Gen Z isn’t going to sit on hold for an agent. But emerging technologies and increasing channel diversity are changing the face of traditional contact centres — which has the potential to dramatically improve the customer experience.
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New Deloitte research shows merchants in this country are still dragging their heels on omnichannel customer experience (CX). Sears Canada is one retailer ready and willing to do what it takes to catch up to customer expectations.
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IT managers have less control over acquiring and utilizing customer experience technologies than they might think (or than they perhaps enjoyed in the past) , says a Gartner analyst. Here’s how they can make their voices heard on CX decisions.
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