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Consumers Expect Customer Service Agents to Know Their Engagement History

Consumers Expect Customer Service Agents to Know Their Engagement HistoryAround 4 in 10 consumers feel that customer service agents should have a history of their brand interactions online or on the phone. July 23, 2019

An overwhelming majority (95%) of retail customers say they try to resolve an issue online at least some of the time, with two-fifths (42%) trying to resolve their issue online first most of the time. That being said, a new survey [download page] by Radial... READ MORE
Consumers Look to Tech to Improve Their Shopping Experience

Consumers Look to Tech to Improve Their Shopping ExperienceMore than one-third of consumers would be interested in tech which would allow them to try before they buy.July 16, 2019

Consumers are seeing an improved experience due to shopping technologies and innovations for online (80%), in-store (66%) and mobile (63%) shopping. The use of intelligent automation is not slowing down either, per a new report [download page] for the... READ MORE
What Advantage Do Commerce Companies Have Over Amazon?

What Advantage Do Commerce Companies Have Over Amazon?Product knowledge is one area where retailers feel confident. But most feel Amazon has the advantage in other areas including pricing and user experience.July 8, 2019

Six in 10 (61%) global commerce businesses say their current business model is under significant or extreme pressure to adapt to changing market conditions and customer behaviors. Furthermore, according to a new Sitecore and Econsultancy survey [download... READ MORE
How Are Businesses Going About Retaining Their Customers?

How Are Businesses Going About Retaining Their Customers?Preemptive engagement is an effective customer retention tactic across sectors.July 1, 2019

While businesses are always keen to acquire new customers, keeping the ones they have is an expectation for many CMOs. Consequently, a recent study [download page] from Brightback, found that nearly all (97%) of the more than 300 business leaders surveyed... READ MORE
Pay-TV Services Still Lag in Customer Satisfaction

Pay-TV Services Still Lag in Customer SatisfactionMeanwhile, video streaming services continue to garner higher satisfaction rates.June 20, 2019

Video streaming continues to gain a competitive edge on traditional TV. Earlier this year, a study found that more US consumers subscribe to a video streaming service than to pay-TV. Adding fuel to the fire, now a new report [download page] from the American... READ MORE
Are Marketers Meeting the Demands of the Modern Connected Customer?

Are Marketers Meeting the Demands of the Modern Connected Customer?The modern connected customer wants a lot - and marketers are sometimes struggling to deliver. June 17, 2019

The modern connected customer has concerns and demands that, in some ways, are quite different from what they were before the digital era. So are brands confident in how they serve them? Unfortunately, a survey from CMO Council and Worldwide Partners of more... READ MORE

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