Historically, customer experience (CX) has been a responsibility of the marketing team to improve sales, service, and commerce. However, retail teams now recognize that a superior CX requires collaboration across all departments towards a common goal of customer obsession. This involves leveraging advanced technology and data, as well as having a knowledgeable gatekeeper with a […]
Read →
Few conversations make marketing leaders more uneasy than defending a martech budget to the CFO. Marketing talks about engagement, MQLs and brand lift. Finance talks about payback periods, cost of capital and margin. When the two sides don’t share a language, technology investments look like discretionary spending, and they’re the first line items cut when […]
Read →
Our study focused on mature firms and customer-obsessed organizations, highlighting their strategic approaches to leveraging omnichannel strategies for sustainable growth. Here are a couple takeaways:• Personalization emerges as a key driver of successful customer communications, with a strong emphasis on tailored experiences.• While third-party channels remain popular, there is an opportunity to leverage first-party data […]
Read →
eMarketer estimates that ecommerce sales during the 2016 holiday season will increase 13% over last year, accounting for 20% of the industry’s annual sales revenue. More than half of those purchases will happen via mobile devices. This eBook outlines 5 tips for taking your customer engagement strategy to the next level this holiday season, to […]
Read →
Today’s digital customers are engaging with companies on multiple channels from an array of devices and expect a seamless experience with fast resolution. Although businesses are fully aware of new channel trends, many are not addressing customers’ needs and top frustrations. This infographic provides a glimpse of the global insights gathered in Ovum’s research report […]
Read →
Today’s multi-device, digital customers have higher expectations for customer service and are more empowered to change providers when they are dissatisfied. As such, businesses need to do more to meet customer needs across channels and provide fast resolution to improve loyalty. This report will help companies understand the relationship between support interactions, channels, and improving […]
Read →
Looking at collective BoldChat customer data, the 3rd edition of the Live Chat Performance Benchmarks report highlights statistics related to live chat usage, including new findings related to comparisons between desktop visitors and mobile visitors. Using the aggregated metrics of thousands of customers, this report will give new and existing live chat users benchmarks in […]
Read →
ICMI and BoldChat by LogMeIn joined forces to help you connect to the trends and best practices that are shaping the customer experience landscape. This MarketPulse will provide contact center leaders with insights and best practices on how to improve the effectiveness of your contact center in preparing for and engaging customers during peak, seasonal […]
Read →
This report highlights how shopper’s growing use of mobile devices is changing the retail landscape and demonstrates the business value of designing a consumer-oriented mobile strategy with a focus on the key activities required to achieve success.
Read →
Companies using live chat as part of their customer interactions enjoy superior results than those that don’t. These results span cost reduction, revenue growth, and most importantly, customer satisfaction. This report highlights the performance gains enjoyed by companies using live chat as a key part of their customer interactions. It also illustrates how savvy live […]
Read →
Mobile devices as shopping tools aren’t a trend; they’re the norm. When it comes to engaging with retailers, consumers are overwhelmingly choosing to go mobile. They are shifting their purchases, inquiries, and browsing habits from their laptops and desktops to their smartphones and tablets. And, they are making this massive device shift with high expectations […]
Read →
Contact centers today often resemble the eye of the storm – with employees bearing the brunt of it. As consumers become even more attached to their smartphones, tablets, and digital accessories, contact center agents must interact with customers who are more connected, more distracted, and more demanding than ever, expecting immediate solutions to their needs. […]
Read →
The reality for contact centres today is that the line between ‘sales’ and ‘support’ is becoming more and more ambiguous; a support interaction can easily end with a sale just as a sales engagement can easily turn into a support interaction. Based on a primary research effort with more than three hundred companies using live […]
Read →