Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

OpinionLab

NOVEMBER 9, 2016

Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. But delivering a seamless and rewarding omnichannel CX is challenging. Omnichannel CX is getting increasingly popular. Omnichannel CX increases revenue.

Omni-Channel 110

Omni-Channel Strategy Abandon Rate Retail 110

Martin Hill-Wilson

JUNE 8, 2015

So back to the question of multi-channel adoption, how are customers doing? After years of faithful marriage to phone based interactions, consumers have become slightly stir crazy judging by their uptake of all things digital. This makes web based self help the current top digital channel.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! Where We Are Really At In Omni-Channel , by Martin Hill-Wilson. Self service content is often not in a language the consumer can understand.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Vonage

MARCH 26, 2018

In fact NVM’s most recent consumer survey reports just 13% of consumers feel this way about the brands they engage with. Without them an organisation risks falling behind in terms of what modern consumers expect from brand engagement. But it’s not so easy for organisations to achieve this quality of relationship. Both are vital.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Beyond Philosophy

NOVEMBER 18, 2014

If you find that your company is oriented on the product or the functions of the various departments, you need to address the orientation first to get the channels in sync. Is each channel a separate entity, or are they integrated? Those that don’t often have one channel they use and that’s it.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Storyminers

MAY 16, 2016

our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. How can digital be implemented in traditional industries/retailers to improve consumer journeys/experiences?

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. That stunning stat demonstrates why brick-and-mortar retailers need to pursue an omnichannel strategy. Brick-and-mortar is making a comeback , but many retailers struggle to drive sales.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Retently

MARCH 18, 2019

Moreover, this was a 6% increase from 2015. Consumers love Starbucks – even more since the company implemented its rewards program. The offering in question also needs to be fast and convenient, so that they save consumers time and effort. Besides that, these companies acknowledge the importance of omni-channel support.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In today’s Omni channel world, companies often struggle to deliver a seamless customer experience. This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,)

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? If you're thinking about reducing customer effort, one of the most impactful ways to do so is to take a look at your omnichannel experience. Don't confuse that with multichannel or any of the other "xx-channel" terms.

Omni-Channel 80

Omni-Channel Customer Experience Customer Journeys Retail 80

Joe Rawlinson

JUNE 1, 2016

In 2015, 47 percent of U.S. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar of customer expectations. Omni-Channel Support Options. billion in 2015 to $27.05 Personalization. billion in 2016.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Kustomer

NOVEMBER 10, 2021

Kustomer also releases data study with findings on how to improve speed and quality of customer service through omnichannel chatbot engagement. The report found 90% of US consumers surveyed expect contacting customer service to be easier and faster, and 67% said they have stopped doing business with a company due to slow customer service.

Chatbots 88

Chatbots Omni-Channel Self Service Multi-Channel 88

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

NICE inContact

JULY 13, 2016

Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. We will discuss the customer experience equation and its importance in becoming a customer value leader, and explore: How to embrace and support consumer expectations for omnichannel interactions.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Kustomer

NOVEMBER 30, 2020

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. They want effortless and seamless customer service across all communications and social channels.

Customer Service 135

Customer Service Brands Omni-Channel Advertising 135

OpinionLab

NOVEMBER 9, 2016

Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. But delivering a seamless and rewarding omnichannel CX is challenging. Omnichannel CX is getting increasingly popular. Omnichannel CX increases revenue.

Omni-Channel 60

Omni-Channel Strategy Abandon Rate Retail 60

Win the Customer

DECEMBER 15, 2015

At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015. Advanced how-to content.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

ijgolding

NOVEMBER 12, 2015

Vodafone is clearly NOT adopting an omni channel approach. In light of this, we’re zero-rating calls and texts from there back to the UK from 4 November 2015 until the stranded customers have been flown home, or the situation changes or develops. Is the industry doing good things that consumers are just not aware of?

Industry 120

Industry Omni-Channel Customer Experience Social Media 120

Kustomer

OCTOBER 19, 2020

Brands on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer omnichannel CRM platform. Kustomer’s CRM is the first true omnichannel customer service platform, purpose-built for brands that want to deliver hyper-personalized customer experiences at scale.

Customer Service 105

Customer Service CRM Omni-Channel e-support 105

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. out of 100 – in January 2013 it was 78.2.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Comm100

MARCH 4, 2021

It’s time for omnichannel. In fact, it was the highest CSAT score recorded in our annual benchmark reports since its launch in 2015. While there are many reasons for this, one that is at the heart of it is their ever-increasing embrace of omnichannel customer engagement. Predictions and best practices for 2021.

Data 132

Data Omni-Channel Effort Score Report 132

Vonage

OCTOBER 2, 2017

Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship. Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Vonage

JULY 31, 2017

Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship. Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. How can businesses adapt to consumer needs? Connecting with the “human network”.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Kustomer

DECEMBER 4, 2019

At a time when consumers want intelligent, personalized attention, the most forward-looking companies are turning to Kustomer to help them exceed expectations,” said CEO and Co-Founder Brad Birnbaum. Founded in 2015, Kustomer empowers businesses to succeed in today’s customer-first world. About Kustomer.

Customer Service 86

Customer Service Omni-Channel CRM Exceptional Customer Service 86

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

Customer Service 94

Customer Service e-support Omni-Channel Exceptional Customer Service 94

transcosmos Information Systems

OCTOBER 22, 2015

The consumerist blog is one of the longest-running consumer-centric blog that brings light to actual customer experiences, good and bad, with the intention to empower consumers to protect themselves. The blog focuses therefore on topics relating to contact center trends, workforce organization, omni-channel, and customer self-service.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

The consumerist blog is one of the longest-running consumer-centric blog that brings light to actual customer experiences, good and bad, with the intention to empower consumers to protect themselves. The blog focuses therefore on topics relating to contact center trends, workforce organization, omni-channel, and customer self-service.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Win the Customer

FEBRUARY 26, 2016

Because of platforms such as Facebook, Pinterest and YouTube, brands have opportunities that never existed before, allowing consumers to metaphorically look behind the curtain. Customer service has evolved over the last decade, becoming interactive, omni-channeled and 24/7. It is no longer problem focused.

Omni-Channel 52

Omni-Channel Brands Company Social Media 52

CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. On-Hold Omni-Channel Selection.

Call Center 40

Call Center Omni-Channel Customer Service Call Flow 40

PeopleMetrics

DECEMBER 5, 2014

I dove right into the omni-channel AT&T customer experience. Fast forward 50 years, and company-produced advertisements, slogans, features and benefits appear even less credible to the educated consumer. As you think about ways to enhance your customer and prospect experience, in 2015, what are you doing to earn their trust?

Omni-Channel 76

Omni-Channel Policies Banking Travel 76

Middlesex Consulting

MAY 31, 2015

This article was published in the May 2015 issue of “Efficient Manufacturing" magazine. The buyers are dissatisfied, but do not or cannot attribute this to their own enhanced expectations that are shaped by their individual consumer experiences. What kind of Omni channel presence do we have? How do you compare?

B2C 60

B2C B2B Omni-Channel Customer Experience 60

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Multichannel customer service is good, but omnichannel customer service is desired. But are customer service preferences and expectations?

Self Service 40

Self Service Customer Expectations Report Customer Service 40

CX Journey

MAY 26, 2016

It was published on their blog on December 17, 2015. When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners are lined up for success. How do you ensure that your partners are successful?

Customer Experience 109

Customer Experience Hospitality Healthcare B2B 109

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. About Kustomer.

Study 96

Study ROI Net Promoter Score CRM 96