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Five tips for understanding the multichannel shopper

Traits retailers should know to attract and retain shoppers across channels.

Why Facebook’s ‘Buy’ button polarises opinion

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

How IVR can still become a self-service success with your customers

Telephone self-service has earned a bad reputation. But it can still come good.

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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