Tag: digital strategy

The Payless bankruptcy is a cautionary tale for digital laggards

A couple of weeks ago, it was announced that Payless would be filing for creditor protection and filing bankruptcy after they were unable to pay February’s rent on retail locations, and that all 2,500 North American locations would…

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10+ ways to reduce contact center hold time

One of the few universal truths of customer service is that nobody likes being on hold. In a world with ever-increasing demands on our time, we all have better things to do than listen to poorly-looped smooth jazz…

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How to Choose the Best Contact Center Software

It’s 2019, which means businesses are looking at the year ahead and trying to make decisions about how best to adapt to the ever-shifting business landscape in our increasingly digital world. However, with the explosion of software options…

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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: 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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Technology brings efficiency, but it can’t replace the desire for human contact

As news continues to come out about Google Duplex AI and it’s conversational AI capabilities, it has prompted speculation about what the implementation of voice assistants smart enough to sound human could mean for the future. What does…

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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 benefits of asynchronous messaging for your contact center

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels…

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