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Jan 27, 2015
Customer Experience
Mobile Channel
Omni-Channel

Millennials, Live Chat and Mobile: 3 Components for Omni-Channel Success

Omni-channel – the ultimate in customer experience delivery. No need to explain what it is anymore. Retailers are familiar with the “big picture” of omni-channel. Now let’s take a closer look inside the world of omni-channel engagement.

There are 3 important ingredients that must go together to make the omni-channel recipe work:

Jan 20, 2015
Customer Experience
mCommerce
Mobile Channel
Omni-Channel
Retail
TouchStore

As Holiday Sales Surge, Mobile Shopping Continues to Grow as a Factor for Retail

by Bernard Louvat, TouchCommerce CEO

In light of an improving US economy, American retailers had a robust 2014 holiday season. Amid generally strong Christmas sales, a remarkable trend is the continued growth of mobile devices as drivers of holiday buying.

Jan 13, 2015
Customer Experience
Dynamic Targeting Engine
Omni-Channel
Online Engagement

Beyond Mad Men: Marketing in an Omni-Channel World

by Marina Kalika, Product Marketing Director, TouchCommerce

Gone are the days of 1960’s Don Draper, where marketing consisted of the traditional advertising channels of TV, radio, or magazines. Now, consumers are challenging marketers to get in front of them on a growing variety of channels that creates the whole spectrum of an omni-channel world. And enterprises have a much larger list of competitors from which they must stand apart. How are they making that possible? How are marketers getting their companies noticed?
Jan 7, 2015
Customer Experience
Omni-Channel
Online Engagement

Six Behaviors of an Omni-Channel Customer

In today's retail environment, the buzz word is "omni-channel", where a business provides a seamless customer experience on all channels their customers use, as if each touchpoint is part of one whole interaction with the customer.

Although the customer's expectations are the same across the board, regardless of what channel, customer behavior is different for each channel. The interaction you provide should be adjusted accordingly, while keeping the same level of personalization and knowledge of customer data.
Dec 30, 2014
mCommerce
Mobile Channel
Omni-Channel

What Smartphone Users Will Look Like in 2015

Short and simple: the smartphone user's whole life will be connected to their device. 

In addition to the plethora of apps to make life easier, the GPS capabilities, and - oh yes - the telephone function, smartphones now will have two other aspects that will change the way we live - and shop.
Dec 23, 2014
Customer Experience
Customer Service
Omni-Channel

‘Tis the Season for Shopping … and Traveling

In the world of commerce, the holiday shopping season lassos our attention to the huge gains retail will make during this time of year. Everywhere you look, there are stories on Black Friday, Small Business Saturday, Cyber Monday, and the whole shopping season in general. Certainly, it is the season for giving – and shopping for those gifts to give. But, there’s another venue of commerce that experiences enormous growth throughout the holidays – the travel and hospitality industry. 
Dec 18, 2014
Customer Experience
Customer Service
eCommerce
mCommerce
Omni-Channel
Retail

Cyber Monday Data Showing Smart Phones Becoming the Retailer’s Friends

by George Skaff, TouchCommerce CMO

The early returns for the holiday shopping season are in. Retail analysts are not overly impressed with sales volumes overall, but an intriguing picture is emerging, not so much about what consumers are buying or how much, but of how they are going about it. Shopping, to a record-setting degree, is becoming a mobile phenomenon.
Dec 10, 2014
Agent Reporting Interface
Online Engagement
TouchCommerce

The Power of Contact Center Agent Reporting

Contact center management teams monitor agent progress using an agent reporting interface. It should provide a real-time view of program and agent performance, which enables management to diagnose issues and reach out to agents for coaching on a regular basis. Agent reporting acts as a powerful and effective tool for your customer engagement strategies.
Dec 3, 2014
Conversion
Customer Experience
eCommerce
mCommerce
Omni-Channel
Online Engagement
Retail

6 Reasons Online Customers Abandon Shopping Carts

It’s Holiday Shopping Palooza time, and your retail site is bombarded with gift-hungry shoppers. That’s a good thing – but only if those shoppers actually convert. With the increase in site visitors comes an increase in shopping cart abandoners. It’s a natural part of the shopping experience, but as a retailer, you want to capture these shoppers before they leave. In order to do this, you need to understand some of the reasons they may leave their shopping carts behind.
Nov 26, 2014
eCommerce
Mobile Channel
Omni-Channel
Online Engagement

What's so great about Cyber Monday?

​Black Friday is the favorite kick starter for the holiday shopping season, but Cyber Monday's popularity is gaining more ground each year. IBS World reports that we should expect a record double-digit growth of 15% in Cyber Monday sales this year, and more than half of holiday shoppers plan to do some shopping online.

Take a look at this infographic describing the Cyber Monday shopper.