Customer Experience

In the last decade or so, the inability or unwillingness to adapt has caused many businesses to succumb to a newer, more innovative company, or one that has re-thought how to do business in the digital age. For example, people who can remember browsing the aisles of Borders likely understand the iro...

Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of ...

With the holidays approaching, many resellers may think it's too late to set up or expand their marketplaces to take advantage of the holiday rush. That is not the case. If you leverage the right technology, you can accelerate the process of setting up your marketplace from weeks to hours, and never...

From big companies to small-town mom-and-pop shops to "mompreneurs" working from home, e-commerce is the key to keeping revenue streams flowing and businesses afloat. In fact, e-commerce is really the only way for you to ensure your business' longevity these days, especially if you are a small retai...

There could be as much as a 22 percent increase in holiday sales this season, based on industry analyst predictions. The 2018 U.S. retail e-commerce season will reach $123.4 billion, up from $106.14 billion in 2017, according to Statista's estimates. If you are a small business retailer, these numb...

Video and marketing are a perfect fit. However, your company can find a multitude of other uses for video elements that will expand the scope of your video infrastructure and simplify and augment many facets of your business.

As of this writing, I haven't been prebriefed on what Oracle will be announcing at OpenWorld regarding CRM -- or as it refers to it, "CX" -- so this is a good time to express my own opinions. Oracle's direction in the last few years increasingly has been toward cloud computing and the autonomous dat...

While online shopping has exploded over the last decade and innovation around e-commerce has skyrocketed, there has been very little development around quality improvements in product search, navigation or discovery, notwithstanding the success of generic and open source search solutions, such as El...

"Customer experience" is the great watchword of 2018 -- and it was a great watchword in 2017 and 2016, too. Eighty-five percent of executives said that CX was important to their companies' strategic priorities, in an Accenture survey. Sixty-two percent of companies viewed CX delivered by contact cen...

Just five years ago, mobile e-commerce was a minor part of the e-commerce landscape. Today, most online searches are carried out from mobile devices such as smartphones and tablets, and 40 percent of all e-commerce is carried out from smartphones. This has forever changed the e-commerce industry. Th...

E-commerce companies compete with Amazon for shoppers year-round, but especially around the holidays when Q4 earnings are made. More than 75 percent of U.S. consumers shop on Amazon despite endless e-commerce options. Amazon commands more than 49.1 percent of all online sales and has more than 300 m...

Customers are crucial to a successful business. They can be one-off customers or repeat buyers. Ideally, a business wants a mix of both. Problems arise when marketing tactics fail to attract either type, which is why customer engagement is so critical in today's hypercompetitive e-commerce environme...

From generation to generation, retail has evolved into a global business. Gone are the days of the local corner store. Today's consumers have access to products from across the world with a simple click of a button. Even brick-and-mortar stores are adapting to e-commerce as retailers find innovative...

Given today's data and technological advancements, coupled with an abundance of choices for consumers, the importance of loyalty has never been greater. The marketing landscape has shifted as power has moved from sellers to buyers, and businesses have realized a heightened need for customer loyalty....