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Category: Customer Service

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IP Report: Shaping Choices in the Digital World

To succeed in winning the loyalty of 21st-century customers, retailers need a holistic, enterprise-wide, "outside-in" approach connecting the capabilities of the front, middle, and back offices so that customer centricity can become the focus of the entire business.

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KPMG Changing the paradigm on customer centricity Moving beyond omnichannel

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Everlasting dilemma: labor a cost or people an asset

Customer Service Trends

The Digital Tipping Point Retail: report reveals online shopping will reach 53% by 2028

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The New Rules of Customer Engagement: Key Trends From Salesforce’s 2019 Global Research

Customer Service Design Trends

Deloitte: The consumer is changing, but perhaps not how you think