The state of omni-channel in 2017
New research from the USA shows that shoppers are now almost evenly split on whether they shop online or in stores. The research was recently...
What’s the first thing you do when you have a problem with almost any product nowadays? Do you go online to try and solve the problem yourself?
In this post, Helen Murray looks at 2 important aspects of customer service that all customer experience managers need to think about as customers naturally shift towards a preference to self-serve.