Water utility Severn Trent is on an ongoing journey to overhaul the way it keeps in touch with customers, with WhatsApp emerging as the contact channel of choice.
Digital growth slips at Macy's as CEO asks what's the difference between 'essential' and 'non-essential' retail?
Don't shut my stores! Macy's CEO Jeff Gennette's plea around essential and non-essential retail as digital growth slows down in the third quarter.
Salesforce data finds new tech becomes top priority for financial services sector as COVID drives consumer behavior shift
The shift to digital and online in the financial services industry is being driven by consumer antipathy to handling money.
Target hits the Holidays season with $6.5 billion in digital sales to date this year - and the busiest online quarter to come
Target got its omni-channel transformation act in gear a long time ago - and it's paying off in spades on the back of the COVID crisis.
Putting digital transformation to the pandemic test - how Casey's convenience stores delivered for its customers
Readers know I'm not infatuated with the lofty phrases of "customer experience." But making a difference for customers in a world turned upside down - I'm up for that story anytime. Casey's convenience stores faced the pandemic economy head on, with the help of partners like SAP CX.
European budget airline easyJet has suffered its first loss in its history as a result of the COVID-19 pandemic, but the company is continuing to invest in digital customer channels.
COVID and the contact center - how eBay's biggest re-commerce seller musicMagpie has become more efficient during the crisis
musicMagpie is an e-commerce success story, but the onset of COVID brought fresh challenges to how the firm ran its contact center operation. In the event, the crisis has in fact changed a lot for the better.
Zendesk report highlights need to be agile and adapt to changing customer needs
How Marks & Spencer plans to double down on digital to compete with online pureplays and survive the COVID crisis
M&S is a UK retail heritage brand that's had its omni-channel transformational ups and downs in recent years, but there's an added vim in the air as it doubles down on digital to get through the COVID crisis.
Will consumers provide the holiday spending surge retailers need? Oracle on three top challenges retailers must address
There is considerable debate on whether this holiday shopping season will be the boost retailers sorely need, or a corona-bust. Oracle recently published data that shows what consumers now expect. Behind the numbers, Oracle's Mike Webster shares three issues retailers must tackle.
Black Friday 2020 will likely be the biggest ever for e-commerce. Zendesk's Scott Morris outlines how retailers should prepare to support customers
Salesforce Revenue Cloud rebundles B2B commerce, Q2C and PRM to power RevOps and plug finance into the customer lifecycle
Enterprises have much more complicated branding challenges than a typical startup. But can enterprises learn from startups about the power of focused messaging? At Buffer and Wistia's Built to Last audio conference, we explored the possibilities.