Connected customers are customers that love your brand. They buy from you again and again, they spend more on your website, and they serve as brand advocates within their networks. The connected customer is eager to engage across multiple channels and devices. In the online marketplace, the connected customer provides the straightest path to success, paying dividends across the entire customer lifecycle.

Tuesday, Jan 23, 2018

The implementation of voice commerce in supermarkets has hit the headlines of late as the rise of artificial intelligence (AI) technology begins to revolutionize even the most mundane moments of our everyday lives. While automation in the grocery sector is still at an early stage, a new battle is starting between major supermarkets and this technology will be on the front lines.

The hybrid store: where online and offline meet

LivePerson research finds 24% of shoppers completed all of their purchases on a smartphone or tablet

Thursday, Nov 30, 2017

It seems every year we learn that Cyber Weekend — the five-day period between Thanksgiving and Cyber Monday — drives astronomical sales. This year, revenue drawn from shopping on smartphones also saw a record-breaking 39.2% YoY growth. According to the National Retail Federation, 63% of smartphone owners used their mobile devices to make holiday purchasing decisions, and 29% used their phones to make actual purchases.

As banking goes digital, many young consumers would leave their bank for a tech giant

Thursday, Sep 14, 2017

Banking was once centered around the physical branch, which customers had to physically visit for deposits, withdrawals, and basically any banking activity. But with the evolution of banking to digital, is the branch even relevant any more, and will banks -- as increasingly “virtualized” digital entities -- face new challenges, for example from giants in the tech world.  

Friday, Sep 1, 2017

In 2017, bots are finally becoming widely seen, though rarely successful, in commercial deployments. Brands, in droves, are implementing AI and chatbot technologies in customer care operations. This chatbot revival, however, has unfortunate shades of the “virtual agents” of the 1990s, which were by all accounts (and I used many of them) a massive disappointment, with failure rates over 90%.

Thursday, Jul 20, 2017

Customer service professionals undoubtedly deal with difficult people and situations daily. As they work to help customers solve issues, they might be met with a sincere “thank you” or what could constitute as verbal harassment.

While consumers like it, they have some lingering mistrust about its accuracy

Monday, Jul 10, 2017

Amazon’s “Prime Day” is the company’s answer to Black Friday and Cyber Monday, when Amazon offers discounts and puts items on sale that are not typically discounted. It started in 2015, and the coming Prime Day, on July 11, will be its third year of existence. 

This year’s big push is for “voice commerce” — that is, getting consumers to place orders via Alexa. Amazon is offering special deals and larger savings to consumers who place orders via voice command with Alexa.

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