Over the last two years, the COVID-19 crisis has motivated businesses all over the world to jump-start their digital transformations and find ways to better automate their customer experiences.  The result was a dramatically accelerated volume of e-commerce, online communications, and direct-to-consumer transactions, as companies everywhere engaged in a frantic effort to replace the human-to-human, face-to-face interactions that were suddenly no longer possible. And this rapid technological surge proved highly...
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...
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...

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