omnichannel

Cisco has recently announced the End of Sales of Cisco Remote Expert Manager/Remote Expert Cobrowse. In this blog, we’ll take a look at Video Advisor from Eudata® — a third party solution which is a valid alternative to a typical Remote Expert Mobile on-premise case. Business overview Th…

The Solution presented in this article is the winner of the Cisco & Google Cloud Challenge contest in 2018 – achieved with Bucher & Suter and Expertflow: Cisco Customer Care, now Cisco Customer Journey Solutions (CJS), is by definition the best architecture to ride and support the cur…

A Salesforce survey from 2017 indicated that “64% of marketing leaders said that their company has become more focused on providing a consistent experience across every channel as a result of changing customer expectations”. The employee experience is the cornerstone. Human interaction matters now—a…

The retail landscape continues to see disruption from changing consumer behaviors, and online disruptors, such as Amazon. Over 3,500 stores are expected to close this year and we are seeing decrease in store foot traffic of close to 6 percent per year. Visits to shopping malls went down 50 percent.…

“58% of business leaders are investing in either new digital products, services and digital channels to reach new customers in new ways.” – Boston Retail Partners Most of us know that change in any aspect of our lives can be daunting and takes time. However, we also know that change is not onl…

One of my favorite hobbies is trying out the latest new technologies and services.   I have an Amazon Echo and Google Home (patiently waiting on Cortana from Microsoft).  I ride-share, home-share, and even bike-share. For me, combining my work in digital transformation with retail and other consumer…

Customer interaction is getting personal. As a consumer, I want the best possible service I can get. In just the last few years, I have seen service move from being a phone call with a representative to interactive voice response (IVR) systems to email or live online chat. These are great alternativ…

In the aftermath of Thanksgiving, it’s easy to think the holiday season is about crazed crowds and Black Friday pricing. But retailers aren’t just competing on price. They know that it’s the in-store experience that brings customers back. And digital transformation is providing new ways for retailer…

Whew! Black Friday and Cyber Monday came and went quickly this year! With these two biggest annual shopping days coming earlier every year and more and more consumers taking advantage of outstanding online shopping opportunities, we decided to host a #CiscoChat just for those of you in the retail in…