Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping …
Read More »
Big Data brings unquestionable value to any organization. But as it continues to grow in volume, more sources and increased storage capacity needs grow with it, taxing the performance of existing infrastructures. But you don’t have to be stuck in such a dismal place. Make the trip to Data Lake …
Read More »
Most B2B companies say the customer experience is a priority, but their teams are not prepared or coordinated enough to make this a reality. It starts with strong alignment between customer success and marketing. This partnership has the power to unlock the true potential of your customers: genuine advocacy that …
Read More »
Across industries and business operating models, companies believe they are generally doing a good job serving their customers and that they are doing better than their competitors. Is executives’ optimism based on capabilities or wishful thinking? Companies are in various stages of maturity in providing advanced, modern customer service, which …
Read More »
What is the most important asset for your company? The people. We all know this by now. Your employees are what makes your business function. What is the most important asset of your sales channel? The people. But this time, they are not your employees, they are your customers. Let us …
Read More »
According to David Sleeth-Keppler of Strategic Business Insights: “The future of retail will center on a race among companies to beat competitors during the unfolding of the consumer decision process.” The idea of preemptive distribution involves a company’s inserting product-and-service options into the decision process so that consumers will simply …
Read More »
Mobile hasn’t just made it easier to do the things we always did. It has changed the nature of our activity and our understanding of what the brand / consumer relationship looks like As 2016 approaches, we’re long past needing to point out how totally the smartphone has changed our lives. But …
Read More »
In every industry today, businesses feel a fierce urgency to become customer-centric. They want to know what they can do to preserve and expand existing customer relationships and attract the best new customers. They are looking to business intelligence (BI), analytics, and supporting big data, data warehousing, and customer data …
Read More »
Millennial career stage differential The female millennial – women born between 1980 and 1995 – represent a significant and growing portion of the global talent pool. We recognise that the experience of a 34-year-old millennial woman with 12 years’ work experience and an established career will be very different to …
Read More »
Organisations across the world are using international mobility experiences to develop future leaders and advance the careers of key talent. Yet despite unprecedented demand, women currently only account for 20% of international assignees. To investigate such disconnects and help organisations address them, PwC has conducted research that brings together …
Read More »
Central Hub A HUB FOR THE NEW ERA OF WORKPLACE