From a massive ecommerce shift to curbside pickup and store floors converted into fulfillment centers, the retail experience has rapidly changed. In response to these changes, consumer expectations are higher than ever—not just for merchandise but for convenience, personalized customer service, and an excellent customer experience. At NRF 2022: Retail’s Big Show, retailers and industry experts outlined the future of retail experiences and the challenges they face in meeting consumers’...
Customer service interactions can quickly evolve, requiring different channels and tools. A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. The same is true for a call that begins with an interactive voice response (IVR) system. Leading contact centers understand that each person and tool has its strengths and...
Businesses across all sectors were sent scrambling as the world largely shut down in the pandemic’s early days, but banks – where brick-and-mortar locations...
In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Fast forward to 2022—successful brands who continue...

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