Tag: customer experience

Wasn’t 2018 supposed to be the year of the chatbot? What happened?

In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018…

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Why is it so hard to make realistic New Years predictions?

As we look forward to the new year ahead of us, it’s only natural that we make predictions about what we expect to see in the next year. The way that we do business continues to change at…

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Infographic: 2018 Challenges for Digital Retailers

In our last post, we looked at 2018 facts about consumer behavior and consumer trends with regards to digital transformation and digital customer experience, including: Thanks to the Internet of Things, we’re drowning in data The continued growth…

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Infographic: Consumer behavior on digital channels in 2018

It’s hard to believe, but 2018 is rapidly coming to a close! With 2019 growing ever closer, many are making predictions for the year ahead with regards to digital transformation and customer experience. However, as it can be…

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5 Reasons your business needs to care about digital accessibility

Today is the International Day of Persons with Disabilities, which was established by the UN in 1972 to promote “the rights and well-being of persons with disabilities in all spheres of society and development”. When the topic of…

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7 lessons to learn from the top omnichannel retailers

Black Friday and Cyber Monday have come and gone, and as November comes to a close it’s time to wrap up our series on online retailing. So far this month, we’ve looked at online BF / CM retail…

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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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Buzzword-Free Advice for Getting Started with Your Own Customer Service Bots

This month, we’ve been looking at chatbots for digital customer service. We started off with our summary of the excellent Dashbot panel on building enterprise customer service chatbots. Next, we looked at chatbot trends and facts to know…

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Customer Service Chatbot Success Stories to Learn From

Chatbots for customer service are still new and unfamiliar to many, and it can be difficult to identify use cases that customer service chatbots could be useful for. So we’ve put together a profile of four very different…

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Infographic: Customer service chatbots in 2018 – trends and facts to know

It can’t be denied that consumer preferences for customer service channels are shifting more rapidly than ever, with the rate of consumers who identify digital channels as their preferred mode of  communication ever on the rise. Unfortunately, the…

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