Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Optimove

AUGUST 15, 2023

A frictionless user experience. Coca-Cola set a prime example back in 2012 when consumers were relatively new to QR scanning. Scanning the codes unlocked an augmented reality experience, engaging customers with interactive games and exclusive content, fostering a memorable and engaging brand experience.

Brands 52

Brands Marketing 2025 Events 52

Eptica

JANUARY 22, 2016

Three of the five industries that showed improvements were internet-based – ecommerce, social media and online travel – indicating that consumers are embracing the online channel for its convenience, efficiency and price. In store 40% were unhappy with the service they received.

2015 49

2015 E Commerce Customer Service Social Media 49