Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. A few things including these 3: An omnichannel approach. No Googling, either. If you guessed online, you are wrong. Being socially responsible.

Omni-Channel 130

Omni-Channel Fashion Retail Multi-Channel 130

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. When it comes to other channels, the number drops to 35% for social media, 18% for text, 14% for email, 13% for voice, and 11% for in-person support.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

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. Ready for 2017 and beyond? Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. We have been doing omnichannel knowledge management and AI-enabled process guidance for a while. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day!

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

Clarabridge

MAY 2, 2017

Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. We have been doing omnichannel knowledge management and AI-enabled process guidance for a while. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day!

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform. Shep Hyken.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . In 2017, credit union employees contributed 302,035 volunteer hours to their communities. Adopt social media as a wider omnichannel strategy.

Chatbots 235

Chatbots Social Media Banking Omni-Channel 235

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Some hints: big data, omnichannel, personalisation, AI and organizational culture. What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018??

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Strativity

APRIL 10, 2018

He is the author of Customer Experience Management Rebooted (2017). Steven: Customer experience (CX) has been around since the late 1990s but I think the interest in the subject has been recently fuelled by the rise of digital and omni-channel communication (voice, email, chat, social media) as well as the perennial issue of commoditisation.

Omni-Channel 65

Omni-Channel Culture Automotive B2C 65

NICE inContact

OCTOBER 21, 2019

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. The post Advanced Chat for CXone: Vera Bradley’s Journey to Excellence appeared first on NICE inContact Blog.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Comm100

JANUARY 14, 2016

A Deloitte Point of View report states emphatically that omni-channel retailing is the future of business, and most experts agree. However, many experts also agree that omni-channel marketing requires more than just offering multiple channel or contact choices. Download Now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Avaya

JUNE 28, 2017

The newer technologies, including omni-channel , need to quickly become as intuitive to the agents as a voice call or email. appeared first on Avaya Connected Blog. The faster companies transform, the faster they can adopt newer technologies such as AI and IoT to improve customer and agent experiences.

Contact Center 49

Contact Center Omni-Channel Industry Call Center 49

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll set up a live, fully functional omnichannel contact center for taking calls and chat sessions from your website. Done and fun!

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. Carlson chose to move to omnichannel functionality – with its ease-of-use, and ability to quickly switch callers to the next available agent – regardless of where the agent is based. Trends continue to show highest U.S.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. Carlson chose to move to omnichannel functionality – with its ease-of-use, and ability to quickly switch callers to the next available agent – regardless of where the agent is based. Trends continue to show highest U.S.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

Strativity

APRIL 10, 2018

He is the author of Customer Experience Management Rebooted (2017). Steven: Customer experience (CX) has been around since the late 1990s but I think the interest in the subject has been recently fuelled by the rise of digital and omni-channel communication (voice, email, chat, social media) as well as the perennial issue of commoditisation.

Omni-Channel 40

Omni-Channel Culture Automotive B2C 40

Bold360

OCTOBER 21, 2019

ICMI Toolkit 2017: How to Become a Successful Omni-Channel Contact Center. The post CXNext Live: 5 Reasons Your Live Chat Stinks appeared first on Bold360 Blog. Learn more about live chat with Bold360 , or check out this LinkedIn Live episode on ways to improve your chat experience.

Omni-Channel 40

Omni-Channel Chatbots e-support Contact Center 40

Bold360

OCTOBER 21, 2019

ICMI Toolkit 2017: How to Become a Successful Omni-Channel Contact Center. The post 5 Reasons Your Live Chat Stinks appeared first on Bold360 Blog. Learn more about live chat with Bold360 , or check out our latest LinkedIn Live episode on ways to improve your chat experience.

Omni-Channel 40

Omni-Channel Chatbots e-support Contact Center 40

Avaya

MAY 31, 2017

We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017. With our continued Avaya Oceana and Avaya Breeze customer win announcements we are also demonstrating solid sales momentum of our omnichannel offering. IDC recently observed that 2017 will be a landmark year for digital transformation.

Contact Center 81

Contact Center Omni-Channel Communication Innovation 81

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. The post Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively appeared first on Shep Hyken.

Chatbots 48

Chatbots Technology Customer Service Management 48

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions. The post Two Reasons Why AI Won’t Replace Contact Center Agents, One Reason Why it Might appeared first on NICE inContact Blog.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). Artificial Intelligence. Indeed, the topic was being discussed before this year.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Beyond Philosophy

DECEMBER 20, 2017

You Also Might Like… 2017 the Year of Undelivered Promise. Social Customer Service: The Savior to a Successful Omni-Channel Strategy. Hall of Fame: How Folks At Apple Support Turned Me Into An Apple Advocate!

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media.

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

NOVEMBER 12, 2019

Today’s customers expect omnichannel. How is omnichannel customer service different from (or: better than?) Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Customer service must support many (“multi”) channels because that is what customers expect. customer service.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

Happy or Not

JANUARY 10, 2018

The 2017 trends in retail saw many changes and movements, such as the importance of the in-store experience, developing the omnichannel, the use of data, and merge of retail and technology. And, not surprisingly, at the heart of each of these trends is the customer.

Data 84

Data Retail Omni-Channel Trends 84

ShepHyken

DECEMBER 8, 2017

Contact Customers on their Preferred Channel. In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to. Acknowledge the Mobile Social Customer.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Hallmark Business Connections

AUGUST 11, 2021

billion in 2017 and took it public two years later) is its knack for talking to pet parents in a personalized way that is both fun and relatable and bridges the online and physical experiences. Create a seamless omnichannel experience. What has made the brand so successful (PetSmart acquired it for $3.35 What do they need to know?

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. With advanced data and personalization, we should be able to provide truly personal and omnichannel experiences to customers.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Bizagi

NOVEMBER 20, 2020

Research from Samsung revealed that 77% of customers still seek out face-to-face interactions when dealing with complex financial matters, while Accenture revealed 80% of customers still chose in-branch as their preferred channel in 2017 when it came to lending, down just 7% from 2010.

Financial 75

Financial Banking Omni-Channel Resources 75

Clicktools

JULY 11, 2017

See the 2017 Temkin Trust Ratings for where your industry fares. Consistency: Similar to being reliable, it’s critical that products and service be absolutely consistent across channels. In the quest for omni-channel excellence, which many customers have come to expect, consistency is key.

Omni-Channel 40

Omni-Channel Policies Fashion Feedback 40