Customer Conversations are no longer restricted to traditional voice calls due to the broad innovation and use of technology and continual connectivity. Contact centres have evolved from using Private Business Automated Exchanges (PABX) to Automated Call Distributors (ACD). However, challenges have also evolved along with technologies such as increasing call volumes, Agent Attrition, High Customer…
Advances in technology and communication, combined with explosive growth in data and information, have given rise to a more empowered global consumer. During the past decade, consumer needs have changed significantly, with technology growing at an exponential rate, influencing consumer behavior and marketing strategies. Nearly three-quarters of the world will use just their smartphones to…
Customers’ behavior is surmised to be rather unpredictable, thus businesses strive to make lasting first impressions and provide unique purchase experiences. Those who wish to learn how your clients purchase in today’s digital environment should focus on the most impactful channels and touch points in their buying journeys. Customer Experience Mapping is a method that…
As the pandemic forced us to change our very way of living, consumer behavior also changed drastically. Overnight, many people who were “fence-sitters” when it came to transacting “online” were literally forced to online since in-person contact became the least preferred way of doing commerce. This online commerce forced organizations to really take a deep…