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From chatbots and call centers to interactive voice response and social media, customer support teams are on the frontline of every brand. They play a pivotal role in delighting customers post purchase, while also mitigating negative interactions that can have long-term impact on the business. In fact, U.S. companies lose an estimated $62 billion each […]
Digital Experiences, from Instagram to Uber and from DoorDash to Spotify, are now an essential part of our lives. As the Digital Experience Economy has matured, it has become ever more vital for brands to continually stay ahead of both the consumer and their competition in order to stay relevant in an ever-changing marketplace. In […]
Over the last ten years, an explosion in bandwidth, advances in technology, and availability of smart devices have led to a wildly changing digital landscape. Where once we owned CDs and DVDs; now we subscribe to Spotify and Netflix. Merchandise purchased onsite at big-box retailers; now arrives in our homes and offices from Amazon. We […]
Last week we hosted over 130 experimenters at Optimizely HQ in San Francisco for our first live event of the year. We were lucky enough to be joined by two brands — Airbnb and Uber — that have fundamentally changed the way we travel and get around today: Panelists Jami Schwartz, Head of Marketing, Airbnb for […]
In an era where customers expect more from their interactions with companies than ever before, taking an iterative approach to experimentation can help digital-first leaders and their organizations gain a competitive edge. Continuous experimentation on all aspects of their product and customer experiences enables companies to constantly shape those experiences based on feedback and real […]
Traditional brick-and-mortar retail stores are closing at a record pace thanks to what many are calling the ‘Amazon Effect’. The online retail giant has pushed the limits of what is possible when it comes to customer experience; delivering frictionless, fast, and personalized online shopping on a gargantuan scale. Much of what drives Amazon’s success is […]
Significant advances in technology are transforming how we live, work, and interact with one another. They are disrupting the status quo, shaking industries to their cores, and causing companies to reevaluate long-standing business strategies – especially when it comes to the customer experience. As digital communication channels continue to evolve and customer expectations continue to […]
