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EXPERT ADVICE

How to Build a CX Business Case for Your CFO

Across all businesses, the entire C-suite leadership team is looking to validate an experience management program by asking one question: what is the financial impact of my CX investment? Making a business case to the financial leaders of your company means that you have to be prepared to answer any...

Automated or Human, Consumers Demand Smart, Speedy Service

The fifth annual Customer Expectations Report from Gladly reveals what today's consumers want from brands, especially when shopping online. The report describes how consumers' expectations of retailers have changed in the last year amid a global pandemic and an online shopping boom. Also suggested i...

EXCLUSIVE INTERVIEW

How to Ride the ‘Consumer Wave’ to Better Customer Experiences

Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings...

Clickwrap Technology Brings Speed, Efficiency to Digital Transactions

Clickwrap transaction platforms, which serve to replace electronic signatures, are emerging as a valuable tool to help businesses navigate the increased volume of online transactions. Instead of signing, users click to check a box, or click on a button with a label such as 'I Agree' or 'Accept'. Tha...

Amazon Pharmacy Opens for Business

Amazon is getting into the online pharmacy prescription business in a big way. The e-commerce giant is setting up a new drugstore on its platform, Amazon Pharmacy, that will allow customers to complete a pharmacy transaction on their desktop or through the company's mobile app. Amazon said that fill...

Whom Can We Trust to Safeguard Healthcare Data?

Healthcare records were digitized to help prevent medical errors such as misdiagnoses and mistakes with medication, but electronic health records have made it easier for bad actors to steal patients' highly personal information. Cybercriminals are further motivated by the fact that patient medical r...

ANALYSIS

Why Hasn’t CRM Taken Over the World?

Many businesses have bought into CRM, of course. It isn't an 80-billion-dollar industry for nothing. Still, there's a disconnect between the wonderful features and functions of new technologies and the realities of how companies use them -- or not. Only about a quarter of organizations use CRM appro...

EXPERT ADVICE

How Chatbots Improve Employee Productivity in the ‘New Normal’

Coronavirus has ushered upon us an era of isolation and curtailed face-to-face operations in favor of virtual interactions. The service of demand and delivery has shifted mainly to digital channels. While this trend was visible in the pre-COVID world, the pandemic has accelerated digital-first engag...

EXPERT ADVICE

How to Win at E-Commerce on the New Walmart.com

Walmart is embracing new strategies, partnerships, and infrastructure that have modernized its e-commerce platform and made it a more formidable rival to Amazon. In particular, three big factors are at play: enhanced content opportunities, the introduction of new fulfillment capabilities, and the in...

EXPERT ADVICE

A 6-Point Plan to Leapfrog to CX Leadership

Customer experience as a boardroom topic is more relevant than ever. Enterprises are investing significant digital transformation budgets and commissioning large projects to elevate CX. Yet more than 70 percent of digital transformation projects fail to move the needle at scale. One topic that has a...

Shop Safe Act Targets E-Commerce Counterfeiters

Members of the U.S. House of Representatives have introduced legislation that aims to protect online shoppers from purchasing counterfeit goods. The proposed Shop Safe Act would establish trademark liability for companies that sell counterfeits that pose a risk to consumer health and safety; require...

EXPERT ADVICE

4 Customer Service AI Applications That Work Today

The concept of AI improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy, after all. However, customer experience leaders understand that AI-powered technologies can transform the way businesses understand core audiences. Cu...

EXPERT ADVICE

5 Ways to Optimize B2B Customer Experiences

You just started your Software as a Service company. With hard work and dedication, you've created a solid product that solves the challenges your business-to-business customers face on a daily basis. With any new product, questions arise on how to get the most from it. Your customers want the best ...

EXPERT ADVICE

6 Simple Steps to Improve Your B2B Customer Retention

The business-to-business buyer's journey is often difficult and long. The typical buying group for a complex B2B solution involves six to 10 decision makers, each of them bringing information they independently gathered to share with the group before making a decision. This information often opens t...

Elon Musk's Dec. 2 action to release The Twitter Files: Approve or Disapprove?
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