Coronavirus has ushered upon us an era of isolation and curtailed face-to-face operations in favor of virtual interactions. The service of demand and delivery has shifted mainly to digital channels. While this trend was visible in the pre-COVID world, the pandemic has accelerated digital-first engagement. Here are six ways to improve employee productivity and streamline business operations in the new normal...
Walmart is embracing new strategies, partnerships, and infrastructure that have modernized its e-commerce platform and made it a more formidable rival to Amazon. In particular, three big factors are at play: enhanced content opportunities, the introduction of new fulfillment capabilities, and the in...
One topic that has a substantial impact on CX is the transformation of customer service operations using digital tools. Although it is often the engine room for driving transformation and change, it is met with limited success.
Members of the U.S. House of Representatives have introduced legislation that aims to protect online shoppers from purchasing counterfeit goods. The proposed Shop Safe Act would establish trademark liability for companies that sell counterfeits that pose a risk to consumer health and safety; require...
The concept of AI improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy, after all. However, customer experience leaders understand that AI-powered technologies can transform the way businesses understand core audiences. Cu...
You just started your Software as a Service company. With hard work and dedication, you've created a solid product that solves the challenges your business-to-business customers face on a daily basis. With any new product, questions arise on how to get the most from it. Your customers want the best ...
The business-to-business buyer's journey is often difficult and long. The typical buying group for a complex B2B solution involves six to 10 decision makers, each of them bringing information they independently gathered to share with the group before making a decision. This information often opens t...
"Digital transformation" is not a new term or concept. While it has taken on multiple definitions, one thing is for sure: Companies view it as a top priority, so much so that enterprises are projected to spend in excess of $2 trillion through 2019, according to IDC. This insurgence of digital transf...
Sometimes when you tug on the thread of a small customer service failure, you unravel a big skein of much knottier problems. That happened when Shield Healthcare didn't send "Great Aunt Nelly" her shipment of medical supplies on time. There are many people like Nelly in the U.S. -- elderly and disab...
In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic di...
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