CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. Open all hours (and all channels!). Brexit will drive consolidation.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

ijgolding

OCTOBER 25, 2018

s, “ Digital Business 2018: Benchmark for Digital Journey ” report, industry analyst Nigel Fenwick found that customer obsession pushes companies toward digital maturity, which is a stepping stone to digital transformation that can help organisations, according to Forrester, increase customer lifetime value (CLV) and enter new markets.

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

DemandJump

NOVEMBER 4, 2020

As we have described in a previous post about attribution measurement, there are many models of single- or multi-touch attribution that can be applied. With mobile attribution specifically, a multi-touch attribution model is even more recommended than with other digital marketing. This is a 21% increase from 2018.

Multi-Channel 98

Multi-Channel Advertising Guidelines Social Media 98

Gainsight

NOVEMBER 13, 2018

In case you missed it, or just want to relive the magic, we’ve summed up some memorable moments and takeaways from Pulse Europe 2018. A popular theme at Pulse Europe 2018 was CS > CSM. The post What Pulse Europe 2018 Taught Us About Customer Success in EMEA appeared first on Customer Success Software | Gainsight.

Customer Success 68

Customer Success Multi-Channel Effort Score Customers 68

Alliance by IFS

SEPTEMBER 20, 2018

Tuesday, October 2, 2018. This new drag-and-drop, Visio®-like tool can be used to build flexible business processes to address integrations, multi-channel communication automation, service escalations and custom work processes. See it for yourself with highlights of the new functionality during a live demo webinar!

Multi-Channel 91

Multi-Channel Sports Brands Connections 91

ReviewTrackers

SEPTEMBER 23, 2021

The 2018 American Customer Satisfaction Index (ASCI) reported that American now spends more than half of their food budget on dining out, which puts the annual sales projection for the restaurant industry at nearly $800 billion. In fact, the percentage of people who leave a positive review of a restaurant increased between 2017 and 2018.

Customer Satisfaction 114

Customer Satisfaction Industry Multi-Channel Consumers 114

BlueOcean

SEPTEMBER 14, 2016

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. Increasingly, given the option, they’re turning to live chat.

Multi-Channel 120

Multi-Channel Contact Center Knowledge Base Social Media 120

ReviewTrackers

FEBRUARY 24, 2021

Concourse Sports , a multi-channel retailer, increased the amount of reviews for their stores by 2,800 percent on Google and Facebook. According to the 2018 ReviewTrackers Online Reviews Survey , 53 percent of customers expect businesses to respond to their negative reviews within a week.

Brands 104

Brands Marketing Social Media Sports 104

Confirmit

FEBRUARY 20, 2018

It’s that time of year again – the 2018 ACE Awards are open for business. This year, we’ve made some changes to the program, adding two new categories; B2B and Multi-Channel Success. In addition, we know that many of the most successful CX programs out there are harnessing the power of multi-channel.

Multi-Channel 40

Multi-Channel Contact Center B2B Customer Voice 40

Optimove

DECEMBER 3, 2018

Optimove harmoniously orchestrates intelligent, highly effective customer interactions across a variety of channels, giving your relationship marketing a scientific and agile edge. Optimove empowers you, the marketer, to instantly define and deploy pre-scheduled and customer-activity-triggered campaigns over a wide variety of channels.

Measurement 75

Measurement Multi-Channel ROI Customer Centricity 75

SurveySensum

FEBRUARY 17, 2025

However, tracking them manually is so 2018. Omnichannel Data Analysis Customer feedback comes from various channels, including emails, surveys, chatbots, social media, and support tickets. Multi-lingual surveys : Questions can be created in the respondent’s preferred language from a list of 100. So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. Sounds reasonable, but how confident are businesses about their ability to meet these expectations?

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

Currency Alliance

JUNE 21, 2018

Diversification Across Channels. With clever tech, comes increasingly brighter hopes for multi-channel loyalty marketing. Last year, Currency Alliance forecast that loyalty programs would undergo significant further integration in 2018 with other types of marketing. Smarter Investments in Customer Experience. i] [link].

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

Comm100

FEBRUARY 6, 2018

All data is the most recent information available as of the beginning of 2018. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. DataCar CRM : Allows for appointment scheduling, activity reports, multi-channel marketing, and more.

Software 143

Software Customer Engagement Engagement Omni-Channel 143

Kayako

APRIL 25, 2018

Adding a new channel to your business is meant to create value, not stress. It’s a customer-centric channel that shows you’re willing to help when asked. Targeting customers is really easy in 2018. If you run a small team, you may worry that adding live chat leads customers to ask for more help than you can deliver.

e-support 123

e-support Multi-Channel Sales Loyalty 123

Comm100

FEBRUARY 5, 2018

CRM software stores customer data from various channels — such as email, brick and mortar stores, and the website — in one central location: ideally the cloud. Marketing software allows companies to market to consumers through a number of online channels. Above all, effective marketing is about personalization across all channels.

Social Media 170

Social Media CRM Self Service Software 170

Eptica

JULY 21, 2019

But, it’s relevant to you and I didn’t want to scare you ;) * Great at a few or average at a lot In Dimension Data’s 2017 Global Customer Experience Benchmarking Report they found that, on average, organisations are offering their customers a choice of nine different channels with which to engage with them. I think so.

Multi-Channel 86

Multi-Channel Omni-Channel Culture Travel 86

NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. in 2018 where his passion for delivering CX strategies for organizations was seeded in Mystery Shopping and Customer Satisfaction research.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

NICE inContact

MAY 16, 2019

In this latest research, we asked more than 900 contact center leaders how likely customers would be to recommend their company based on the consumers’ experience with the company’s service via specific service channels (e.g., Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

NICE inContact

MAY 8, 2019

How about the latest digital channels? We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. Specifically, how do your customers feel about your customer service?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Ecrion

JULY 16, 2020

trillion in 2018? This means that when they’re trying to purchase something, expecting the same high-quality level of customer service throughout each channel that they’re using. Chances are your company offers a multi-channel approach to keep your customers both engaged and satisfied.

Insurance 75

Insurance Industry Customer Experience Multi-Channel 75

Second to None

MARCH 13, 2019

Avionos’ 2018 Customer Expectations Report illustrates customers’ willingness to share certain information. [5]. With mobile being one channel of customer interaction, users are mingling with companies on a variety of platforms. 72 percent of customers are willing to share their email address. 63 percent would share their age.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

ReviewTrackers

MARCH 26, 2018

Concourse Sports , a multi-channel retailer, increased the amount of reviews for their stores by 2,800 percent on Google and Facebook. According to the 2018 ReviewTrackers Online Reviews Survey, 53 percent of customers expect businesses to respond to their negative reviews within a week.

Brands 82

Brands Marketing Social Media Sports 82

Dapresy

FEBRUARY 19, 2020

Confirmit is the world’s leading SaaS vendor for multi-channel Customer Experience, Employee Engagement, and Market Research solutions. Verdane pioneered portfolio acquisitions in Northern Europe in 2003, and debuted a complementary direct investment strategy in 2018. About Confirmit.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

AWS Machine Learning

APRIL 3, 2023

The following figure shows RGB channels of consecutive satellite visits representing the vegetative and reproductive stages of the corn phenology cycle, with (right) and without (left) crop masks (CW 20, 26 and 33, 2018 Central Illinois). The geospatial processing notebook is a step-by-step guide on running the preceding steps.

Analysis 100

Analysis Multi-Channel Exercises Study 100

Alliance by IFS

SEPTEMBER 11, 2018

HORSHAM, PA (September 11, 2018) — Astea International Inc., This new tool can be harnessed by any user to build flexible, agile business processes that address a wide variety of needs such as integrations, multi-channel communication automation and service escalations. © 2018 Astea International Inc. www.astea.com.

Self Service 83

Self Service Multi-Channel Software Sports 83

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. Customer Experience In 2018, Thus Far… Several changes have come to pass over the last six months or so, and it’s important we take a look at them before turning our gaze forward. That’s no longer the case.

Trends 40

Trends Strategy Multi-Channel e-support 40

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. Customer Experience In 2018, Thus Far… Several changes have come to pass over the last six months or so, and it’s important we take a look at them before turning our gaze forward. That’s no longer the case.

Trends 40

Trends Strategy Multi-Channel e-support 40

RapportBoost

OCTOBER 7, 2018

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. to 12:50 p.m.

Groups 63

Groups Contact Center Multi-Channel Average Handle Time 63

AWS Machine Learning

AUGUST 16, 2023

The images document the land cover, or physical surface features, of ten European countries between June 2017 and May 2018. Each image is stored in its own folder and contains 12 spectral channels. tif Blue channel │ └── S2A_MSIL2A_20170613T101031_0_45_B03.tif tif Green channel │ └── S2A_MSIL2A_20170613T101031_0_45_B04.tif

Training 91

Training Multi-Channel Travel Innovation 91

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. As of 2018, according to Gartner , “66% of analyzed brands have adopted a social commerce feature within the past year.”

Retail 74

Retail Innovation Trends Ecommerce 74

Second to None

APRIL 12, 2019

Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] In the current market where consumers run the show, it is crucial that companies connect with their customer through channels that the customer identifies with.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

Magellan Solutions

JULY 28, 2021

Instead, it just diverted and dispersed much of that activity across different channels. Social channels leveraged a captive audience to deploy new commerce features. Sales channels. Advertising channels. Because of changes in consumer behavior, retailers may need to adjust their sales and marketing channel mix.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

Call Experts

JANUARY 23, 2019

Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. The process is a complex and multi-faceted concept and requires sophisticated solutions. 10 Trends That Will Disrupt Customer Service in 2018. What is this process?

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

BirdEye

MARCH 9, 2021

Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. As mentioned earlier, customers are reviewing and recommending outside of traditional marketing channels more than ever before.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. In a complex, multi-channel world, the number of potential issues in the customer journey have multiplied, meaning that brands have to prioritize where they spend budgets in order to deliver the greatest positive impact.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49