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 10, 2020 | Retail Technology, Omnichannel, Ecommerce, Chatbots
With shelter-in-place orders still in effect across much of the U.S. and around the globe, retailers are in crisis mode. As brands pivot to selling exclusively online, with limited curbside pickup options, anxious consumers are seeking more reassurance than ever that...
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...
by Maren Kelly | Feb 11, 2020 | Customer Care Automation, Customer Care, Customer Engagement, Retail Technology, Omnichannel, Ecommerce, Chatbots, Conversational Commerce
Why Your Brand Should Embrace BESPOKE Customer Experience When you hear the word “bespoke,” what comes to mind? If you’re like most people, you think of it in relation to suits–one-of-a-kind tailored wonders, which, in contrast to off-the-rack versions, are...
by Maren Kelly | Jan 20, 2020 | Customer Care, Retail Technology, Ecommerce
In addition to responding instantly to customer service inquiries, brands are expected to fulfill orders more quickly than ever. Given that four in 10 customer service contacts are related to “WISMO” (“Where Is My Order?”), merchants striving to deliver superior...
