Business Decision Makers: Their CX concerns, and how to resolve them
By Dan Burkland, President at Five9 As the cost-of-living crisis forces customers to tighten their belts, effective and receptive customer service remains the key to maintaining success. Focusing on customer experience (CX), even through periods of economic instability, can increase a company’s profitability by up to 2% and shareholder return by up to 10%. Business leaders are now […]
The Store Re-Imagined: 3 tips for delivering tomorrow’s retail experience today
By Alex MacPherson, Director of Solution Consultancy and Account Management, Manhattan Associates There are few in retail circles who would argue that the role of the Store is the same as it ever was. With the rate of change accelerating like never before, consumers are throwing new challenges at retailers faster than they can implement solutions. […]
Peak season delivery is more complex than ever: Here’s how to address the critical CX challenges and more
By Andrew Tavener, Head of Fleet Marketing EMEA, Descartes With the holiday shopping season fast approaching, retailers are bracing for the logistical and customer service challenges that accompany peak season volumes. This year, though retailers face added complexity as they continue to struggle with inventory issues, staff shortages, and ongoing supply chain disruptions – not […]
The importance of CX in the retail industry
There’s no denying that the past year has had a huge impact on the retail industry, from supply chains to customer service. With stores closing their doors and e-commerce booming, retailers had to adapt their processes rapidly to meet new customer behaviours and needs. Retail technology saw a boom, click & collect became more popular […]
Digital customer engagement solutions: 2022/23 buying trends revealed
Live Chat, AI Applications and Self-Service top the list of solutions the UK’s leading customer engagement professionals are sourcing in 2022/23. The findings have been revealed ahead of this week’s Digital Customer Engagement Summit, which takes place on October 20th. Delegates registering to attend the event have been asked which areas they needed to invest […]
The Cloud – Debunking the myth
Cloud technology is not just for big business. While the costs, including implementation, may have pushed cloud solutions out of the investment scope of many small to medium sized companies in the past, that is no longer the case. Cloud technologies are now ubiquitous and affordable. The flexibility and cost model provides businesses of any […]
The benefits of live chat on your website
Live chat used to be a “nice to have” service offering, Today, more than 41% of customers expect live chat on your website and more than half of all customers prefer to chat with someone in real-time and online. It gives customers a way to reach you at the exact moment that they have questions or problems they can’t […]
SMS rises up the ranks for customer communications, but are retailers are missing out on mobile?
A Wunderkind survey of over 2,000 UK shoppers has revealed that while email remains the dominant channel for consumers, with 84% saying they find it the most convenient channel for communicating with retailers during the buying journey, a third (32%) say they now find text just as convenient – an increase of 6 percentage points […]
Brands moving to digital interactions ‘leaving older consumer behind’
Older consumers are being left behind when businesses digitise their customer facing operations, requiring organisations to take a more thoughtful approach to their digital engagement to ensure inclusivity. Findings in research by Twilio reveal that while UK consumers over 65 hold significant digital shopping power, with 76% relying on online shopping, only 12% feel understood […]
Tech giants exploring possibilities of the metaverse for customer experience
Capgemini and Unity have joined forces to help organisations explore and seize business opportunities and benefits of immersive and metaverse experiences across industries. Unity, a specialist in real-time 3D and immersive experiences, will enhance Capgemini’s capabilities from customer and employee experience (CX/EX) strategy and design to front-end development and integration. With its global footprint, its deep industry […]