Operating in the digital era, an unprecedented number of enterprises are opting to personalize sales and aftersales services to meet the growing customer expectations. Customer experience is now taking center stage across industries and particularly in the high-tech sectors. With omnichannel sales and service across multiple platforms now emerging as a trend, there is expected
The recent acceleration in digital transformation has generated a demand for the quick deployment of custom solutions to enable automation and high ROI. The need for non-IT developers has also influenced the rise in low-code or no-code solutions, which eliminate the need for specialists and reduce the outsourcing of innovation or differentiated offerings. A solution
Welcome to the 2022 Digital Trends report! This annual Adobe survey, produced in collaboration with Econsultancy, captures insights from nearly 10,000 marketers, consultants and practitioners to map the evolution of marketing, advertising, content, commerce, and customer experience trends around the world. It identifies key opportunities for companies to refine their digital strategies and drive sustained
Every team building a new web or mobile application faces a choice: build the entire application in-house or selectively use out-of-the-box services to make the job easier and faster. Many of today’s successful teams have chosen the latter with services like Stripe and Braintree to offload payments and Twilio to offload communications. A third-party customer
Too busy to watch the Zero Trust in Practice webinar? Don’t worry—we’ve got you covered. There’s a lot of hype around Zero Trust security, but it’s proving to be more than just theory Trust used to be a binary decision determined by the network, but as organizations move to mobile and cloud-based services, the perimeter
As the lines blur between online shopping and brick and mortar retailers, and popular high-street brands switch to e-commerce models, customer expectations are changing too. Today, retailers are expected to deliver the same outstanding experiences across all channels – whether digitally or in-store.
Customer experience is hugely important in retail. With digital-first pioneers like Amazon providing innovative, satisfying experiences at the stage of the customer journey – and through every digital channel – the bar is now raised for everyone. Only the retailers that differentiate their brand through CX will thrive in retail’s competitive landscape.
Chatbots offer valuable 24/7 support to businesses, providing an automated alternative to sending all inquiries directly to agents — without sacrificing quality. Well-trained bots can answer customers’ most common, high-volume questions and enable agents to focus on higher-value conversations.
The COVID-19 pandemic profoundly changed the ways in which people live, work and interact with friends, colleagues and businesses. In this new global report, Genesys surveyed over 11,000 consumers across the US, Latin America, Europe and Asia-Pacific to understand how the pandemic affected people’s health, happiness, and social and professional interactions — and how businesses
The benefits of digital engagement have never been more clear. With a strong cloud digital engagement platform, you can operate under nearly any circumstances. Your customers enjoy shorter wait times and better, more consistent experiences. And your agents are freed from many mundane tasks. With the right strategy in place, you can evolve digital engagement