omni-channel

The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. A survey by the Aberdeen Group indicates that 60% of contact centers are using 7 or more systems to interact with customers. When these applications aren’t integrated…

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud com…

Technologist and network architects alike are leading companies into a new digital frontier directed by technology-enabled platforms. These platforms are very powerful as they can enable a new ecosystem for business models, customer engagement and value creation. In Accenture’s recent Technology Vis…

It’s exciting to watch the explosive growth of mobile and hyper local based services. Mobile location based services and marketing is rapidly becoming BIG business, with an estimated $4.5B of mobile advertising being location based (rising to over $10B by 2017). Let’s look at some of the funda…

Digital Marketing Executives, trade press and specialist companies gathered in New York this week for the latest ClickZ Live NYCevent. Location, location, location…!!! A very clear trend visible here is how location had become a key part of the digital marketing language. It was part of the Ke…

SES ( soon to be called ClickZ) hosted a Digital Marketing Conference in Jakarta this week which is the meeting point for digital marketing and advertising professionals in the AP region. Here the  latest mobile marketing trends, best practices, new technologies have been discussed and presented, in…

NRF 2014 was held last week at the Javits Centre in New York City. It’s the biggest retail event of the year where vendors show off the future of the industry to all the delegates both using inspiring key notes and exciting demos on the Expo floors. 2014 and beyond: It wasn’t too hard to…

This is the final installment of a series on how retailers can address the challenges of becoming an omnichannel business. I’d like to wrap up by talking about a deceptively simple stumbling block – accepting that being an omnichannel seller changes how people work.  I spend much of my time talking…