Monday, June 29, 2020

Barclaycard reports 60% spike in payments April - June

It's one sign that the globe is slowly beginning to recover from the COVID-19 lockdown that shuttered many businesses worldwide as governments and health officials fought to slow the spread of the coronavirus: a 60% increase in payments between the week of April 1 and the week of June 7. >>

Thursday, June 25, 2020

How to build a better chatbot

Chatbots are not new to the digital space, but as more consumers work from home, shop from home, and stream more content, the need for a better chatbot has arisen. We asked a digital expert how brands can building a better chatbot experience. >>

Thursday, June 18, 2020

Study: B2B buyers aren't loyal, that's why brands need sales people

While the role of salesperson in the retail space has dwindled to be that of a checkout person rather than actual sales, the role of salesperson in the B2B space remains one of customer service, and helping businesses find the tools they need for success. And that is why, according to one expert, brands need to keep that B2B salesperson role filled. >>

Monday, June 15, 2020

Instacart surpasses Walmart's online grocery share, here's how others can follow

Since the COVID-19 pandemic began a growing number of consumers have turned to online shopping not just for clothing or niche items but for everyday necessities - groceries, packaged goods, and health/beauty items. According to one new report, since the pandemic began Instacart's online shopping hub blew past Walmart's market share. Does this foretell a change in the ecommerce weather? >>

Friday, June 12, 2020

3 Ways Covid-19 Will Change CX

The customer experience is an ever-evolving point of contact for many brands, and the Covid-19 pandemic has made yet another strategy adjustment necessary. Here are three ways the customer experience will change in the coming month - and how brands can prepare for another pivot. >>

Thursday, June 11, 2020

How to improve ecommerce conversions

By the end of 2021 ecommerce is expected to hit the $120 billion mark, but there remains room for improvement. According to a recent WEVO survey 78% of marketers are not satisfied with digital conversion rates and that 7 in 8 attempts to improve conversion rates fail. Here's how merchants and brands can improve online conversion rates. >>

Wednesday, June 10, 2020

Study: Current toolsets ineffective for CX

The push of consumers into more digital commerce isn't only effecting checkouts and shipping, it is effecting the overall customer experience. That, according to new data out from LogMeIn. Researchers found that most respondents plan to increase their CX tech investments over the next year. >>

Tuesday, June 09, 2020

How to re-open businesses without sacrificing safety or service

As states, counties and cities begin to "re-open" for business, businesses have their eyes towards balancing the safety of their customers and employees, with maximizing profits and transactions to make-up for lost time. Businesses want to know the best way to ramp up operations without running afoul of CDC guidelines and best practices to limit any potential liability for Coronavirus exposure.
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Monday, June 01, 2020

Reports outline changes to shopper behaviors in wake of COVID-19

There is no arguing with the fact that things have changed since social distancing and quarantine guidelines went into effect in March of this year. But just how long will these changes last? Or are these changes something that will last? Several new reports shed light on what could happen. >>

Tuesday, May 26, 2020

How adding emotion into AI can produce better CX

More and more consumers are turning to text and social media to solve customer experience and customer service issues. To help solve issues in a timely manner, many businesses have added Artificial Intelligence to route communications and even solve more minor issues. The problem is that AI can leave some feeling more frustrated. That's why, according to one expert, brands need to change AI to AEI - Artificial Emotional Intelligence. Here's how. >>

Tuesday, May 19, 2020

Reports highlight importance of experience

It is no secret that more people are buying more things - from groceries to tennis shoes to gaming equipment - online during the COVID-19 pandemic. But not all merchants, grocers, restauranteurs, or brands are making a great impression - and that may be bad for business post-COVID-19. >>

Monday, May 18, 2020

Will COVID-19 change shopping habits forever?

Over the past two months global retailers have seen a sharp uptick in buying online as people shelter at home and make fewer trips to physical stores. The question many merchants are asking is how long the uptick will last - are consumers at a new normal or, when restrictions are lifted, will shopping return to old patterns. We asked a digital expert their opinion. >>

Friday, May 01, 2020

Study finds gap in need for, readiness of digital experiences

While most execs agree that digital experiences are key for consumer engagement, there is a gap in knowing this and actually implementing good digital experiences. That is a key finding from Progress Software's new report which indicates that while most (53%) of organizations agree that digital experiences are key most (90%) have either cancelled or delayed digital experience projects over the past year. >>

Friday, April 24, 2020

Study: Reviews key to shopper engagement

Product reviews continue to be an important part of the customer journey. That is a key takeaway from new Bazaarvoice data which, among other things, shows that 75% of shoppers 'sometimes or always' trust consumer reviews. >>

Thursday, April 16, 2020

Reports: Online purchasing up, so are bill worries

From clothing and accessories to video games and now even groceries, as Americans are told to stay home they are turning to the web to buy both necessary and discretionary items. But that doesn't necessarily mean that spending is up. >>