The Impact of BOPIS, BOSFS, and BORIS on Retail CX, and the Tech Needed to Effectively Deploy These Services
By Keith Kirkpatrick June 29, 2021
The COVID-19 pandemic served as a both a catalyst and an accelerant for multimodal retail experiences, perhaps best exemplified by the “BO” acronyms: BOPIS (buy online, pickup in-store), BOSFS (buy online, ship from store), and BORIS (buy...
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Using Sentiment Analysis to Improve Telecommunications CX and Identify Cross-Sell and Upsell Opportunities
- By Keith Kirkpatrick June 28, 2021
It is no secret that telecommunications companies, which include wireless phone service providers, Internet service providers, and pay TV providers, have faced significant challenges providing excellent customer service. Due to the sheer breadth of...
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Deploying Tech to Ensure Good CX Amid a Travel & Hospitality Industry Labor Shortage
- By Keith Kirkpatrick June 28, 2021
One of the industries hit hardest by the COVID-19 shutdowns was the hospitality industry, as lockdowns and travel restrictions severely curtailed both business and leisure spending. While many parts of the world have now largely returned to normal,...
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Employee Experience
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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