Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
Consumers are leveraging innovative and richly functional mobile devices to become connected and empowered like never before, reshaping the consumer/marketer relationship and raising the stakes for marketers to utilize the mobile channel to engage shoppers and drive revenue.
The rise of eCommerce, social networks, mobile and connected devices has surfaced SAML as a key solution to develop a customer identity access management (cIAM) strategy to keep up with the flood of cross-channel consumer data.
Published By: LogMeIn
Published Date: Feb 27, 2018
Exceptional customer service is a competitive differentiator. Providing consistent service that is tailored to the individual across a variety of digital channels can help organizations deliver personalized experiences that exceed the expectations of today’s digital savvy consumers. Yet, many organizations fail to deliver real-time relevance in their service experiences because critical customer data is siloed in different systems (CRM, ticketing, etc.) across the enterprise, making it difficult to understand the full customer journey and their needs at that point in time.
We partnered with IDG Research to survey top-performing customer service organizations to determine the challenges they face, and, more importantly, their plans for driving better outcomes. One thing is clear: taking a strategic approach to future investments can help organizations meet their customer service objectives and deliver on customer expectations.
Published By: Curalate
Published Date: May 03, 2016
With billions of images shared daily across a growing number of channels and touchpoints, there are now more opportunities for people to consume content and discover products than ever before. The result? Visual commerce – the emerging need for marketers and brands to understand how images engage and convert consumers at every point of the purchase funnel.
If this sounds familiar, then you're among the 77% of marketers who agree there's a growing amount of pressure to connect visual content to ROI.
Get Your Complete Guide to Visual Commerce and learn how to:
- Develop and source new, creative content for your brand.
- Harness your visual data to discover which images really resonate with your fans.
- Monetize your visual content, and measure the new ROI – Return on Image.
So, are you ready to unlock the power of your visual content? Download your free marketing guide today.