Customer experience in 2025: here’s where we’re heading

AI & Automation Customer experience in 2025: here’s where we’re heading

3w Chris McGugan

Customer experience in 2025: here’s where we’re he...

By 2025, it’s likely that nine dollars of every $10 will be spent on the digital experience versus phone/voice. Oracle Service's SVP and GM, Chris McG...

View article
Elevating customer service in 2021

Content & Experience Elevating customer service in 2021

2m Steven Petruk

Elevating customer service in 2021

CGS' Steven Petruk highlights three things your organization needs to strengthen customer service strategies: humans, technology and creativity Read M...

View article
Key Insights: Leaders harness social media for digital transformation and customer service

Digital Leaders Key Insights: Leaders harness social media for digital transformation and customer service

6m Kamaljeet Kalsi

Key Insights: Leaders harness social media for dig...

Insights on how leaders are using social media strategies beyond communications, extending to customer service, sales, employee advocacy programs, and...

View article
Get the latest analysis and reports delivered to your inbox daily
Brands should add text/message and have “identical support” across channels

Digital Marketing Brands should add text/message and have “identical support” across channels

1y Barry Levine

Brands should add text/message and have “identical...

New report from customer support platform UJET finds a steady use by consumers of all ages of multiple channels for customer service, and a desire for...

View article
How new technology is changing the game for the luxury customer

Digital Marketing How new technology is changing the game for the luxury customer

1y Hadar Paz

How new technology is changing the game for the lu...

How live chat, chatbots, AI and more are creating a new opportunity for luxury brands to create a better, seamless digital customer service experience...

View article
Only 8% of stores use live chat correctly, new report says

Chatbots Only 8% of stores use live chat correctly, new report says

2y Kimberly Collins

Only 8% of stores use live chat correctly, new rep...

"Most online retailers are leaving money (and marketing campaign ROI) on the table," Vincent Phamvan, Head of Growth at Simplr, told ClickZ. Read More...

View article
TechSee releases ‘first’ computer vision platform for contact centers

Emerging Technology TechSee releases ‘first’ computer vision platform for contact centers

2y Barry Levine

TechSee releases ‘first’ computer vision platform ...

TechSee has released what they're calling the first AI-powered visual recognition for contact centers, to help detect and resolve customer issues via ...

View article
Five simple (and effective) chatbot builders

Chatbots Five simple (and effective) chatbot builders

2y Emily Alford

Five simple (and effective) chatbot builders

Many brands are using chatbots to answer common customer service-related questions, record customer preferences, and improve business branding. Read M...

View article
The state of the chatbot market in 2019

Chatbots The state of the chatbot market in 2019

2y Jacqueline Dooley

The state of the chatbot market in 2019

The global chatbot market is expected to surpass $994 million by 2024, with a compound annual growth rate of 27%. An overview of the state of the chat...

View article
How to use chatbots as part of your marketing strategy

Chatbots How to use chatbots as part of your marketing strategy

2y Emily Alford

How to use chatbots as part of your marketing stra...

It's 2019, and you're probably wondering if it's about time you use chatbots in your marketing strategy. Here's a ton of examples and tips for how to ...

View article
Six key social media marketing trends for 2019

Digital Marketing Six key social media marketing trends for 2019

2y Tereza Litsa

Six key social media marketing trends for 2019

It’s the right time now to start planning your social media marketing strategy for 2019. These are the key trends to follow for another successful yea...

View article
How chatbots can help answer customer questions

Chatbots How chatbots can help answer customer questions

2y Jeff Epstein

How chatbots can help answer customer questions

Companies are increasingly using chatbots to answer customer questions and improve CX. Pairing AI with human agents gives customers better, faster ans...

View article
Bots, chatbots, robots, AI! Here’s why knowing the difference could set your company apart

AI & Automation Bots, chatbots, robots, AI! Here’s why knowing the difference could set your company apart

3y Emily Alford

Bots, chatbots, robots, AI! Here’s why knowing the...

Bots, chatbots, robots, and AI are some of the most buzzed words in the industry right now, but even insiders are sometimes unclear on their differenc...

View article
Leading by example, compact content and other insights from Freedman International's Global Marketing Trends study

Strategy & Leadership Leading by example, compact content and other insights from Freedman International's Global Marketing Trends study

3y Mike O'Brien

Leading by example, compact content and other insi...

ClickZ and Freedman International surveyed more than 500 senior global marketers in the U.S. and U.K. to ask them what challenges and opportunities th...

View article
Unlocking email marketing's full potential with the human touch

Email & Automation Unlocking email marketing's full potential with the human touch

3y Mike O'Brien

Unlocking email marketing's full potential with th...

Over the last 40 years, email marketing has evolved from a mass communication channel to one that can be targeted and personalized at scale. With all ...

View article
Meeker's Internet Trends Report: How social media affects customer support

Social Meeker's Internet Trends Report: How social media affects customer support

4y Tereza Litsa

Meeker's Internet Trends Report: How social media ...

The rise of social media has opened up new opportunities for brands to explore a new method of communicating with their customers. Mary Meeker's Inter...

View article
How to measure and optimize customer engagement on any channel

Analyzing Customer Data How to measure and optimize customer engagement on any channel

4y Chris Camps

How to measure and optimize customer engagement on...

‘Customer engagement’ is a concept so nebulous, and so often used, that it’s lost meaning in the marketing world. What is customer engagement, what me...

View article
How chatbots can refine the customer acquisition process

Chatbots How chatbots can refine the customer acquisition process

4y Marcela De Vivo

How chatbots can refine the customer acquisition p...

Today, people have ever-decreasing attention spans and aren’t interested in putting too much effort into becoming consumers. That's what makes chatbot...

View article
How to bring chatbots into your marketing strategy

Chatbots How to bring chatbots into your marketing strategy

4y Marcela De Vivo

How to bring chatbots into your marketing strategy

When used effectively, chatbots can deliver timely, quick support to influence buying decisions, field customer service questions, and maximize target...

View article
Is yours a culture of complaint handling or understanding?

Insights Is yours a culture of complaint handling or understanding?

5y Dale Roberts

Is yours a culture of complaint handling or unders...

This Summer, the UK Financial Conduct Authority (FCA) changed the way banks are required to manage complaints. They have been given more time to resol...

View article
Study says Twitter customer service pays off

More News Study says Twitter customer service pays off

5y Al Roberts

Study says Twitter customer service pays off

Twitter is increasingly focused on the customer service uses of its service, and many brands, like Southwest, are investing heavily in their Twitter c...

View article
Seven ways to future-proof your digital strategy

Asia Seven ways to future-proof your digital strategy

5y Sophie Loras

Seven ways to future-proof your digital strategy

Nurcin Erdogan Loeffler, head of strategy and innovation, Vizeum China, outlines the seven ways businesses can future proof their digital strategies. ...

View article
Twitter adds new customer service features

Community Management Twitter adds new customer service features

5y Al Roberts

Twitter adds new customer service features

Social media has become an increasingly important channel for customer service over the years, and Twitter in particular is one of the social platform...

View article
How can you better answer your customers' questions online?

Ecommerce How can you better answer your customers' questions online?

5y Stuart Kerr

How can you better answer your customers' question...

Most ecommerce professionals will admit that there are ways in which their website user experience can be improved, and in many cases there are some e...

View article
Five reasons why you should invest in social customer service

Community Management Five reasons why you should invest in social customer service

5y Rebecca Sentance

Five reasons why you should invest in social custo...

If you’re a business in 2016, chances are that you’ve invested time and resources into maintaining a social media presence, to promote your bran...

View article
Why are we so bad at social media customer service?

More News Why are we so bad at social media customer service?

5y Matt Owen

Why are we so bad at social media customer service...

While social media marketing campaigns have always grabbed the lion’s share of the headlines, customer service is the area where the real battles for ...

View article
Five ways brands can prepare for a rebound in China's retail sector

Asia Five ways brands can prepare for a rebound in China's retail sector

5y Sophie Loras

Five ways brands can prepare for a rebound in Chin...

PwC is forecasting 2017 as a turning point for the retail and consumer products sector in China and Hong Kong, as the industry grapples with the disru...

View article
1 2 3 6