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How Swisscom lost its “head” to create a unified commerce experie...

Swisscom was struggling to get new offerings to market fast and the overall customer experience was becoming fragmented. Since they had used a full stack commerce platform, their heavy back-end systems were slowing down customer-facing front-end innovation.

How Ecommerce can become Carriers’ ‘Secret WeaponR...

With increasing expectations for always-on internet and mobile services, many carriers are struggling on the frontend with customer experience. All the interactions — in-store, chatbot, email, phone, text, website, app, messenger service, Facebook — must be unified and personalized. Nearly seven out of 10 carriers believe this will be the single most important factor in customer loyalty.

8 Tips for Mobile Customer Service Usability

Mobile customer service is too important to overlook considering 63% of US adults use mobile to access customer support several times each month, and 90% have had poor experiences.

The Importance of Omnichannel Customer Service

There's much ado about integrated, omnichannel shopping experiences, from responsive design to integrated inventory, buy online pick up in store servi...

Financial Services: CX as a Strategic Priority

When it comes to digital strategy, customer experience is top-of-mind in the Financial Services and Insurance (FSI) industry. Research by Econsulta...

4 Ways to Make Site Search More Contextual

Ecommerce site search is a critical touchpoint in a customer's purchase journey. Those who use search have something specific in mind, and a failure o...

Ecommerce Links: June 2014

It's that time again - enjoy these choice cuts of ecommerce goodness from around the Web. Invesp shares examples of A/B tests that destroy myths ...

The Ethics of Ecommerce in the Age of Context

Contextual technology has arrived and there’s no turning back. The ecosystem of mobile devices (including wearable tech), Bluetooth Low Energy and a h...

Ecommerce Links: September 2013

It's the beginning of another month, time to recap of some of the major happenings affecting marketers in September: Google turned 15 and announced...

Breaking Glass: Reflections on Google Glass, Breaking Bad and The...

This post is contributed by our own Lisa Walker, ecommerce strategist focused on emerging business trends and technology at Elastic Path. As ever-i...

7 Deadly Site Search Sins

Revenue per visitor is greatly affected by your site search usability and precision. Are you making any of these mistakes? 1. Ignoring mobile So...

Why, Why Not and How to Use Facebook Log In

Using Facebook credentials for registering and logging in to websites makes life easy for today's impatient and password-overloaded users. But accordi...

Checkout-less Commerce: Amex Lets You Pay With a #Hashtag

Until now, Twitter-commerce was only possible through referral links, with conversion rates somewhere around 0.5%. But Amex has come up with an innova...

Why Are Telecoms Dead Last in Email Effectiveness?

In the Email Tracking Report 2012, the DMA asked consumers "who does email well?" and ranked results by sectors. Telco finished dead last, behind fina...

Excuse Me: When Is It OK to Interrupt With Pop-ups?

Pop-ups have long been the bane of web advertising, but many news outlets, blogs and retailers have been using them (with success) for getting email a...

Email and Social Habits of Holiday Shoppers [Research]

Email marketing software provider Yesmail Interactive conducted an interesting study, combining a consumer survey on general and holiday shopping habi...

2 Killer Examples of App-Like Email Campaigns

We've seen trends come and stay in email marketing, from 'forward-to-a-friend' to personalization to animated gifs and embedded video. But this one is...