In business, your company needs to get as deep into the minds and interaction habits of your customers as possible. Too often, however, the single view of the customer is viewed as unattainable, [...]
The global chatbot market grew from $113 million in 2015 to $703 million in 2016 and is projected to grow in value to $1.23 billion by 2025, according to Grand View Research. Analysis of consumer [...]
Every year, online retailers market their Mother’s Day promotions, but many continue to do so with what appears to be little regard for what their customers want or need, and some even fail [...]
Data evangelists will tell you that every aspect of your customer’s life is useful to you, providing endless insights, but that’s not always true. Refining your metrics according to what’s [...]
“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs Channel integration and consolidation is a concept that [...]
It’s no secret that personalisation is essential in developing a successful customer experience. Central to that is getting to know all you can about your customer and using that [...]
In many professional sectors, bring your own device, or BYOD, is frowned upon, with legitimate fears around data security and the potential to compromise IT infrastructure when employees bring [...]
Contact centre agents who loathe their work, from constantly updating fields to completing repetitive tasks associated with customer interactions may have a negative impact on your brand. They [...]
Small business personalisation for big business customer service is where it’s at, writes Wynand Smit, CEO of INOVO Remember the little shop on the corner where the owner knew your name, your [...]
According to Ofra Strauss, the only way to maintain profitability is to meet the needs of customers. While this is an undeniable truth, the ways in which you go about doing this are complex. Your [...]
As sales specialist Chris Murray puts it: “The salesperson you’d ideally like to be and the salesperson you’d like to encounter as a customer should roughly be the same, shouldn’t they?”. That’s [...]
What the movie Jaws did to inspire unjustified terror in audiences about the shark species, movies such as Terminator and iRobot have done to create an innate fear of robots, in particular, that [...]
