Tag: digital channels

How should hospitality prepare for the coming downturn (whenever it happens)?

In a period of turbulent and uncertain economic outlook, there is growing concern about whether the hospitality industry should be preparing for a coming recession. The problem is that the economic indicators analysts commonly look to make predictions…

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Hospitality and Travel Digital Case Studies

This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Today,…

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Infographic: Travel and Hospitality 2019 Digital Trends

It’s May, which means that Spring is well and truly here, which means the summer travel season is just around the corner! According to a survey by “Ask Your Target Market”, July is the most popular month for…

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5 reasons social customer service belongs in the contact center

As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just…

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Infographic: Social customer service expectations in 2019

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital…

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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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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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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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Digital Crisis or Redemption (Dimension Data’s Global CX Benchmarking Report)

Discussing customer experience and digital strategy over SMS text messaging with inthechat

Why are businesses undergoing a digital crisis? Because they lack strategies for keeping pace with the rapid technological changes which are determining new models of customer experience. Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report has been…

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