Zendesk Launches Conversational Commerce Capabilities
By Keith Kirkpatrick May 12, 2023
Zendesk Inc. announced Conversational Commerce capabilities designed to allow brands to connect with shoppers directly from within a message-based conversation. Launched May 10 at the company’s Relate customer event, the new Conversational...
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New Research from ACSI, Simplr, Cyara, Conversica, and Emarsys
By Alex Gaw February 9, 2023
Recent CX surveys and research studies shed light on citizen satisfaction with government, consumer experience with chatbots, retail experience, and more.
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Balancing Efficiency Against Human Interaction in Restaurants
- By Keith Kirkpatrick January 31, 2023
Restaurants have been at the forefront of customer-facing technology innovation in the past few years, with some pandemic tactics here to stay.
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Providing Flexible Product Returns While Limiting Fraud Opportunities
- By Keith Kirkpatrick January 10, 2023
Customers have myriad options to purchase products, at both physical stores and online. To entice customers to purchase from their organizations, many stores will provide hassle-free product returns, with relatively lenient criteria for accepting a...
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Phygital Experiences to Drive CX in 2023 and Beyond
- By Keith Kirkpatrick December 30, 2022
In just a few years, omnichannel engagement strategies have morphed from a nascent concept to becoming table stakes for most consumer-facing organizations. Largely driven by the shift to digital communication channels, such as SMS, webchat, and...
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Managing Menu Hacks to Ensure Efficiency and Good CX
- By Keith Kirkpatrick November 1, 2022
One of the key differentiators being used by fast food restaurants is the ability to customize orders, beyond simply asking for additional condiments. ”Menu hacks” like ordering items not on the menu, finding better deals by ordering a base...
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US Retailers Hesitate to Hire More People for Busy Holiday Season
- By Alex Gaw October 26, 2022
American retailers remain reluctant to hire more workers for the holidays during the busiest time of the year for stores in the face of deepening economic uncertainty, but the shortage in staffing can also be attributed to a growing lack of...
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Managing In-Store Ambience to Support Good CX
- By Keith Kirkpatrick July 13, 2022
In late June, a Bank of America analyst report accused homewares retailer Bed, Bath & Beyond of turning off the air conditioning in its stores to help cut utility costs as the retailer grapples with a significant drop in sales. Bank of America...
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Using Tech and Physical Design to Meet Customer Priorities
- By Keith Kirkpatrick June 21, 2022
Taco Bell announced earlier this month that it opened the first of its “Taco Bell Defy” stores in Brooklyn Park, Minnesota, which incorporates automated and other innovative technologies designed to speed up and improve the customer’s...
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ISC-CX Opens in Brazil to Support Latin America Businesses
- By Alex Gaw June 7, 2022
ISC-CX, a key provider of CX programs worldwide for more than 20 years and an active presence in the Latin American market in the past decade, is opening an office in Brazil to further strengthen its global capabilities. The new office in Brazil...
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Declining Retail Sales Should Not Mean Abandoning CX Efforts
- By Keith Kirkpatrick May 19, 2022
Rising inflation and supply chain issues appear to have hit two major retailers hard this earnings season, with two bellwethers missing Wall Street’s earnings forecasts, plunging each company’s stock price downward on May 18. Target reported a...
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We Are Working – Really!
- By Keith Kirkpatrick May 17, 2022
New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...
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