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Beyond Cost-Cutting
Automated tools deliver on customer service and leverage operational efficiencies
Retailers are putting an increased emphasis and value on how and when they use their workforce. And in doing so, they are on the right path, according to research from The Wharton School. The study found the associate payroll was the most important factor in determining revenue. A mere additional dollar (properly applied) on labor could reap rewards of $4 to $28 in return.
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IBM experiments with new Customer Service Lab
ARMONK, N.Y. — IBM has opened its Customer Experience Lab in New York with the goal of helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies.
IBM scientists and business consultants will co-create with clients to deliver systems that learn and personalize the experiences of each individual customer, identify patterns, preferences and create context from Big Data, and drive scale economics.