Is a Digital-Only Strategy Right for Your Business?
As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility, looks at whether it’s right for every business..
Digital Customer Service
Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance
Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Stuart Dorman, Chief Innovation Officer at Sabio Group explains..
Verint Research Reveals What Really Matters to Consumers in their Physical and Digital Shopping Experiences
Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands..
Five Predictions For 2030: Real Life Service In A Virtual World
Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery..
It’s Time to Say “Goodbye” to the Robotic Chatbot: Consumers Demand More from Digital-First Experiences
Jen Snell, VP Go-to-Market (GTM) Strategy, Conversational AI at Verint explains why its time to move from robotic chatbots to those capable of true contextual conversations..
Welcome to the Metaverse: The Digital Twin of the Universe
With the metaverse predicted to nearly double, potentially reaching $783.3 billion by 2024, it’s not a surprise that businesses across industries are looking to invest. Gerald Martinetz of Mindbreeze explores further..
7 Digital Transformation Trends That Will Become Mainstream in 2022
In 2022, we are witnessing several changes around us. The aftermath of the pandemic that hit the world was so severe that its effects can still be seen. Jacob Davis explores five key trends that are emerging as a result..
How Is Digital Transformation Driving Customer Experience?
Digital transformation is set to rule the digital world in the coming years. Hence, it is an opportunity for business owners to leverage digital technologies to enhance customer experience and outrank their competitors..
Digital Coupons Deliver the Immediacy Companies Need for Effective Problem Resolution
The use of digital coupons to provide fast resolution and appeasement to unhappy customers can minimize the potential negative spread of reputational damage..
Blending AI and Digital Tools with the Human Workforce to Deliver an Integrated Customer Experience
Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience..
The Types & Benefits of Virtual Experiences [Infographic]
Purity, the experiential marketing agency have produced this useful infographic to help inspire new ways of creating virtual experiences in the new reality..
Customer Service in the Digital Age
Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age..
Utilita Deploys Thoughtonomy Digital Workers to Enhance Customer Service
Utilita has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient..
How Utilities Can Use Digital Communication to Fix a Fractured CX
When it comes to providing a seamless customer experience, the best place to start is with communications..
The Automated Solution Your Customer Service Employees Will Actually Welcome
Lately it feels like a precarious time to be a customer service employee. Thanks to the millennial influence, customers are turning to digital self-service tools more than ever..
10 Common Customer Service Complaints (and How Digital Engagement Can Help)
“Customer service is king” is a phrase that has never been more prudent. In a time where companies face increasing levels of competition, maintaining a reputation for excellent service is a great way to stand out..
Six Steps to Understanding the Digital Customer
Richard McCrossan looks at how customer service managers can take six steps to truly understanding digital customers.
The Great Digital Divide – Why Customers Won’t Come
Understanding customer behavior has to come before technology if you want to have successful outcomes.
Customer Service Internet Style – 10 Tips to Improve Your Service
If you understand that it costs more to find a customer than it does to keep one then you will appreciate the importance of good, quality customer service.