The benefits and risks of channel pivoting

The benefits and risks of channel pivoting

Knowing where to best communicate with your customers is essential in running a successful business. But keeping up can be difficult given customers tend to move across devices and channels such as phone, email, chat, mobile apps, SMS, IVR, social media, video chat...
Meeting expectations at the right channels

Meeting expectations at the right channels

Meeting expectations at the right channels Key findings about customer expectations and preferred communication channels Customers want frictionless transactions and proactive customer care across all touchpoints. In this CX-driven era, businesses can’t be complacent...