2017 Innovation Omni-Channel 
Bold360
JULY 13, 2017
Multichannel and omnichannel might be this decade’s buzzwords, but that doesn’t mean they aren’t also essential to success for both your business and customers. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels.
BlueOcean
JANUARY 9, 2018
Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless.
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Customer Bliss
JANUARY 5, 2017
The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” Omnichannel. 53 percent of consumers want to be recognized as the same person across all shopping channels , so ideally, better insights will lead to better omnichannel campaigns. But these are a couple of 2017 predictions.
Storyminers
JANUARY 24, 2017
This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? What’s the most important thing contact center managers should prepare for in 2017?
Joe Rawlinson
AUGUST 9, 2017
The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged. Deliver a Satisfying Omni-Channel Experience. Customers also crave a more satisfying omni-channel shopping experience, IBM’s study found.
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.
Maru/HUB
FEBRUARY 2, 2018
In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation. 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.
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