Uniphore

JANUARY 4, 2022

Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. 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. What opportunities will they create?

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. However, every year, it has come true.

Trends 262

Trends Customer Service Chatbots Omni-Channel 262

BlueOcean

FEBRUARY 14, 2018

In fact, Deloitte predicts that omni-channel customer interactions are going to increase in complexity this year. The goal for at least 56% of multimedia and technology companies is to integrate AI and customer service into their contact centers. How will AI translate into the social channel? What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The researchers at Gartner estimate that nearly 12.5

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Kayako

APRIL 12, 2022

Quick Heal Technologies is a leading provider of internet security tools and anti-virus software, serving millions of users worldwide. Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services. Implemented omnichannel support.

Case Study 287

Case Study Study Self Service Customer Service 287

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. However, every year, it has come true.

Trends 227

Trends Customer Service Chatbots Omni-Channel 227

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

Contact Center 100

Contact Center Report Banking eBook 100

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. The technology’s growth in the current year has been coming for some time now and is expected to influence contact centers massively.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. While the technology is rolled out in phases, the people on the front line must adapt continuously. Here’s what we learned. Absolutely.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Magellan Solutions

JULY 28, 2021

Why is omnichannel retail valuable? The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. Ultimately, an omnichannel strategy can help drive increased sales and revenue. Here are some of the factors that make omnichannel commerce so valuable.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. In 2016, mobile marketing will be a must-have by many businesses. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Image credit: mojonetworks.com.

Technology 100

Technology Company Marketing Loyalty Programs 100

Calabrio

MAY 25, 2016

Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Today, the biggest risk in attempting to replace humans with technology is that companies fail to deliver the desired customer experience. The post To Bot or Not to Bot?

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

Oracle

APRIL 22, 2019

This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time. So what is AR technology? Augmented reality has since evolved into a much more sophisticated, affordable technology.

Technology 106

Technology Tourism Telecommunications Automotive 106

NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. Similarly, the Salesforce Einstein AI platform was initially announced in 2016. Cloud contact center deployments that began in customer care may have been extended to other business areas.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. Omni-Channel Support Options. In fact, many who ask a company a question or leave a complaint on a social channel expect a reply within an hour. billion in 2016.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

ShepHyken

NOVEMBER 14, 2016

Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? I especially like number four, which discusses the end of Omni-Channel.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Bold360

MARCH 9, 2017

Technology has progressed astronomically in the last decade, and its ripple effects are felt in every business, in every field. The technology learns and adjusts, allowing you to anticipate customer needs. Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. While the technology is rolled out in phases, the people on the front line must adapt continuously. Here’s what we learned. Absolutely.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Alida

JANUARY 13, 2017

According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. Brands must ensure a seamless experience across all channels. Ensuring consistent, omni-channel experience requires marketing and customer service go hand in hand.

Omni-Channel 50

Omni-Channel Marketing Customer Experience Multi-Channel 50

Martin Hill-Wilson

JANUARY 29, 2016

Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent. Some of that is 2016 capability.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

OpinionLab

AUGUST 23, 2016

Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. That omnichannel is a big deal and a lot of retailers are treating this as their number one CX focus right now.

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60

Storyminers

FEBRUARY 9, 2016

According to the RIS 13th Annual Store Systems Study [2016], the top two store systems that can achieve these gains in customer experience and bottom-line gains are CRM/Loyalty and Mobile for Associates. Retailers must adapt how they work and think to accommodate new customer needs and the new capabilities technology brings.

Retail 124

Retail Omni-Channel Software Video 124

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JULY 25, 2016

The omni-channel strategy for customer service part 1: email by Heerd. Amazing customers is a function of having a strong: culture, people, strategy, process, and technology (and the order matters). The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

Natalie Petouhof

SEPTEMBER 22, 2016

They look at the technology stack that is underneath the omni-channel customer experience technology and optimize it. Some brands have optimized both the customer experience, omni-channel technology as well as the technology stack underneath omni-channel technology.

Omni-Channel 40

Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Rewarding Omnichannel Customer experience: This is about having the ability to deliver a rewarding customer experience across any mix of channels a customer wishes to use to interact with the firm.

Omni-Channel 48

Omni-Channel Multi-Channel How To Contact Center 48

Natalie Petouhof

APRIL 4, 2016

Their B2B and B2C commerce applications include an Omni-Channel Offering, Product Content Management (also known as Master Data Management or Product Information Management), Order Management , hybris Marketing Conversion , and powerful search and merchandising. And Hybris, at its core, is omni-channel.

Omni-Channel 40

Omni-Channel CRM B2C B2B 40

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty. Visual search.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Kustomer

MAY 14, 2020

With Reply, Kustomer can provide even deeper intelligent self-service and assistance via Natural Language Processing (NLP) based chatbots, enhanced omnichannel customer deflection and machine learning based response suggestions. We look forward to working with Brad and the entire team,” said Omar Pera, Co-Founder of Reply. About Kustomer.

Self Service 71

Self Service Company Chatbots Technology 71

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. John Paul is developing omni-channel experiences for the customers leveraging on capabilities in digital concierge. ABOUT JOHN PAUL. www.johnpaul.com.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40