When an unprecedented number of CC workers had to switch to a work-from-home (WFH) model—often using ad-hoc, remote workspaces—call volumes and customer requests surged. The employees working remotely have to manage with less-than-secure legacy systems, limited customer support tools, and a widespread organizational support system.
Read MoreThrough 2022, 50% of large organizations will have failed to unify engagement channels, resulting in a disjointed and siloed customer experience that lacks context. To remedy this, research shows that organizations should deliver frictionless experiences to create more connected experiences for customers to further drive e-commerce.
Read MoreAccording to Futuresource’s latest Consumer Electronics Retail Distribution report, around 10% of all global CE shipments were shipped through the vendor direct channel (i.e. through the vendors’ own physical or digital retail structure). This is driven primarily by the USA, UK and China, three retail landscapes where vendors are keen to control the consumer’s engagement with their products, manage upgrade cycles and drive upsell opportunities. This method of retail has supported Apple’s success since 2001, with the brand growing a strong retail business, which accounted for 31% of net sales in its’ 2018/19 financial year. While other vendors have had a physical footprint for far longer, using their stores to show-room their products and raise brand awareness, the ever-changing retail landscape is posing challenges to established vendors and retailers and forcing a rethink in strategy.
Read MoreAs organizations look for ways to deliver data-driven customer experiences, many executives have focused on building out their data infrastructure to capture, store and share the explosion of structured, unstructured and telemetry data being generated today. Infrastructure alone, however, will not be enough to develop and implement effective customer engagement strategies, according to Jason Davis, co-founder and CEO of New York-based Simon Data, in a thought leadership interview with BizTechReports.
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