Tag: digital strategy

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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Digital-Age Thinking for Digital-Age Contact Centers

Digital-age contact centers

As technology advances at an exponential rate, how can we keep contact centers afloat in a deluge of change? Navigating the future involves much more than adopting new software or devices – it involves changing the way we…

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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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