One of the problems B2B marketers face is being pigeon holed. This is when we sit at our desks and make beautiful spreadsheets into neat categories – categories that often fail to reflect actual complexities in business transactions that involve two- and often three-step distribution. One of the ways around this is to step outside […]
According to the authors, data and analytics allow companies to tap feedback and offer tactics to improve their customer engagement and, therefore, satisfaction. The good news is that B2B companies are gaining the most benefits from this shift because they share data with customers in a way that directly strengthens their relationship. In other words, it is better to give than receive. This MIT 23 report tells you all about it.
Download Deloitte’s third survey of global contact centers representing more than 450 contact centers here. Among other things, the report says that chat and messaging is expected to grow from 6 to 16 percent, and that voice is expected to remain the most prominent channel for customer interaction, but will likely fall. I think we […]