Customers these days demand quick interaction via the channel of their choice. But how can companies transform their businesses to become centers of customer experience (CX) excellence when there are so many moving parts and uncomfortable levels of economic uncertainty? The answer is – they can’t afford not to.
Turnover is a challenge in frontline positions across all industries: retail, call centers, and the like.
If you haven’t heard, voice-driven interactions are the next big thing. Voice search usage trends tell us it’s true.
Yesterday was the first NFL Sunday, but a former player was on many marketers’ minds. Nike’s #JustDoIt campaign put the leader of the
CX, particularly for a brand such as Tesla, needs to catch up with the user experience of operating these art-and-science vehicles.
Marchex today released a series of reports that measure the call-handling performance of hotel and cruise brands. By analyzing 5.8 million calls to 13 hotel brands and 84,000 calls to four cruise lines, the Marchex Institute identified key call handling challenges the industries are facing, resulting in lost sales opportunities and negative customer experiences.
In our recent study, we surveyed consumers and retailers to find out where the industry is meeting and missing the mark with shoppers.
Telemarketing remains a robust channel along the customer journey. And while many marketing thought leaders seem to think that inbound
Robocalls are in the crosshairs. Among a lawsuit’s defendants are Royal Caribbean Cruises, LTD, Carnival Corporation and PLC and NCL