Customers eagerly wait for holiday deals to spend money on the latest products. For example, in the holiday season (Nov 1 – Dec 31) of 2023, U.S. consumers…
We’ve previously talked about how customer experience and engagement methods are changing. CX leaders must adapt to changing customer behavior (increased self-service usage, reliance on social media platforms…
E-commerce is one of the fastest-growing global industries, achieving a global scale of 5.7 trillion in 2024. Given this scale, the industry also has a lot of potential…
Customer loyalty is deeply intertwined with their first experience with a product. For most customers, the first experience is the product and user onboarding process. According to Gitnux,…
Early this year, one of the UK’s premier energy suppliers, Octopus Energy, started using generative AI in their customer service help center. They reported that since incorporating AI,…
Customer intent optimization or buyer’s intent analysis refers to the customer actions or behaviors traditionally used by businesses to identify customers who want to purchase particular products or…
Customers have been demanding faster and more convenient banking solutions for decades. With the rise of digitally native neobanks offering technologically advanced services, the pressure for technological reform…
When people talk about artificial intelligence, they often refer to ChatGPT, Claude, or Gemini. However, the field of artificial intelligence is fairly large, with decades of research behind…
The definition of customer engagement strategy has evolved drastically over the years. Traditionally, it was often seen as a one-way communication channel where businesses would push messages and…
Companies continue to invest in tech and resources, but the struggle to delight customers with exceptional support continues. For the past several years, most organizations have responded to…