by Maren Kelly | Jul 6, 2020 | Customer Care Automation, Customer Care, Customer Engagement, Conversational Commerce
As difficult as it’s been for retailers to pivot to online-only sales and limited fulfillment options, they may face an equally steep challenge once state and local regulations allow for store operations to resume. Given the uncertainty and conflicting...
by Maren Kelly | Jun 22, 2020 | Customer Care Automation, Customer Care, Retail Technology, Ecommerce
Developing a winning automation-first CX strategy might sound daunting, but the process doesn’t have to be if you approach it with an intelligent and open mind. To ensure that you’re setting your organization up for success, you need to keep several best...
by Maren Kelly | Jun 22, 2020 | Customer Care Automation, Customer Care, Customer Engagement, Omnichannel
There comes a time in every industry’s life cycle when it can no longer avoid grappling with the influence and impact of technology on the core of its operations. While digital-first marketing has become the standard for most brands (there will always be few...
by Maren Kelly | May 28, 2020 | Customer Care Automation, Customer Care, Customer Engagement, Omnichannel, Conversational Commerce
One-to-One Customer Care is Critical Not Just in a Crisis, but for Rebuilding Sales and Earning Long-Term Loyalty As retailers struggle to find their footing after weeks and in some cases, months of business disruption, providing solid customer service has never been...
by Maren Kelly | Apr 30, 2020 | Customer Care Automation, Customer Care, Customer Engagement, Retail Technology, Omnichannel, Ecommerce, Chatbots, Conversational Commerce
For a brand to say that it’s customer-driven, customer-focused or customer-obsessed has almost become a cliche. Beyond a tagline or a talking point in an annual report, what can retailers do to truly connect with customers day in and day out and future-proof their...
by Maren Kelly | Apr 26, 2020 | Customer Care Automation, Customer Care, Customer Engagement, Ecommerce
When we start coming out of this, consumer uncertainty is going to lead many brands to need to find ways to alleviate stress and help customers make a decision so they can buy now. Many changes that have been put into effect are here to stay. Brands and retailers...
