.
In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.
The modern logistics industry is fast, nimble and seamless, and so should its customer experience. From start to finish, users want to stay connected and informed about their purchases.
As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy Beane, saddled with the lowest salary constraint in the Major League Baseball (MLB), took the Oakland A’s to the playoffs by defying baseball’s conventional wisdom and relying on analytics.
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.