Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” As we head into 2020, no one would bat an eyelid at this statement. Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance.
As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. However, effective use of customer data offers a significant competitive advantage. This data, gleaned from social media, web visits, call logs, and other sources, can help you improve customer experience (CX) and maximize the value delivered. For example, retailers can provide personalized offers, reduce customer churn, and handle issues proactively.
Achieving this data-centric approach to CX may sound quixotic. However, the reality is that big data is working in the retail industry, and gleaning insights from how other brands have already put it into practice can start you on your own big data journey.
The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts.
It’s that time of year again, the holidays are creeping in, and before you know it frantic shoppers will be soaking up those Black Friday and Cyber Monday deals; soon enough everyone will be in shop till you drop mode. Whether you’re purchasing for your first cousin twice removed, or your Rolex wearing manager, the holiday season usually requires a great deal of customer service support. With so many people in the same boat, at the same time, it’s important that businesses have the necessary life preservers to make it out of the holiday season alive. Even retailers that staff up during the holiday season need a little help keeping pace, especially as the demand for ecommerce grows.
It’s that time of the year when Americans feast on food and spend on shopping! Thanksgiving is around the corner and with that comes Black Friday and Cyber Monday. Black Friday is generally considered the first day of the holiday shopping season, when stores start their special discounts, and Cyber Monday is the online shopping equivalent. With last year’s record-breaking online sales and more than 
