omnichannel

A service desk chatbot feeds on data. The more data you feed it, the more it can do—increasing value for…

Part of our Omnichannel ITSM series. Good service desk strategy doesn’t happen by accident. You need to think about how you are…

If you start with the right approach and the right technology, it’s easy to create an efficient and effective omnichannel…

Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational…

Research from EMA shows 7% of IT people don’t make a distinction between Virtual Agents and AI bots—but there are…

Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver….

What’s the difference between an omnichannel service desk and a multichannel service desk? “Omnichannel” and “multichannel” are often used interchangeably. But…

IT customers’ expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service…

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….

The retail year of 2016 is kicking off with a bang as the industry’s biggest fair, NRF, hosted in New…

IFS’s Global Industry Director for the retail sector, Ulf Tillander, predicts how three key trends will be impacting the industry…

Retailers that manage to offer a seamless shopping experience will stand strong, but keeping up with the pace of change…