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Better Customer Satisfaction Through AI-Enabled CRM
May 22, 2019
You don't have to be entrenched in the tech world to have heard the term, "artificial intelligence," but what is artificial intelligence, or AI, as it's commonly known? Simply put, AI is the simulation of human intelligence processes performed by machines or computer systems. Nowadays, AI is being used to carry out many jobs previously held by humans, but there's no need to panic.
US Mobile: Another Bait-and-Switch Disappointment
May 16, 2019
I just dumped US Mobile after less than four months, setting a new speed record for hitting my tolerance-for-b.s. ceiling. I'd had high hopes for this relatively new mobile virtual network operator, but it turns out I chose poorly. Switching wireless service providers is one of those things I don't relish doing, but every few years I find that I'm in a one-way relationship with my carrier.
Walmart Enters High-Stakes Next-Day Delivery Game
May 15, 2019
Walmart has announced free one-day delivery for 220,000 of its most-frequently purchased items. The service will be available first in Phoenix and Las Vegas, because "these locations are major metro markets served by our fulfillment center in Southern California ... where we expect strong customer adoption of our NextDay delivery offering," a Walmart spokesperson said.
Online Shopping Gets Real: The Rise of Interactive Product Visualization
May 13, 2019
The shopper's desire to touch, feel, see and hear is what interactive product visualization is all about. In a world dominated by digital interfaces, interactive product visualization gives consumers the opportunity to experience, see, and understand products before buying them. Interactive product visualization brings products closer to the people interested in purchasing them.
Google, Microsoft In Step in New Era
May 13, 2019
Apple, Google and Microsoft are three very powerful companies. Two of them had big events last week -- Google I/O and Microsoft Build. What I found interesting was that both Google and Microsoft largely were on the same page about focusing on the customer. Both Google and Microsoft have been making massive advancements with AI. Both have increased their efforts to make the world a better place.
The Vital Role of Customer Service in the Sharing Economy
May 8, 2019
By 2022, the sharing economy is expected to double, reaching $40 Billion. Pioneers such as Airbnb and Uber are now global titans, taking in billions of dollars per year. From sharing furniture to sharing clothing, every industry seems to be trying to make its way into the lucrative sharing business. With the market becoming more saturated with products, how do companies differentiate themselves?
5 Ways to Personalize B2B E-Commerce
April 29, 2019
For B2B sellers, keeping pace with customer expectations is anything but easy. Accustomed to the simplicity and convenience that has become common across B2C transactions, buyers expect more from B2B sellers than ever before. Make the most of a growing B2B e-commerce market by considering the unique needs and preferences of each customer. Avoid funneling customers into a complicated buyer journey.
How a Route Planner Can Streamline E-Commerce Operations
April 27, 2019
With jam-packed delivery schedules, driver shortages, and impatient millennials who refuse to wait three days for their goods, it's clear that running an e-commerce company is not an easy walk in the park. It seems the "Amazon effect" is only growing stronger and stronger. Retail e-commerce sales are projected to surpass $735 billion in 2023. With this growth, naturally, come several challenges.
How Customer Expectations Contribute to Fraud and Losses
April 25, 2019
Contemporary online retail enables faster, smoother and more profitable interactions between consumers and merchants. Individuals can shop and make purchases at any time, from any location, with the help of the devices resting in their pockets. Plus, with innovations like same-day shipping, IoT-connected devices, and much more, it's never been easier to be a consumer.
New Apriva Partnerships Promise Mobile Shopping Innovations
April 24, 2019
Apriva has announced partnerships with AveriGo and Vagabond to offer innovative mobile shopping and payment solutions. Apriva offers an adaptive platform for secure mobile communications and omnichannel payments. Both its new partners are in the vending and F&B service industries. AveriGo offers the Averiware business platform. Vagabond offers technologies for the convenience services industry.
E-Commerce Branding in the Time of Amazon
April 23, 2019
I recently made two major additions to my life -- a second dog and a lake house. On weekends, I need to transport all my stuff and my two dogs to the lake, so I decided to upgrade my SUV to a larger model with an additional row of seats and more cargo space. When I began looking around at available models, I was stunned. The amount of competition in the SUV marketplace is astounding.
NICE InContact Packs CXone With Tons of AI Features
April 19, 2019
NICE inContact has released the Spring 2019 version of its CXone cloud-based contact center software, with multiple AI-powered updates for smarter customer and agent engagement, plus enhanced CRM integrations. NICE inContact CXone "is the most complete, unified, and intelligent cloud contact center platform available in the market," said company spokesperson Cheryl Andrus.
Managing Sales Tax Complexities in Merchandise Returns
April 17, 2019
As the world has become increasingly digital, the retail industry has gone through tremendous transformation. To survive in the competitive landscape and keep up with evolving customer preferences, merchants have had to adapt and learn how to deliver the seamless omnichannel experience that shoppers expect. Delivering that efficiency and convenience comes with challenging operational intricacies.
The Rise of Headless Commerce
April 15, 2019
"Headless commerce" has become an e-commerce buzzword lately, but how can brands use it to their advantage? "In its most basic terms, 'headless commerce' refers to the decoupling of a website's presentation layer -- the front end -- from its commerce and business logic/function layer -- the back end," said Meghan Stabler, vice president of product marketing at BigCommerce.
SEO: How Important Is It to Make the First Page?
April 12, 2019
In a recent E-Commerce Times poll, only 4.32 percent of respondents said there was always enough information on the first page of search results to meet their needs. By comparison, 14.05 percent said they found the first-page search results were rigged and limited by algorithmic highlights. More than one quarter, 25.41 percent, said even if the first page provided enough, they wanted to see more.
What Sellers Are Missing From CRM
April 11, 2019
As the B2B buyer continues to evolve, B2B sellers have more solutions than ever in their technology stacks. From CRM, sales content and asset management, to sales enablement, LMS and more, these technologies have been adopted in order to stay ahead of the changing behavior of prospects. The adopter of these solutions hopes to drive individual sales while increasing the team's productivity.
10 Steps to Create a Seamless Omnichannel Business
April 9, 2019
During the last year, longstanding brick-and-mortar retailer chains such as Toys "R" Us, Payless, and Diesel USA have filed for bankruptcy. Failures like these happen despite the fact that U.S. consumer spending currently is high, and the unemployment rate is low. Why is that? We cannot address this topic without first taking a good look at Amazon and the massive power it represents.
Walmart Lets Customers Use Google Assistant to Voice-Order Groceries
April 3, 2019
Walmart has launched a limited beta of Walmart Voice Order, which lets consumers order groceries by voice using Google Assistant. The service can be used with a number of devices: tablets, watches and TV sets running Android 6.0+; smartphones running Android 5.0+; iOS 10.0+ devices; Google Home; and more. "This announcement is huge," said Ray Wang, principal analyst at Constellation Research.
Extreme Customer Experience
April 2, 2019
CRM guru Samson Lee has a new idea about customer experience. I don't know that I agree with it, but Lee has a way of making you question your assumptions and possibly change your viewpoint. Lee describes extreme experience as the inevitable pain you have to go through to reach nirvana -- that is, get the product or service you want from the vendor you want.
Retail Tech for Millennials
April 2, 2019
It's time to get strategic about winning over Gen Y. Members of the millennial generation were born roughly between 1980 and 2000. They're the largest age cohort in human history, making up about 25 percent of the entire global population. When they're mentioned in headlines, however, the news sounds bad for business: They're broke. They're self-obsessed. They're definitely not buying your stuff.
Using the Contact Center to Help Build Brand Loyalty
March 29, 2019
In 2018, 8.8 percent of all retail sales globally, totaling more than $2 trillion, were made online. As the total number of online purchases grows, a compelling case can be made that e-commerce customers expect to receive support that is as good as or even better than those who purchase the very same products in a store. In person, it is very easy to verify the proper set-up and operation.
How to Reinvent E-Commerce Personalization in 2019
March 28, 2019
You'd be hard pressed to find a tactic more capable of winning and losing customers than personalization. In the past, bad personalization has cost businesses three-quarters of a trillion dollars. In the future, smart personalization could enable businesses to boost their profits by up to 15 percent. Today, personalization is everywhere -- in B2B, B2C, e-commerce, SaaS -- the list goes on.
Is Your Contact Center Ruining Your CX?
March 27, 2019
While CRM software is a vital tool, CRM itself is really a discipline: It's the cultivation of the customer relationship and the management of customer data to create better experiences for the customer and to generate better results for the business. The CRM application doesn't exist on its own in many organizations -- or in many vendors' suites of products, for that matter.
Apple Wants Its Credit Card in Your Digital Wallet
March 27, 2019
Apple has announced a virtual credit card built into the wallet app on iPhones. Apple Card sports a number of features aimed at helping consumers lead a healthier financial life. "With our hardware, software and services, we think that Apple is uniquely positioned to make the most significant change in the credit card experience in 50 years," said Apple CEO Tim Cook.
AI-Powered Inventory Management: A Make-or-Break Tool for Retailers
March 22, 2019
Retail is facing battles on all fronts. Up against Amazon's streamlined operations on one side, and a higher demand for flawless customer service and experience on the other, it's either think or sink for many. However, AI has thrown some early adopters a lifeline. As Amazon has proven with its stranglehold on the retail industry, online shopping is unquestionably the future.
Oracle MCX
March 21, 2019
Oracle held its Modern Customer Experience conference in Las Vegas this week, and it was eye-opening. This is the fourth MCX conference and an important milestone for a company that came to the cloud later than its competition. No doubt about it, Oracle has done much in a short time to develop and deploy its customer experience vision, so it is now possible and fair to critique the company's progress.
Boosting E-Commerce Sales Through Storytelling
March 18, 2019
Storytelling is a central part of e-commerce marketing, and it's vital that brands both know their own stories and understand how to tell them. Everything from brand loyalty to purchasing decisions relies on a company having an engaging and well-told story. "Facts tell, but stories sell," remarked Samantha Reynolds, president of Echo Storytelling Agency. "We decide what to buy based on emotion."
From Virtual to Value: Building Meaningful Experiences With Gamification
March 15, 2019
Amid shifting consumer habits and the digitization of everything, the retail landscape has undergone significant transformations over the past decade, and it continues to evolve as quickly as ever. These transformations bring about a slew of challenges and opportunities for retailers to improve the overall shopping experience. One technique for increasing engagement is gamification.
Millennial CRM
March 13, 2019
Trying to do business without also having a modern CRM system is like walking around naked. You can do it, at least for a little while, but people will begin to think you're weird -- and the trouble is, those people are all potential customers. CRM is essential today because, despite our reverence for the free market, it's really more like free markets -- plural.
A Lesson From Amazon: Alternative Revenue Streams Work
March 11, 2019
There's a reason that Amazon's stock skyrocketed 28 percent in 2018, a notable outlier amid the broader market trends. The behemoth retailer is bolstered by a few key differentiators when stacked against the competition -- but let's backtrack for a moment to examine the state of the current online marketplace. In truth, there's an expectation in the market that buying online is cheaper.
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Rakuten Super Logistics
Is "too much screen time" really a problem?
Yes -- smartphone addiction is ruining relationships.
Yes -- but primarily due to parents' failure to regulate kids' use.
Possibly -- long-term effects on health are not yet known.
Not really -- lack of self-discipline and good judgement are the problems.
No -- angst over "screen time" is just the latest overreaction to technology.
No -- what matters is the quality of content, not the time spent viewing it.