Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Vonage

OCTOBER 2, 2017

However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

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.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years. ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. With Omnichannel Session Handling you can do exactly that! Finnish engineer Matti Makkonen had first conceived of the idea back in 1984.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

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 153

Trends Customer Engagement Engagement Contact Center 153

ECXO

MARCH 6, 2025

In summary, embrace digital transformation as a core part of CX strategy build capabilities that allow you to deliver a seamless, omni-channel experience. April 28, 2017). The right technology, integrated and aligned to customer journeys, will amplify your CX efforts and enable scale. June 21, 2022). McKinsey Insights.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

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.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Customer Bliss

DECEMBER 28, 2017

What will CX Look Like in 2017? Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. Secondly, Omni-channel and social media challenges has increased and driven them to recognise that they must find a clear operational and behavioral way to show up to customers in a different way.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. With Omnichannel Session Handling you can do exactly that! Finnish engineer Matti Makkonen had first conceived of the idea back in 1984.

Contact Center 120

Contact Center Omni-Channel Interaction Customer Expectations 120

ShepHyken

APRIL 10, 2017

Omni-Channel & Single Customer View Statistics by Sharpen. The post 5 Top Customer Service Articles For the Week of April 10, 2017 appeared first on Shep Hyken. It’s more than creating a budget for customer experience. It’s more than just spending money. And unfortunately, these experiences are common.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

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. That’s what we asked each of them: How do you see the future of customer experience?? How to overcome those challenges?

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

NICE inContact

JANUARY 10, 2018

Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution. Get your copy of the 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution.

Contact Center 120

Contact Center Omni-Channel Analytics Innovation 120

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

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

Bold360

FEBRUARY 16, 2017

Nanorep can help you establish an open conversation with your customers to provide the answers they are really looking for, in a convenient, omni-channel and efficient way. The post It’s 2017- do you know where your customers are? appeared first on Nanorep - Digital Customer Self-Service Solution.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Comm100

MARCH 23, 2022

In 2017, credit union employees contributed 302,035 volunteer hours to their communities. Adopt social media as a wider omnichannel strategy. Offering another channel of communication to members may seem too resource-heavy. Historically, credit union employees have been significant contributors to local initiatives.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

Comm100

FEBRUARY 1, 2023

In the 2016-2017 academic year, 15.2% Offering personalized communication is a perfect way to demonstrate this, and the only effective way to do this is with an omnichannel student engagement platform. Omnichannel student engagement platforms connect every channel into one agent console. of young students.

Chatbots 239

Chatbots Social Media Omni-Channel Study 239

Talkdesk

MAY 31, 2017

Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce. Open Beta: Salesforce Omni-Channel Status Sync.

Omni-Channel 40

Omni-Channel Call Center Effort Score Call Recording 40

delighted

JUNE 3, 2021

Omnichannel retail will be the new normal. The unprecedented conditions caused by the coronavirus pandemic threw the spotlight on a trend that has been around for over a decade: omnichannel. Omnichannel retail not only implies a brand’s presence in multiple channels (e.g. This finding is not peculiar to 2020.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

Avaya

SEPTEMBER 7, 2017

This has made the concept of an omnichannel customer experience integral for success. Research shows, however, that companies across the board are still struggling to get omnichannel right. A 2017 study of the retail industry, for example, found that 44% of companies struggle to provide a seamless, omnichannel customer experience.

Omni-Channel 67

Omni-Channel Customer Experience Contact Center Social Media 67

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. And for even more key learnings, leverage our webinar replay.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Retently

MARCH 18, 2019

Still, Amazon did state they signed up more new paid members in 2017 than any other year. But the main thing that is common across these brands’ customer service departments is this: Quick, Responsive Omni-Channel Support. Besides that, these companies acknowledge the importance of omni-channel support.

Net Promoter Score 126

Net Promoter Score Omni-Channel Company NPS 126

Comm100

MAY 11, 2023

Since 2017, total US postsecondary enrollment has fallen every year, resulting in a 9% overall drop. This makes personalization key, and omnichannel student engagement software essential. This technology connects every communication channel together into one platform, while integrating other key data systems.

Chatbots 49

Chatbots Trends Omni-Channel Connections 49

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.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Peter Lavers

JANUARY 10, 2017

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. Read the conference website.

Omni-Channel 40

Omni-Channel Conference Analytics Trends 40

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. New Omnichannel Customer Experience Research – How Well Are You Doing? Drive Revenue with Great Customer Experience, 2017 – Forrester Research. Digital Customer Experience Trends, 2017 – Forrester Research.

Report 121

Report Contact Center Omni-Channel Call Center 121

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

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

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50