Blog: Omnichannel Orchestration

Multichannel, omnichannel, single channel – companies have struggled to align customer expectations with CX delivery across the business in the channels customers prefer. It’s a challenge that has...

Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...

For 2020, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition. Technological...

Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Many customer...

Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact...

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

“Alexa, refill my prescription.” “Alexa, what was my last blood sugar reading?” “Alexa, find me the nearest urgent care center.” Amazon’s Alexa –...

Half a decade ago businesses across industries promised a golden age of omnichannel experiences that offered connected shopping experiences and easy-to-reach customer service on the go or at home....

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my...