Seen and heard at NRF: Retailers eye opportunities in 2023, even amid uncertainty
1to1 Media
by Elizabeth Glagowski
3d ago
It was clear to anyone who walked into the Javits Center in New York City earlier this month for the National Retail Federation (NRF) Big Show: Trade shows are back. With tens of thousands in attendance, people were ready to mingle, talk strategy, showcase their products, and sample the latest cutting-edge technology. Here are just a few highlights from the four-day event. Lowe’s Chairman and CEO Marvin Ellison at the NRF Big Show 2023Celebrating a visionary Lowe’s Chairman and CEO Marvin Ellison received the Visionary Award at the NRF Foundation Honors ceremony. The award, presented to a ..read more
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Digital engagement and employee experience are brands’ top priorities for 2023
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by Cara Rosner
1M ago
It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?” Among the 457 people who responded, employee engagement and digital engagement got the largest shares of votes at 37% each. Lowering costs is also on people’s minds, with 26% naming that their top priority – up from 10% the previous year. Cost concerns are a gro ..read more
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Customers are your ‘ace in the hole’ during uncertain times
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by Elizabeth Glagowski
2M ago
After years of immense growth, there are signs of economic headwinds across industries, with higher interest rates, stock market declines, pandemic challenges, labor shortages, global political instability, and more. Firms are becoming more risk-averse and deliberate in their spending plans through the end of the year. Any investments need to have guaranteed results.   So how can companies continue to grow when times are tight? The secret is obvious: double-down on customer experience.   Positively managing current customers in uncertain economic times can represent easy growth ..read more
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It’s time to Be REAL about CX leadership
1to1 Media
by Cara Rosner
3M ago
The customer experience landscape is always changing, but one constant remains: the need for an energized and engaged workforce. Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. For Shelly Swanback, who joined TTEC Engage as CEO in May, creating a culture of empowerment isn’t just part of her job – it’s a passion. She brings to her role more than 30 years of experience establishing and scaling innovative businesses. Most notably, she launched and built Accenture Digital into a global digital transformation powerhou ..read more
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3 ways conversational messaging compounds CX growth for banks
1to1 Media
by Brian Spinner
4M ago
The landscape of retail banking is rapidly changing. Physical banks are closing and the age of virtual banking is here. It is a change brought on by upstart fintech firms, forced by the global pandemic, and demanded by consumers. It is causing banks and financial services firms to adapt to a whole new way to provide personalized services. Consumers still want authentic relationships with their banks, a personal connection even as they prefer to connect digitally. Voice is a legacy service and chat bots a recent digital innovation, both allowing banks to provide session focused engagements. But ..read more
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Want to reach more customers? Start (or get better at) texting them
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by Cara Rosner
5M ago
Text messaging is quickly becoming customers’ preferred way of connecting with brands because it’s fast, easy, and convenient. But new research shows customers don’t just want to receive messages from brands, they want to be able to text back and have two-way communication, which presents new opportunities and challenges. In 2022, 70% of consumers opted in to receive texts from businesses, according to SimpleTexting’s 2022 Texting & SMS Marketing Report, yet just 55% of business owners and digital marketers texted their customers. While that second figure marks a 27% jump in SMS adopt ..read more
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3 ways to (finally) realize AI’s full potential
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by Guest: Brian Martis
6M ago
Artificial intelligence (AI) has been around for decades but its promises – a deeper understanding of customer intent, and better and faster experiences for customers and associates alike – continue to go largely unrealized. In the experience economy, where consumers are drawn to brands as much for the experiences they offer as their products and services, AI has the potential to transform customer experience (CX), remove friction from customer journeys, and enable the personalized experiences consumers want. In reality, though, it falls short. Despite all of AI’s hype and promise, CSAT for ch ..read more
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Customer intent is a treasure trove of actionable data hiding in plain sight
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by Judith Aquino
6M ago
Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. The companies that understand customer intent—the purpose or reason behind a customer’s behavior—are better positioned to give customers want they want and outperform competitors. Insights into what customers want and need are more important than ever as the economy and market conditions change. Businesses are eager to unlock insights that can help them adapt to change and reengage cus ..read more
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3 ways retailers are combatting holiday season challenges this summer
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by Judith Aquino
7M ago
Summer may be just around the corner, but retailers are already preparing for the biggest shopping period of the year – the winter holiday season. While supply chain issues, labor shortages, inflation, and a potential COVID-19 resurgence continue to complicate operations and business decisions, companies are charging ahead with plans for a busy season. Here’s what retailers are doing to get ahead of numerous challenges and maximize the holidays. Personalized customer support Today’s consumers shop across a variety of channels, platforms, and devices. To stand out during the competitive holiday ..read more
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Forrester CX conference recap: Digital-first falls flat, virtual employees cultivate culture
1to1 Media
by Judith Aquino
7M ago
This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022, which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. With executives searching for answers, the event focused on providing insight and tactics to help customer experience leaders understand more about what customers and employees want and how to deliver quality interactions in t ..read more
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