Top features

Meet your brand's new boss: The customer

Today’s customers are in charge of your company, so get your customer-centric self-service priorities right
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Five tips for understanding the multichannel shopper

Traits retailers should know to attract and retain shoppers across channels.
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Why Facebook’s ‘Buy’ button polarises opinion

Are we about to witness the new dawn of social shopping or just another ecommerce platform?
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Editor's note

Some reports estimate that by the end of the decade, self-service could account for as much as 40% of customer service engagements...

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