Customers

Today's customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true c...

International e-commerce has become more pervasive and sophisticated in recent years. In 2017, 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to $2.3 trillion, and projections indicate that figure will grow to $4.48 trillion by 2021. With d...

The Mozilla Foundation, the nonprofit organization behind the Firefox web browser, is expanding a campaign begun last year to help consumers buy safe, secure connected toys and mobile gadgets this holiday season. Mozilla's 2018 edition Privacy Not Included buyers' guide offers an assessment of the p...

How do they really know? That's the question that immediately comes to mind in reviewing the top-level data from Voxpro's recent survey of customers and their relationship with chatbots. The data show that 68 percent of consumers haven't used chatbots to contact a brand. About 1,000 people answered ...

I don't have to tell you how difficult it is to find and attract customers online. With millions and millions of businesses all vying for attention, the Internet has quickly turned into a very crowded place. But, believe it or not, there's opportunity in all that clutter, and if you approach your ma...

The conventional sales funnel exceeded its usefulness a long time ago, roughly when the Internet gave us the ability to gather our own information about vendors, products and services. Without having to contact a salesperson, individuals and businesses could eliminate the middleman. The result was s...

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.

Are you a retailer trying to get ready for the 2018 holiday season? Well, I'm afraid I can't help you. Just kidding. Sort of. I could just sit here and share yet another checklist to remind you of all the standard e-commerce table stakes you need to master. Things like load testing, inventory monito...

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...