[Article | Retail Dive] As #DigitalTransformation accelerates across the retail industry, Gartner identifies 7 key #RetailTrends to guide technology investments and other strategic decision making. The goal: Provide excellent #CX and earn customer trust.
Ryan Strategic Advisory] #WorkFromHomeCX is here to stay. Done right, it works better, and costs less, than on-site #ContactCenters. With all industries going all-in on #RemoteWork, the question becomes: What happens to the WFHAgent labor pool?
How critical is it to verify your customers are who they say are? Consider: #ContactCenter #IdentityFraud jumped 350 percent since 2013 and 60 percent originates in IVR systems. PINs, passwords, security questions don’t work. #VoiceBiometrics does. http://ow.ly/3z9G50E9Xir
[Blog] How often are you able to boost #AgentProductivity AND #AgentSatisfaction? Our new widget integrates the world’s leading #CRMplatform (Salesforce) with our #CX industry-leading digital #ConversationConsole. See it now on the Salesforce AppExchange. http://ow.ly/extW50E6O4X
[Article | Forbes] There are three things every brand should know about #CX in 2021: Speed Can Be A Killer; Companies Need CX Leaders, Not CX Departments; and Linking CX To Results Will Take Time. Check out this Forbes Agency Council post for details.
[Article | Forbes] As marketers, we must both create brands that exude empathy and data-driven strategies that deliver results. #AI and #MachineLearning blend the emotional and the logical by enabling personalization at scale across all digital channels
[Blog] Automated phone trees get a bad rap—but only because they sound robotic, make you sit through pointless options, don’t understand what you’re saying, and can’t do anything useful. Today’s #AI #ConversationalIVR technology offers so much more. http://ow.ly/ijYZ50E3LJ3
[Article | CMSwire] No one can foretell 2021 #CX trendlines. But there’s no harm in trying. Digital Accessibility Fines/Lawsuits Rise; Developers Rely on Codeless Automation; Contactless Customer Journeys Stay a Priority; #SelfServiceChatbots Take Off
[Article | CMSwire] Wondering how brands will balance human and digital interactions when the economy reopens? #CX experts weigh in on making the online customer experience more closely resemble in-person shopping so the brand vibe and story mix naturally
[Webcast Reminder] The pandemic made one thing perfectly clear to the #CX world: If you don’t have a strong, centralized #CXoperation in place, it’s way past time you did. Join us and CMSwire as we share recent research on “The Future of CX Leadership.” http://ow.ly/uIeY50E0HlK