Retently

OCTOBER 11, 2024

Retently as a Top QA Tool for Ecommerce and Retail 2. Loris AI 4. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. Loris AI Loris.ai is an AI platform that offers real-time guidance to customer service teams during interactions. MaestroQA 6.

Retail 137

Retail Scorecard Sentiment Analysis Customer Service 137

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. It uses NLP and AI to extract insights, detect sentiment, and identify common customer issues, trends, and opportunities for improvement.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 78

Retail AI Customer Experience E-commerce 78

Retently

AUGUST 15, 2024

In this article, we’ll dive into the best CSAT tools available for ecommerce and retail businesses. Whether you’re a small online store or a large retail chain, finding the right CSAT platform can be a game-changer. But why is CSAT so important for Ecommerce and Retail? Let’s get started!

Retail 109

Retail Customer Satisfaction NPS Customer Feedback 109

Aquire

AUGUST 27, 2021

Shopping has always been seriously big business – with total global retail sales reaching $26.29 Yet, the actual retail experience has changed radically from just a generation ago. Fast forward to today, however, and technological advancements in the retail industry have opened up a whole new world of possibilities.

Retail 98

Retail Technology Technology AI 98

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. The retail market is insanely competitive today. Where and how they take place has changed, of course.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Retail 111

Retail CX NPS Touchpoint 111

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. Lets take an example- Suppose a customer named Kim is shopping for a smartphone from an online retailer.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience? 3 ways to use AI customer experience.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. Here are some of the ways AI-powered chatbots impact customer service for companies.

AI 98

AI Customer Service Compliance Contact Center 98

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. Here are some of the ways AI-powered chatbots impact customer service for companies.

AI 98

AI Customer Service Compliance Contact Center 98

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile! But how do you measure that happiness?

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? It’s an environment where shoppers feel understood and valued at every touchpoint. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Retently

NOVEMBER 13, 2024

This is why Customer Experience has become the heart of online retail success. Retailers using VFR technology report significant benefits, including an increase in average order value, higher conversion rates, and reduced return rates. This growth is also fueled by retailers who recognize the power of VFRs to attract and retain buyers.

CX 147

CX Retail Social Media Artificial Intelligence 147

Experience Investigators

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Using AI for Customer Persona Development You dont have to build your customer personas alone. Be sure to listen for untold customer feedback , too.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

TeamSupport

APRIL 15, 2021

To simplify the customer experience, many companies are using big data, chatbots , and AI recommendations. It enables you to create touchpoints that never existed before. Phygital’ Retail Space. It leverages the best elements from the digital retail experience like speed, immediacy, and immersion. Here’s how: 1.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

CommBox

JUNE 17, 2024

Retailers must provide exceptional customer experiences to stay ahead of competitors and surpass consumer expectations. By integrating AI technologies such as CommBox’s AI-driven platform, retailers can transform the retail customer experience. How can they achieve this?

Retail 52

Retail Customer Experience Omnichannel AI 52

Fonolo

JANUARY 22, 2019

With more than 50% of companies already using chatbots, and 80% of businesses wanting chatbots by 2020 ( says Oracle ), bots have been, and will be, rapidly transforming the customer service and customer experience landscape, especially in retail. With advancements in AI, there is much to learn. Challenges. The Future.

Retail 93

Retail Contact Center Artificial Intelligence Social Media 93

SurveySensum

APRIL 28, 2025

A VoC program helps businesses analyze customer feedback across different touchpoints – website, support, in-store visits, mobile app, and more – to identify pain points and fix them before they drive customers away. Take, for instance, a retail store like IKEA, where customers will find it difficult to locate products.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. With AI, you can get answers to most of your “why” questions. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Fonolo

DECEMBER 13, 2018

While many of us are gearing up to slow down and spend quality time with family and friends, retail companies are bracing themselves for the clamor and chaos of the holiday season. Live chats can use AI to answer basic questions from customers. Social Media as a Contact Center Touchpoint. On-Board Temporary Support.

Customer Service 113

Customer Service Contact Center Artificial Intelligence Social Media 113

Zendesk

MARCH 7, 2022

It was not long ago that buzzwords like AI, automation and omnichannel struck a similar chord. AI & Automation. AI, chatbots, and buzzwords. Automation in conversational channels is often the first touchpoint for customers, and characteristic of modern customer support experiences. Jump to a section.

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

SurveySensum

APRIL 7, 2025

With ready-to-use survey templates , AI-powered insights, and customizable surveys, it makes gathering and analyzing data quick and easy. Ease-of-Use Creating surveys is effortless with SurveySensum’s AI-enabled survey builder. But Is SurveyMonkey Worth It? Heres how SurveySensum performs better than SurveyMonkey in key areas.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Fonolo

DECEMBER 11, 2018

Other industries, such as travel, retail, and shipping, were also identified in this report. Social Media as a Contact Center Touchpoint. Artificial Intelligence (AI): Hero or Villain? The study also revealed the industries with the most significant hold-time offenders: Telecommunications. Government. Travel/Accommodations.

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. That’s where conversational artificial intelligence (AI) and automation can help. AI Adoption in Healthcare. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Zendesk

FEBRUARY 22, 2023

This is where omnichannel retail comes in. This increasingly vital retail customer experience helps customers communicate with businesses on the channel of their choice and allows for connected conversations. In this guide, learn more about omnichannel retailing, its benefits, upcoming trends, and how to craft an omnichannel strategy.

Omnichannel 52

Omnichannel Retail Social Media Customer Journey Map 52

Intercom

DECEMBER 10, 2021

While the National Retail Federation predicts holiday spending in 2021 will be the highest on record, 77% of shoppers surveyed worry they’ll have issues buying gifts online this year. However, despite a push from retailers to shop early, only 14% of consumers report they are mostly done with their holiday shopping. “On-time

E-commerce 97

E-commerce Retail Touchpoint Manufacturing 97

CommBox

JUNE 30, 2024

Now, you might be wondering what is behind “customer obsession” and how AI chatbots play a role in helping your business to achieve this successfully. Read our latest article and explore the concept of AI chatbots and how they can help create an exceptional customer experience. Are You Customer Centric?

E-commerce 52

E-commerce AI Social Media Touchpoint 52

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust? Case in point: Spirit Airlines AI transformation.

CX 94

CX AI CX Transformation Artificial Intelligence 94

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Decathlon, a renowned sporting goods retailer, excels in this area. Imagine – You enter a retail clothing store to buy t-shirts.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Decathlon, a renowned sporting goods retailer, excels in this area. Imagine – You enter a retail clothing store to buy t-shirts.

Retail 52

Retail Customer Experience Sports Touchpoint 52

Zendesk

MARCH 2, 2023

The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Execs In The Know

MARCH 4, 2022

While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Today’s consumers engage with businesses through a growing number of channels, creating a complex web of customer touchpoints.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Zendesk

JANUARY 17, 2023

Within the retail space, it’s not just about meeting your shoppers where they are, keeping up with their expectations, or providing a seamless experience. It’s more than that,” Zendesk’s Amanda Awad, Retail Industry Solutions Expert, explained. “To Walmart is going all-in on this phygital strategy.

Retail 52

Retail Social Media Customer Experience Entertainment 52

Aquire

JANUARY 24, 2022

According to research , the global conversational AI market size is expected to grow from $4.8 In a 2019 CIO Survey, respondents identified chatbots as the main AI-based application used in their enterprises. By 2023, the banking, retail, and healthcare sectors will save 2.5 How does your CX strategy stack up? Gartner ).

Real Estate 98

Real Estate Healthcare AI Artificial Intelligence 98

Fonolo

JANUARY 17, 2019

At a healthy 75 years’ old, the Scandinavian born-and-bred brand has well surpassed middle-age and earned its place among retail royalty, continuing to thrive and expand its utilitarian-while-whimsical offerings into the online world. Social Media as a Contact Center Touchpoint. Artificial Intelligence (AI): Hero or Villain?

Customer Experience 111

Customer Experience Contact Center Social Media Retail 111

Fonolo

APRIL 6, 2020

At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI.

Contact Center 108

Contact Center Social Media Invoicing Hospitality 108