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Retail of the future: blended digital/in-store purchasing experiences

For retailers who can adapt to meet changing customer expectations, retail is not a zero-sum game! The future of retail is a blended purchasing experience, where customers investigate products over a combination of digital channels and in-store investigation,…

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Top eCommerce Consumer Frustrations, and How Online Retailers Can Fix Them

Last week, we kicked off the countdown to Black Friday with a look at Black Friday eCommerce trends for the biggest shopping weekend of the year. Among the lessons to be learned from 2017 data and 2018 predictions,…

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Infographic: Black Friday/Cyber Monday eCommerce Trends

With Halloween just past, it might seem a bit early to start talking on winter holiday spending, but retailers are all aware that Black Friday is only 22 days away, and with it the craziest, most challenging time…

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Top Barriers to Digital Transformation: Part 3

This post is the third in a series of posts on the top 5 barriers to digital transformation. In our last post, we talked about the obstacles posed by organizational silos and lack of effective change management. In…

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Top Barriers to Digital Transformation: Part 2

In our last post, we talked about the slow pace of digital transformation, identified five top barriers to digital transformation, and reviewed the first barrier: the cost of maintaining legacy systems. Today we’ll continue what we started and…

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The Top 5 Barriers to Digital Transformation

It should no longer come as a surprise to anyone that digital technology has revolutionized the business landscape. With the recent announcement that Apple has become the first trillion-dollar company in history, digital technology is set to be…

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Why your digital customer service solution needs to include email

In our previous post, we looked at the hidden costs of digital silos for digital customer service agents; namely that multi-tasking reduces productivity and makes us less resilient. Research shows that digital customer contact centers are losing as…

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Every customer is a digital customer: the growing digital customer expectation gap

While it’s true that digital technology continues to revolutionize the business landscape at a blistering pace, making it hard to anticipate with certainty what the future might look like even just three years from now, let alone five…

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The importance of omnichannel customer service for credit unions

It sometimes seems weird to think that the launch of the first iPhone – what many people commonly think of as the “first” smartphone (at least in the way we think of smartphones today) – happened in 2007….

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2018 Is The Year Companies Are Making Decisions About Digital Desktop

A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor…

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