omnichannel

September 20, 2016

COLLABORATION

Customer Care and the Connected Digital Experience

Cisco's next-generation software for contact centers is now available. Connected Digital Experience allows you to deliver contextual, continuous, and capability-rich journeys for your customers.

Live #CiscoChat June 22nd – Creating a Mobile and In-Store Personalized Shopping Experience for Today’s Digital Cons …

“Over the last five years we have witnessed a radical shift in shopper behavior fueled by the seismic impacts of mobile and social.” That’s how Piers Fawkes, founder of leading edge research firm PSFK introduces his latest report: The Future of Retail. Indeed, the way consumers shop is changing in all sorts of ways. Whether they’re in-store, at […]

Video Provides a Fresh Approach to Retail

The key to retail success is understanding the shopping journey, and video can play an important part in that process. Sandra Acham talked to me this week as she wrote a blog about how video supports a comprehensive approach to understanding customer behavior (read the blog). The thing is that today’s retail customers don’t think […]

March 21, 2016

COLLABORATION

Video Provides a Fresh Approach to Retail

The real work of retailers is building a trustful and relevant relationship, creating a series of positive interactions with shoppers, and ultimately selling merchandise. Employee engagement is critical to both the customer experience and retail success. The interactions that take place before, during, and after a sale, whether online or in a physical store, set top retailers apart.

January 7, 2016

FINANCIAL SERVICES

Five Strategic Insurance Business Imperatives for 2016

“One of these days the ground will drop out from beneath your feet One of these days your heart will stop and play its final beat One...

December 18, 2015

RETAIL AND HOSPITALITY

Security Steps to Take in the Holiday Season – and Beyond

Retail companies face a landscape filled with growing and increasingly complex threats. And the financial impact of these breaches is soaring. There are obvious financial incentives for attacking retailers because they typically don’t spend as much on security as financial institutions or government organizations, so they’ve become easy targets in recent years. According to Gartner, […]

December 16, 2015

COLLABORATION

5 Predictions for Customer Care in 2016, and Beyond

Who likes Tomorrowland? Some people go to the futuristic part of Disney’s theme parks for the rides. The rides are certainly fun, but I go because it makes me think of the future. Perhaps that’s why people post so many predictions blogs every December: We like to dream about possibilities. In my role, I have […]

November 23, 2015

RETAIL AND HOSPITALITY

Take the Chaos Out of Holiday Shopping and Increase Sales By 50%

‘Tis the season for bold and forward-thinking retailers to try new things! Excitement is building as many innovative retailers focus on areas to make the holiday shopping experience better for...

November 18, 2015

RETAIL AND HOSPITALITY

#CiscoChat Recap: Where Shopping Experience Meets the New Digital Customer

In my first #CiscoChat I hosted together with Anabelle Pinto, we were joined by Gaurav Pant and Sahir Anand from EKN Research to share their perspective and...