The long road to virtual reality Virtual reality (VR) creates a virtual environment in which a user can interact with objects similar to those in the real world, providing a fully-immersive experience. In today’s parlance, VR generally refers to a …
Tag: Customer Experience
Process Mining for Transformation Gold
The high cost of business process complexity As complex IT ecosystems have become the norm due to mergers and acquisitions, constantly evolving technology, and regulatory environments, critical business processes invariably span multiple technology systems. These disjointed technology silos make it …
Your High CSAT May Not Equal Customer Loyalty
Steve McKinney, Practice Director, Service Management, AST LLC
Posted in CX Cloud, Knowledge Base, Oracle, Retail
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Retail’s death greatly exaggerated The last few years have seen a bevy of high-profile retailers either go bankrupt or close stores across the country, raising concern that brick-and-mortar retailers are doomed. Just this year (January through August 10), roughly 4,379 …
Tagged with: Brick and Mortar, Cloud, CSAT, Customer Experience, Customer Loyalty, Customer Satisfaction, CX, Retail, Survey
B2B Catching the Ecommerce Craze
Rajarshi Purwar, Group Vice President, CX
Posted in CPQ, CX Cloud, Knowledge Base, Marketing Cloud, Oracle, Sales Cloud, Service Cloud
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B2B companies lag behind B2C companies when it comes to ecommerce, even though experts agree that the B2B ecommerce market dwarfs that of B2C in terms of potential revenue. Salient differences between the B2B and B2C worlds are largely responsible …
Customers Demand Omni-channel Excellence
Dharmasagar Sirsi, Sr. Principal Consultant
Posted in CX Cloud, Knowledge Base, Sales Cloud, Service Cloud
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Black Friday, Cyber Monday by the numbers Traditionally two of the biggest shopping days of the year, Black Friday and Cyber Monday, November 24th and 26th, did not disappoint in 2017. Shoppers opened their wallets, setting records in online purchases …
Tagged with: Cloud, Consumer, Customer, Customer Experience, CX, Disruption, Omni-channel, Oracle, Retail, Shopper, Technology
