The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to work from home or hybrid working models, which changed the entire flow of work as it became dependent on technology. As the contact centre is no longer one touchpoint in the customer journey, it fails without chain management....
Published: Sep 27, 2021
Today’s digital fluent customers have high expectations and are the least loyal of all groups. Great CX is the key to retaining digital-fluent customers who leave the moment their expectations aren’t met. Our concise guide to omnichannel will allow you to evaluate whether your system drives the seamless omnichannel...
Published: Sep 27, 2021
When the pandemic forced a seemingly overnight exodus from in-person to online, consumers and businesses were thrust five years forward in digital adoption. This guide will explore today’s new customer experience reality, how to succeed in today’s new reality, and how the path to differentiated CX is the contact...
Published: Sep 27, 2021
Customers have embraced technology to manage all aspects of daily lives, setting off a digital disruption that forever changed how businesses interact with them. Not only do customers want you to be as digital fluent as they are – they expect more personal service, too. To help you navigate the workforce changes...
Published: Sep 27, 2021
Prior to 2020, customer personalisation was a nice thought. However, the global pandemic shifted everything. Customers and businesses made the switch from in-person to online whilst customer behaviours changed rapidly. Customer expectations outpaced experiences companies could deliver and a new bar was set for expectations...
Published: Sep 27, 2021
The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived of the ability to visit physical stores and offices, customers turned to the contact centre and companies' websites to answer their queries. The agent role in the digital...
Published: Sep 27, 2021
This infographic explores the linear customer journey alongside today’s customer experience expectations. Leading CX experts will help you understand and integrate changing digital-first customer preferences to build relationships that last.
Download now and identify how you transform every experience throughout...
Published: Sep 27, 2021
Interactions between consumers and brands are increasingly playing out across a wide variety of different online touchpoints, channels, and platforms. This whitepaper explores key trends impacting email marketing, alongside what makes it unique and powerful. It also explores how you can make the most of data whilst building...
Published: Sep 24, 2021
Effective senders of mail employ focus and use data driven analytics to achieve not only effective delivery of mail but improved open, click, and conversion.The techniques shown in this infographic are part of the formula that help senders achieve the best possible results for their email advertising spend.
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Published: Oct 14, 2021
Online meetings and online events can be hard work! Take the stress away by trying GoToWebinar free for 30 days! GoToWebinar is the simpler way to host online meetings, web events or online training.
Pick a compelling topic, invite guest speakers and include polls and surveys for truly interactive presentations....
Published: Oct 06, 2016
Amazon, Ebay, Alibaba … be they large or small, general or specialised, the economic position of marketplaces is always secure. Marketplaces are very effective for online retailers: their large amounts of traffic can give great visibility to your products, and therefore increase sales dramatically.
But...
Published: Dec 14, 2016
Recipes for Modern Marketing success? Coming right up! No matter how you slice and dice it, Modern Marketing success depends on the techniques and ingredients you use. We scoured kitchens far and wide to bring you the top chef recipes for success in sales and marketing alignment, kitchen prep, shared experience, lead lifecycle...
Published: Dec 02, 2015
Investing in great outcomes for customers and employees.
The road to exceptional customer service has been rerouted. Today’s customers are undergoing a bumpier journey, and they’re asking for help adapting to the unexpected. That means that service teams have to learn to navigate a new reality while still...
Published: Apr 01, 2021
How can you continue to make improvements in spite of unexpected challenges?
Realising customer experience transformation can be challenging – given the rise in customer expectations and sudden global disruption pushing service teams everywhere to their limit. To deliver the kind of experiences your customers...
Published: Apr 01, 2021
