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Tag: customer experience (CX)
Black Friday is what happens when the dangerous mixture of anxiety and excitement are blended in a retail test tube. Although we might think that we know what is going to happen, the result is almost never as predictable as we would like it to be; with the risk that it might all blow up always a possibility. Each year in the build-up to the day, both consumers and suppliers deal with the fact that things can go horribly wrong.
With the Black Friday shopping frenzy around the corner, the digital economy this year is expected to receive an enormous boost as many people will want to avoid crowds and take their shopping online. After a difficult year marked by severe disruptions and decreased demand, businesses will also be relying on this period to make up for losses due to the pandemic.
In the early 1980s, adventure games such as The Hobbit were the beginning of interactive entertainment on basic 8-bit computers, where the player could choose the narrative of the game by selecting their preferred options for completing the adventure course at each stage.
Retailers are transforming their digital capabilities to attract new customers and stay competitive in a rapidly evolving industry. The global pandemic has shown us the importance of being able to quickly shift with changes in the environment, for example, enabling contactless payments, supporting a remote workforce, and pivoting to entirely new business models.
Technology has permeated all facets of business. Today, it has become less about the bits and bytes and more about unlocking the efficiency of processes, improving the customer experience, and better understanding data to deliver on the company strategy.
SAP supports organisations by transforming their data management capabilities through the deployment of its market-leading HANA platform. In a time of ongoing disruption and uncertainty, the ability to access insights into your organisation and the environment in which it operates can mean the difference between growth and stagnation.
As technology evolves, people are not only comfortable with a digital environment but have also embraced an always on-mobile lifestyle. They now demand a seamless customer experience from their service providers across all engagement channels.
The ongoing COVID-19 pandemic that is pushing businesses to rapidly reinvent the way they operate is an additional driving force for the uptake of Contact Centre as a Service (CCaaS) in South Africa, putting the future of the traditional contact centre model under considerable pressure.
Almost a year into the global COVID-19 pandemic, most organisations have settled into new, more digital ways of working and collaborating. Even though the crisis is not yet behind us, businesses should seize this chance to evaluate their performance through a new lens – and to reshape themselves into more resilient, flexible and productive organisations.
In a time when customer service delivery reigns supreme, many organisations are faced with multiple obstacles in getting their standards and interaction back to pre-COVID-19 levels. Communication and more specifically telephony systems have also been critical.