You Can't Fake the Omnichannel Experience
To get omnichannel right, it's important that you map out the customer journey. Recreate what customers might go through when attempting to interact with your company in a variety of ways: by...
View ArticleHome Depot Could Be Pushed Further into Omnichannel
It's efforts like this that will be critical for Home Depot to recover and kick its sales into high gear again. These are also important customer loyalty efforts, which is especially piquant...
View ArticleRetailers: Be Careful with Too Many Emails
A recent survey by First Insight took a look at how customers feel about the emails they are getting from retailers and more importantly, what in those emails is annoying customers.
View ArticleOmnichannel Experience Week in Review: Home Depot, Altitude Software, First...
The Omnichannel experience is taking over the to-do lists of decision makers, marketers and call centers across the globe. Not only the need to be available and open for communications - but the...
View ArticleOmnichannel Experience Week in Review: Home Depot, Altitude Software, First...
The Omnichannel experience is taking over the to-do lists of decision makers, marketers and call centers across the globe. Not only the need to be available and open for communications - but the...
View ArticleCustomer Care Trends: Omni-presence On the Rise
A report from Xerox hones in on current customer care trends, noting the rise in social media and the omni-presence, the latter being an expansion upon the omni-channel, a trend that has had many...
View ArticleAccenture Omni-Channel Testing Platform Makes Testing Digital Apps Faster,...
Jason Angelos, Accenture Strategy's managing director for advanced customer strategy, recently made the case for spending less time selling in order to achieve greater growth and productivity in 2016....
View ArticleResearch Finds Clues to the Best Omnichannel Experience: Inside the Mind of...
A recent study from Aptos entitled, "Inside the Mind of the Modern Shopper" uncovered some surprising findings. The research was conducted by approaching more than 300 shoppers aged 18 to 55 in "on the...
View ArticleBuyers Heading to Stores to Find Better Deals
If you aren't yet convinced about the importance of omnichannel experiences and ensuring your customers have access to more channels, a new study looking at shoppers and how they are using their mobile...
View ArticleOmnichannel Experience Week in Review: The Proof is in the Research
Welcome to another edition of the Omnichannel Experience Week in Review where we highlight all the top headlines in the Omnichannel space from this past week.
View ArticleEnough is Enough: Cart Abandonment has to Stop
To help curb the cart abandonment epidemic, businesses are investing top dollars to build websites and e-commerce platforms that will help customers with their purchases and convert shoppers into buyers.
View ArticleWhy Omnichannel Isn't Really Omnichannel
Of course, much of this is taking place in the cloud, in order to give customer service organizations and teams the flexibility they need to accommodate the needs of this fickle new breed of customer....
View ArticleTo Drive the Omnichannel Experience, You Need a Smart Agent Desktop
The theory of the omnichannel experience is sound, but how do you put it into practice in an environment where the standard live call was once enough to placate the customer? The right approach starts...
View ArticleIn the Competitive Travel Industry, Personalization and Relevance in Customer...
Customer service is important to every company, even the humblest nut and bolt maker. But in competitive industries such as hotels and airlines, the need to make a brilliant first (and second, and...
View ArticleOmnichannel Experience Week in Review: In Retail, Personalization is Imperative
This week's Omnichannel experience news focused on the retail experience and the need for businesses to step their game up or be left behind.
View ArticleWhat to Do About Cart Abandonment
If you're a business looking to succeed, the contact center continues to lead the way, especially those that have kept up with digital and mobile needs and can offer self service options.
View ArticleOmnichannel Fulfillment: The Next Step in the Omnichannel Experience
Omnichannel fulfillment is the latest strategy that companies need to figure out if they're going to carry through on their promises to customers. It's already a critical element of the "BOPIS" (buy...
View ArticleWhat's Loyalty Got to Do with Omnichannel Experience?
Customer loyalty has been an important focus for quite some time for businesses looking to have a competitive advantage. Customers that are satisfied and happy will repeat business; there is no...
View ArticleMillennials, Personalization and Convenience: The New Retail World
Thanks to digital advancements, it's as easy as ever now to find items online and quickly purchase them with just a few clicks on your mobile device - never interrupting your daily activities.
View ArticleOmnichannel Experience Week in Review: The New Retail World
This week's Omnichannel experience news focused on the retail sector and the various steps they need to take beyond just offering more channels for communication if they want to truly provide the...
View Article
