4 Trends in Digital CX Point to Some Progress
Beefed-up design teams and better digital accessibility are critical, Forrester says.
Chat Adds to Retail Success
Consumers patronize companies that offer chat on their websites.
Marketers Need to Consider Post-Pandemic Behaviors
Some consumers will be ready for face-to-face contact, but other consumer behaviors that developed during the pandemic will endure.
Digital CX Tops Retail Priorities for 2021
RCP survey highlights the importance of holistic customer experience improvement
Trust Is Key to Creating a Customer Bond
Deloitte highlights the need for companies to connect with consumers on a human level
Pandemic Heightens the Need for Analytics
Companies want to know how COVID-19 changes consumer behavior
Consumers Fear Facial Recognition
A GetApp survey finds consumers wary of firms capturing such personal data
Shoppers Place Growing Emphasis on Convenience
97 percent of consumers have backed out of inconvenient purchases, NRF reports
CX Leaders Struggle to Show the ROI
Communicating the benefits of their CRM investments eludes many, West Monroe researchers find
Required Reading: Dialogue Is the Key to Retail Sales Success
The need to adapt communications strategies is non-negotiable
Gartner 2019 Magic Quadrant for Contact Center as a Service
In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.
First-Time Purchases Can Predict Loyalty
MIT research identifies harbinger products that don't lead to future business
Consumer Expectations for Brand Trust Jump 250%
Consumers are far less trusting today amid some high-profile data breaches
The Post-Purchase Experience Is Essential to Retaining Customers
A recent report from BRP lays out eight best practices for retailers to improve the post-purchase experience
Unified Commerce Is Essential to Meeting Customer Expectations
BRP identifies five areas that retailers need to work on to develop a unified experience
Required Reading: Companies Can Innovate and Cut Costs with Costovation
R&D doesn't have to suffer just because money's tight
Required Reading: Understanding How Customers Buy…& Why They Don’t
In a world of nearly infinite choices, companies need to shift their focus from how they sell to how customers buy
Retailers Must Become More Customer-Centric
Boston Retail Partners challenges companies to meet the expectations of the omnichannel world
Required Reading: Avoid Dealing with Difficult Customers
Some customers are just worth letting go, regardless of their monetary value.
The 5 Ways Mobile Will Impact Retail
Mobile technologies will take employees out of back rooms and put them on the floor