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Connecting with Customers in a Competitive Marketplace: Spotlight on Australia

The declining performance of department stores and the growth in eCommerce have seen retailers realise exactly how critical customer engagement across multiple channels really is. With 32% of Australian consumers now spending as much online, as they do in store – according to the Connecting with Customers Report commissioned by LivePerson – retailers are starting to realise just how important a multi-channel customer strategy is to survival.

Bringing the In-Branch Experience to Online Banking

Until recently, there has been an incomparable element to the in-branch experience—friendly, knowledgeable staff who understand my social cues, serve me quickly, or pull me aside for a more in depth sit-down discussion, addressing all of my c