Avaya

JANUARY 3, 2017

I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? From Servicing Channels to Channeling Your Customers.

Multi-Channel 52

Multi-Channel Omni-Channel Travel Customer Journeys 52

InMoment XI

OCTOBER 30, 2024

Mendix ) Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left. Mendix ) Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

BirdEye

SEPTEMBER 20, 2024

With advanced analytics and automation, AI helps businesses simplify operations, better understand customer feedback, and respond effectively across different regions. The future is AI, and Birdeye is leading the charge As competition heats up, multi-location businesses can no longer afford to overlook the benefits of AI.

Innovation 105

Innovation Social Media Multi-Channel Metrics 105

Comm100

OCTOBER 16, 2018

While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization. However, the success of these technology investments lies in using a combination of analytics and customer feedback to make informed business decisions. No problem.

Multi-Channel 138

Multi-Channel Customer Experience Customer Journeys Chatbots 138

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! Competitors aren’t always obvious, as innovative disruptors continue to emerge, and getting to the top of your industry doesn’t guarantee you’ll stay there. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

Retently

NOVEMBER 27, 2024

Expanding Revenue Channels 4. Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. Segment your audience with tools like Google Analytics to track behaviors by demographic, device type, or location.

Ecommerce 157

Ecommerce Sales Strategy Tips 157

Oracle

AUGUST 19, 2020

What recent retail innovations have you seen that allow for a great shopping experience? We asked CX professionals that question, and they let us in on the most notable retail innovations they’ve recently experienced. Retail Innovation #1: IoT enhancements. Retail Innovation #2: Video review functionality.

Retail 85

Retail Innovation Virtual Agent Ecommerce 85

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! Competitors aren’t always obvious, as innovative disruptors continue to emerge, and getting to the top of your industry doesn’t guarantee you’ll stay there. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 85

Social Media Analytics Tools Marketing 85

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. If you’re reading this blog post, you are probably one of them.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

Bold360

JULY 13, 2017

Multichannel: • Literally means ‘many channels’. 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. . Gives a Collective Content Experience, between all of these channels.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

Lumoa

AUGUST 23, 2021

Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business. Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels. Efficient analytics can help you change up your form.

Customer Experience 221

Customer Experience Social Media Video Customers 221

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. McKinsey reports that a comprehensive, analytics-driven approach can help telecom companies reduce churn by as much as 15%.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

NICE inContact

DECEMBER 20, 2018

The next evolved option is SaaS or cloud native where it is truly multi-tenant and a single instance of software and infrastructure can support multiple customers. It provides an open platform to innovate and integrate effortlessly. And, there is the hybrid option which is any combination of cloud and prem options.

Contact Center 136

Contact Center Multi-Channel Innovation Software 136

Experience Matters

APRIL 7, 2015

Powered by the industry’s most sophisticated text analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Confirmit’s commitment to fostering innovation is nothing new. Clarabridge. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

AWS Machine Learning

APRIL 4, 2024

Nielsen Sports shapes the world’s media and content as a global leader in audience insights, data, and analytics. Challenges with channel video segmentation Our technology is based on artificial intelligence (AI) and specifically computer vision (CV), which allows us to track brand exposure and identify its location accurately.

Sports 102

Sports Video Analysis Multi-Channel 102

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. One of the ways to handle multi-modal data that is gaining popularity is the use of multi-modal agents.

Financial 134

Financial Multi-Channel Marketing Analysis 134

Avaya

APRIL 24, 2017

When we look at what this means to customer experience it is worth noting that we’ve reached a point where over 40% of customers now use up to seven different channels to interact with brands, from live chat to email to social media to SMS. The bottom line is that a business can support virtually every interaction channel.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

TechSee

OCTOBER 9, 2018

each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. Dedicate trained customer service personnel – ideally other Millennials – to monitor all social channels and respond quickly to questions wherever they are asked. But they don’t stop there.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

InMoment XI

JANUARY 17, 2024

A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs. Today’s consumers expect seamless and convenient interactions across multiple channels.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Let’s dive into the best options out there.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Live chat has become the gold standard for quick, effective communication, surpassing other channels in response time, accessibility, and personalization.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

ERDM

MAY 15, 2018

Andrew recently participated in our “4 Questions for Marketing Innovators” series. His points about the need for improved customer journey analytics is critical for all marketers. What is one marketing topic that is most important to you as an innovator? Why is this so important? It humanizes massive amounts of big data.

Customer Journeys 67

Customer Journeys Analytics Loyalty Multi-Channel 67

Experience Matters

JANUARY 20, 2015

It has implemented many changes to help achieve this goal, including providing service over the phone and investing in text and speech analytics to better identify customer pain points and improve the behaviors and skillsets of its call representatives. EMC Corporation. The Results Companies.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

SuiteCX

JUNE 16, 2017

They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Consumers expect that retailers will know who they are across channels. They want to be able to start the transaction in one channel and finish it in another. Retailers are no longer selling things.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

Thematic

OCTOBER 8, 2024

In this article we’ll run through the best VoC analytics tools for creating surveys, collecting customer feedback, performing AI analysis, and more. Why VoC Analytics Matters Voice of the Customer (VoC) refers to your customers’ needs, expectations, and desires. What Are VoC Analytics Tools?

Analytics 62

Analytics Tools Feedback Handbook 62

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. From talking bathroom mirrors (thanks to Kohler) to reusable rockets (courtesy of SpaceX), we have seen unprecedented, often bewildering innovation. .

Technology 109

Technology Customer Experience Social Media Multi-Channel 109

Magellan Solutions

JUNE 12, 2021

Offshore Call Center Services Uses Speech Analytics to Improve Customer Journey. Aptly named as this industry uses various innovations and technology to deliver excellent services to businesses worldwide. . For an outsourced call center services, this could mean use of technologies such as AI or in this case speech analytics.

Call Center 52

Call Center Analytics Self Service Multi-Channel 52

TechSee

AUGUST 26, 2020

For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels. Domino’s Pizza has invested in innovative MX technologies to fulfill its mission of becoming the best pizza delivery company in the world.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

AWS Machine Learning

APRIL 18, 2024

They can catch up on channels and threads in one click with conversation summaries. And they can access personalized, daily digests of what’s happening in select channels with the newly launched recaps. Slack AI has access to multi-GPU based instances to host their SageMaker JumpStart models.

Multi-Channel 133

Multi-Channel Sports Strategy Data 133

SurveySensum

FEBRUARY 1, 2024

But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. Creating a multi-channel feedback system promotes wider customer engagement and richer insights.

Innovation 52

Innovation Feedback Multi-Channel Social Media 52

Totango

SEPTEMBER 22, 2023

CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time. And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward. Shawn White, Sr. Vice President of Global Customer Success at Dynatrace.

Multi-Channel 117

Multi-Channel Customer Success Omni-Channel Software 117

NobelBiz

NOVEMBER 6, 2023

Many CCaaS (Contact Center as a Service) providers in the market operate within multi-tenant cloud environments, which often offer limited access to the data necessary for advanced automation. Unified Customer View A consolidated view of customer interactions across channels ensures agents are always informed.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Optimove

DECEMBER 10, 2024

Balancing Speed with Creativity : AI streamlines repetitive tasks such as audience segmentation and content generation, freeing marketers to focus on storytelling, innovation, and crafting meaningful, engaging campaigns. Drive innovation, knowing they have the technology to support even the most ambitious ideas.

Multi-Channel 52

Multi-Channel Analysis Social Media Innovation 52

TechSee

DECEMBER 16, 2021

86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. Analytics for insights Companies have finally grasped the hidden gem in customer analytics. Customers want to help themselves through mobile, web, phone, text messages, and more.

Call Center 124

Call Center Trends Self Service Contact Center 124

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. Generated answers can be modified to create the best experience for the intended channel. It’s straightforward to set up and try—give it a go!

Self Service 135

Self Service Contact Center Multi-Channel Knowledge Base 135