How to leverage AI, automation to prevent common customer experience challenges

by Ed Durbin — Vice president and general manager of industry strategy for retail and consumer goods, Talkdesk

By blending the precision and scalability of automation with the empathy and creativity of human agents, retailers can remain agile, resilient, and prepared to…

ICX honors 5 Elevate Award winners at 2024 ICX Summit

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

The Interactive Customer Experience Summit announced winners of the 2024 Elevate Awards Tuesday evening during the annual summit in Charlotte, North Carolina.

The retail CX playbook for surviving (and thriving) during the holidays

A guide for brands to implement automated contact center solutions to support seasonal agent workforces.

How Millennials and Gen Z Are Changing the Future of Customer Service

Customer loyalty is changing: Brands need to keep up with and exceed customer expectations more than ever, especially for younger generations. The main…

Talkdesk Introduces New Industry-Specific Solution: Talkdesk Retail Experience Cloud

Talkdesk, a global cloud contact center leader for customer-obsessed companies, introduced Talkdesk Retail Experience Cloud™, the AI-powered customer service…

Blending the Best of Both Worlds: Humanizing Customer Service with the Power of AI

Many customers still prefer to talk to a real person for their customer service needs, even when using online chat systems. With today’s continuing employee…

Vivino and Tuft & Needle share 3 winning strategies to level up customer service in retail

Great service can increase customer loyalty, net promoter score (NPS), customer satisfaction (CSAT), and profitability. But what steps can brands take to…

5 Trending Topics at NRF 2022

Read this recap on NRF 2022 and discover the trending topics that will shape the contact center of the future.

The top 4 contact center KPIs and metrics that retailers need to start tracking

The four contact center KPIs and metrics that retailers must measure to generate higher revenue and drive increased business performance.

Talkdesk Retail Smart Service Brings the Power of AI to Customer Self-Service and Agent Interactions

Intelligently automates common requests and enables contact center agents to deliver more personalized and profitable customer experiences

Managing high call volume in retail during the Cyber-5 period

Contact center volume was up 41% year over year during the 2021 five-day holiday shopping weekend that extended from Thanksgiving through Cyber Monday…

Four ways retail executives are converting contact centers into growth centers

Contact centers represent opportunities for growth in a number of areas; not simply impacting costs, but generating value.