2020 Consumers Omni-Channel 
Comm100
MARCH 30, 2021
The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.
NICE inContact
JANUARY 11, 2019
The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.
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BlueOcean
JANUARY 9, 2018
These technologies are sparking new expectations in today’s consumers on an almost daily basis. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. The future is, it seems, here at our fingertips. Of course, AI can’t solve every customer service issue.
Kayako
JANUARY 5, 2017
In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Most consumers expect ready access to support or help. Multi-channel support can silo important customer history. What goes into good self-service?
Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert
Post-2020 life has changed the world in many ways — not the least of which is accelerating our reliance on digital commerce. So, how can we take on this next, purpose-driven generation of consumers? This webinar will include: What the next generation of e-Commerce customers are looking for.
BlueOcean
MARCH 31, 2021
Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. Omni-Channel Patterns. For some industries, 2020 metrics may never be seen again.
GetFeedback
SEPTEMBER 27, 2018
Big players like Target are experimenting with both digital channels and in-store formats. They’re building seamless, unforgettable customer experiences that consumers feel every time they walk into a store or open the app. Omni-channel strategies ensure you are reaching your key customers at multiple touchpoints.
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