customerexperience

September 14, 2020

DIGITIZATION

How artificial intelligence helps boost customer retention and loyalty

What your customers want The days of tolerating bad service are gone. Long wait times, unprepared agents, being transferred multiple times to the “right” department, and then repeating ourselves over and over again, are just a few examples of how a company can lose our business even if we’ve been a lifelong…

May 12, 2020

RETAIL

Understanding retail’s pressing digital needs in the age of the new normal

As retail organizations battle lockdowns in different parts of the world due to the coronavirus, Forrester estimates that the industry will suffer a loss of US$2.1 trillion globally in 2020. In Asia Pacific alone, revenues are expected to fall by US$767 billion, a 10 percent decline over 2019 figures.…