Technology

50% of U.S. consumers abandon online shopping due to long, complicated checkout process

SparkCentral By Hootsuite

Hootsuite VP explains its expansion to social customer care via Sparkcentral acquisition

Only 17% of organizations have a dedicated CX team with executive ownership

Khoros buys Topbox to combine customer engagement tools with omnichannel analytics

in-store retail experiences 2021

How retail in-store customer experiences will evolve in 2021 and beyond

65% of consumers cite safety protocols as a loyalty driver, with ‘scheduling’ close behind

79% of CX leaders say agents are working as well or better at home than in the contact center

Zoomin self-service CX

Zoomin CEO explains how ‘the most boring content’ can help companies improve their CX

customer fluent

Why brands need to move from being customer-literate to customer fluency

Burning Man creative lead has advice for event producers bringing in-person experiences online