Top five customer engagement trends of 2022
On its face, a 98 percent open rate is a pretty incredible stat. It’s no wonder more and more businesses are using SMS to reach their customers. But just because your customers are seeing your messaging,
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Three Trends Transforming CX In 2021
In 2020, digital customer acquisition and retention strategies took a front seat to accommodate for the meteoric rise in e-commerce. As we turn our eyes to what 2021 holds, brands must increasingly rely on digital strategies to keep pace with the new business landscape.
AI brings promise and peril to customer relations management
Artificial intelligence is proving to be most valuable when it is applied to rote, predictable functions. At first blush, this may not sound like an ideal fit for customer relations management (CRM), but keeping customers happy requires a lot of tedious work.
The difference between CX and DX and why they matter in ecommerce
We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.
Dos and don’ts for chatbots and virtual assistants
Despite initial hesitancy when they were first introduced, nowadays, on average, people really love their virtual assistants. So much so that, every year quite a few customers ask Amazon Alexa / Siri / Google Assistant / Cortana to marry them!