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
Communicating in ways that speak to each individual customer, is what allows brands to build strong relationships. In this guide, we’ll explore how you can provide the most relevant, personalized experiences to your customers. We will arm you with the best advice when considering key channels such as email, mobile...
Published: Sep 24, 2021
Organizations around the world are trying to keep up with the rapid pace of change in their industry. In many cases, a combination of competitive, economic and social disruptions are threatening market positions and existences.
If this change is the only constant, then adaptability has to underpin a ‘new normal’...
Published: Jul 06, 2021
We’re living in a connected world. Every screen is a window of opportunity, a chance to engage with your customers. And if you want to keep the conversation going inside your app, there’s no substitute for an in-app message. This guide explores what in-app messages are, how they work, and why they matter. ...
Published: Sep 24, 2021
Today’s brands are entering a new era of customer engagement. The swift digital transformation spurred on by the COVID-19 pandemic and the rise of a whole host of new marketing technologies, channels, platforms, and digital devices has made digital messaging and brand experiences central to modern marketing. However,...
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
Although more than a decade old, push remains innovative and versatile. Initially used by brands to engage with customers via mobile devices, push notifications have expanded. They have become an integral part of everyday technology and are available on smartwatches, desktop, and mobile web browsers. Push notifications...
Published: Sep 24, 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
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
It’s time to reimagine a new future. The concept of the workplace has changed forever. It’s no longer necessarily somewhere your employees go. It’s now wherever they choose to be, whether that’s at home, in an office or on the move. And wherever it is, and however they connect with it, they expect...
Published: Jul 06, 2021
The urgency created by events in 2020 acted as a catalyst to faster executive decision-making and action. When it mattered the most we all mobilised millions of people to work differently, cutting through bureaucracy out of sheer necessity.
The pandemic has been a powerful catalyst for change and the case for sustained...
Published: Jul 06, 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
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
Customer expectations have increased dramatically over the past decade. Customers now expect brands to go above and beyond, especially as today’s consumers have more opportunities to engage with your brand than ever before. It is therefore no surprise that choosing a platform that supports real-time, cross-channel...
Published: Sep 24, 2021
