How well do you understand your customer’s journey? Our recent research uncovered that 93% of 4,000 consumers surveyed across two continents expect their online shopping experience to be at least…
As customer success strategies evolve to adapt to the increasing demands of the modern consumer, there is one thing that remains at the core: customer engagement. There is no shortage…
What are the top ecommerce challenges for 2022, and what can online retailers do to prepare? Ecommerce, by nature, is a 24/7 business model, so there’s less downtime to respond…
How quickly would you drop a brand if you received negative customer service? Just to give you an idea of how the importance: in a survey of 4,000 consumers across…
How would you rate your current customer self service? Humans are incredibly adaptable, and as each new generation has grown up into the tech landscape of their time, we have…
Trends in financial services over the last five years have focused on improving the lives of customers by adding mobile abilities and tailoring products and services to individuals. Those trends…
If you haven’t yet noticed, the Intelligent Swarming methodology* is catching on. The best evidence we have of this trend is the slow but steady adoption of collaborative, single-tier customer…
As discussed in our last article, product embeddings are an innovative approach to information retrieval and recommender systems that are uniquely tailored to ecommerce. But why should you care? Product…
Looking for customer service statistics to make your argument about upgrading your support system? These days, companies don’t compete on products. Customer satisfaction and customer retention rely on a different…
In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor…
Every year service leaders probe through organic search results looking for statistics to validate their customer experience initiatives of the year. Sometimes for validation, sometimes for inspiration but the hunt…
When you have a problem with a product or service, where do you turn for the best digital customer experience? If it’s a simple “how do I?” question, you might…
Imagine if your job required you to memorize 5,632 jumpwords just to get your daily work done. That was an impossible reality for Charles Schwab, a US leader in banking…
They used tablets as pacifiers, went to school on Zoom, and came of age during the 2008 housing crash. With a once-in-a-lifetime pandemic as yet another shared crisis, this generation’s…
How many search technologies does your enterprise or business have for finding information? Many organizations have content management systems (CMS), customer relationship management systems (CRM), customer support tools, ecommerce engines,…
