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The world of now is always slowing down the world of the future. Brands and enterprises want their strategies on a sound footing before dedicating the time, process, and people to realizing them. Which means experiments, like the metaverse, may have to overcome some obstacles before seeing...
Customer experience has taken on a new definition and dimension amidst the current COVID-19 crisis. Customer expectations have heightened as purchase priorities have shifted and buying behavior has changed. What was earlier considered as a good customer experience is table-stakes today. Most...
In the daily hustle of a support center, being completely honest and open to each customer often feels like a service element brands have to do without. Many CX leaders assume that their role should focus solely on immediate performance and don’t consider how direct, transparent communication —...
Loyal shoppers are the backbone of any successful business, and while customer churn is a common issue, it’s one that you can solve. By paying attention to the right customer retention metrics for ecommerce, you will be able to determine how your team is succeeding and where there are areas for...
Born Digital, Episode 5 Recap The customer experience never sits still. As customer tastes and preferences change, CX is always evolving to keep up. According to Adobe’s 2023 Digital Trends Experience Index, “89% of senior executives believe customer experiences are constantly resetting...
Many ecommerce marketers have taken a particular Jeff Bezos quote to heart: “There are many ways to center a business. You can be competitor-focused, you can be product focused, you can be technology-focused, you can be business model-focused, and there are more. But in my view, obsessive...
Selecting the perfect customer support solution is a major undertaking, requiring CX leaders to carefully research and audit all available options. Topping many lists of favorite support platforms are Gladly and Genesys, two innovative options for companies of all sizes. But which one is a...
Ecommerce retailers constantly check their support center for areas of improvement to maintain a superior customer experience. If you want to evaluate your own imperfections, a handy customer service quality assurance checklist will help you see how you stack up in your progress to create a...
Every year, Newsweek releases a list of the top companies providing the best customer service. This thorough ranking highlights excellence across industries and incorporates both ecommerce and brick-and-mortar retailers, helping set service expectations for both consumers and businesses by...
Is your customer experience as good as you think it is – or is it leaving your customers feeling somewhat frustrated and unsatisfied? So much has changed, and many companies are retooling their journeys to meet ever-changing customer demands – leveraging technology, optimized processes,...