Futurum’s lead analyst Shelly Kramer explores FedEx and Microsoft’s latest announcement: a new cross-platform logistics solution for e-commerce. She also offers insight on how this logistics-as-a-service offering will change the retail industry.
4 Technologies Driving the Future of Customer Experience
Customer experience. I am sure you’ve discussed improving your CX at least once this year—and if you haven’t you probably should. The truth is, 2018 is the year of the customer experience and customer satisfaction. Why? According to Salesforce, 75 percent of consumers expect a consistent experience wherever they engage and 87 percent of consumers think brands need to do …
Real-Time Feedback and Gamification Drive CX in the Call Center
I have a friend who worked in a call center for quite a while early in her career. Call centers are not for the faint of heart, I assure you. Center employees bear the brunt of the stress, anger, and frustration of customers but rarely have the authority to do much about it. Wait too long to give positive feedback to a …
Simplify Customer Data Acquisition, Improve Customer Experience!
The customer experience (CX) is increasingly driving business success worldwide. With customers able to share their experiences online in real time, companies in every sector—from retail to healthcare—are realizing CX has the ability to make or break a reputation, and to do it even faster than ever before. Not buying it? Consider this: Research from Forrester shows that in 2016, …