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The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. According to research by McKinsey, “most Gen Z consumers don’t even think + Read More
The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer + Read More
Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, + Read More
As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get + Read More
Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions + Read More
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk + Read More
Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak + Read More
Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and however it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). + Read More
In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. True omnichannel platforms give agents visibility + Read More
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There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring + Read More
Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people + Read More
Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check + Read More
It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift + Read More
Agent: “How can I help?” You: “Well, it’s a long story…” Have you ever uttered these words when you’ve got in touch, yet again, to + Read More