GetFeedback

AUGUST 14, 2019

There’s a standard in each of these interactions, and that standard has likely caused you as a customer to pause and wonder if something can be done differently or better to improve the interaction. You might prioritize communication style and assurance that you understand the details of your visit. Download the Toolkit.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

GetFeedback

AUGUST 14, 2019

Preferences for how they interact with your brand today will certainly shift in the future. Be sure to include online reviews, social media, Voice of the Customer through the Employee or through customer service interactions, and other listening posts in your VoC program data feeds. Download the Toolkit. Don’t just ask, listen.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Simplify your interactive voice response (IVR) menu by making the options user-friendly.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Comm100

AUGUST 1, 2022

For the full low-down and success stories from fellow schools, download the cheat sheet below. 72% of Gen Z expect to interact with someone immediately when they reach out for support. Live chat is the perfect communication channel to respond to this need as it allows teams of any size to deliver instant, real-time support.

Chatbots 246

Chatbots Omni-Channel Social Media B2C 246

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Discover which level you are on and how you can move up.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Comm100

FEBRUARY 11, 2025

Admissions & Enrollment: Bureaucratic Bottlenecks For many students, their first real interaction with a university isnt in a classroom; its in the admissions process. Borrowing the Best CX Strategies from the Business World In the corporate world, companies obsess over seamless interactions, personalization, and proactive support.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Customer appreciation efforts can be incorporated into your overall customer journey, put into regular communications, and included in employee processes and standards. So let’s get proactive about how we thank customers. Try these methods: 1.

How To 372

How To Airlines Social Media Course 372

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Instead, loyalty must be earned with each and every interaction. Every touchpoint, every service response, every communication, must be representative of an amazing experience. I loved their answers, and thought I’d throw in a few of my own. Don’t forget to read the full report!

Leadership 227

Leadership Culture Customer Centricity Report 227

Optimove

NOVEMBER 13, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights’ latest Report provides a comprehensive analysis of consumer shopping behavior from the 2023 holiday season. Access the Full Report and Explore Customer-Led Marketing To delve deeper into the findings, download the report here.

Report 69

Report Multi-Channel Analysis Brands 69

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. This aligns all team members around the experience they should strive to provide regardless of if they interact with customers directly or not.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Optimove

JANUARY 5, 2025

Up your mobile marketing game with this guide Download Now Why it Matters: Integrating Viber into Optimove opens new opportunities for brands to engage global audiences in a powerful channel with hyper-personalized, real-time campaigns. With nearly 1.17

Marketing 59

Marketing Connections Video Tips 59

Experience Matters

JUNE 4, 2018

consumers about their recent interactions with more than 300 companies across 20 industries. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

Optimove

OCTOBER 16, 2024

See the difference control groups make in this guide Download Now Why it Matters: Lottery operators can use the latest in CRM Marketing to elevate player experiences through true personalization. Players now expect customized interactions that reflect their preferences and behaviors, enhancing satisfaction, loyalty, and engagement.

Tips 59

Tips Strategy Touchpoint Social Media 59

C3Centricity

OCTOBER 22, 2020

Eight in 10 say that they’ve had better interactions as a result of these technology investments. Getting us to download something we didn’t want. A large download button is shown on the landing page of the software we intend to install. I can understand if you communicate, not if you hide the facts from me.

Retail 357

Retail Advertising Course Survey 357

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Related resources: Download our free CX Mission Statement Workbook and CX Success Strategy Statement Workbook. Which communication channels do these personas prefer?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Optimove

OCTOBER 14, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post highlights the growing challenge of marketing fatigue, particularly during the holiday season when customer engagement is critical. The more targeted the message is, the more likely a customer will respond positively. #2

Consumers 59

Consumers Marketing eBook Omni-Channel 59

ijgolding

MAY 6, 2020

As you would imagine, the day was also extremely interactive – using different games for each element of the Model. The crossword puzzle was seen as a brilliantly simple and fun way to communicate the strategy. Should you want to use it with your teams, you simply can download it. and movies. There is only one catch!!

Banking 233

Banking Customer Experience Customer Centricity Culture 233

Comm100

FEBRUARY 21, 2019

With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Report 157

Report Data Wait Times Effort Score 157

Comm100

MAY 13, 2019

quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone. While a hallmark of chat is its real-time communication capabilities, live chat also has the ability to allow customers to communicate asynchronously as well as allow them to self-serve through bot interactions and inbuilt KBs.

Effort Score 167

Effort Score Omni-Channel CRM Video 167

Kerry Bodine

JULY 30, 2017

Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) As you can see in the above charts, it’s not that they were actually served any faster—but rather that one interaction influenced customers’ perceptions of another. But why are journey maps so popular?

Customer Journeys 244

Customer Journeys Touchpoint Culture Banking 244

Optimove

JANUARY 7, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: The AI landscape is rapidly evolving, revolutionizing how businesses solve challenges and unlock opportunities. How AI is Transforming CDPs Download Now>> #1 Predictive AI: What is a customers next move? But not all AI is the same.

Marketing 64

Marketing Consulting Examples Tips 64

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers. Download Now.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

TechSee

JANUARY 8, 2019

Oftentimes, the root cause of a mishandled call is the communication gap. When a customer interacts with an agent, the success of the communication is highly dependent on the customer’s ability to accurately describe the issue at hand. The back-and-forth questions/answer process is often lengthy and frustrating. Co-Browsing.

Engagement 167

Engagement How To Video e-support 167

Experience Investigators by 360Connext

APRIL 9, 2024

Listen up as we explore how to effectively communicate the ‘why’ behind your customer experience goals, aligning your team with the company’s vision and their pivotal role within it.

Customer Experience 162

Customer Experience Loyalty Customer Satisfaction Customers 162

Optimove

FEBRUARY 11, 2025

See the difference control groups make in this guide Download Now Why it matters: Understanding hidden data is key to unlocking insights that drive smarter, proactive strategies. Key takeaways: Data Anomalies are hidden insights: Businesses can mine customer data to uncover hidden trends that predict future needs.

Data 64

Data Social Media Trends Analytics 64

NICE inContact

AUGUST 21, 2019

Consumers were asked their most preferred channels to interact with businesses. In the business survey, respondents were asked to rank the top three ways that the company would prefer to interact with a customer during a service experience. The future of email interaction management is even brighter when we add artificial intelligence.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

Comm100

FEBRUARY 12, 2023

Read below for 5 of the top use cases for chatbots in higher education, and then download the SlideShare for even more ways that schools and students are benefitting from a university chatbot. 72% of Gen Z say that they expect to interact with someone immediately when they contact a company.

Chatbots 232

Chatbots Self Service Resources Social Media 232

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. So why is it so important to connect every communication channel together?

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

InMoment XI

SEPTEMBER 18, 2024

Here are the top factors that make or break a great healthcare experience: Ease of Access : Make it simple for patients to book appointments, access test results, and communicate with your team. Enhance Communication : Keep patients informed with clear, compassionate communication, whether it’s before, during, or after treatment.

Healthcare 195

Healthcare Customer Experience Wait Times Touchpoint 195

Comm100

MARCH 21, 2022

75% of consumers prefer live chat over any other communication channel, while live chat costs 1/3 the cost of traditional phone support. Co-browsing: The co-browsing feature allows agents to instantly view and interact with a citizens’ web browser. Keep chipping away at siloes . Set clear customer service expectations .

Government 220

Government Omni-Channel Wait Times CRM 220

Optimove

MARCH 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers must implement strategic marketing efforts to drive early sales and maintain long-term success. Download Now: 9 creative email tactics Download Now>> #5. These sneakers would go perfectly with that hoodie!

Retail 52

Retail Sales Strategy Marketing 52

DCX

MARCH 30, 2025

Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. Use these prompts with your favorite AI Chatbot to evaluate, prioritize, and communicate your CX initiatives more effectively. This week, we're exploring exactly that!

Customer Centricity 52

Customer Centricity Leadership Innovation Connections 52

Optimove

MARCH 17, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers have a lot to learn from iGaming marketers, who excel at real-time, data-driven engagement. Download Now: 9 creative email tactics Download Now>> In Summary This is just the tip of the iceberg for retail marketing.

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

AWS Machine Learning

AUGUST 21, 2024

We invite you to explore the following demo, which showcases the LMA for healthcare in action using a simulated patient interaction. This allows you to refer to the information during live patient interaction. During patient interactions without it, you can direct general inquiries to the LLM.

Healthcare 107

Healthcare Meeting Interaction Knowledge Base 107

DCX

APRIL 1, 2025

Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. Framework Turn every interaction into a value moment. Transform interactions from pointless to powerful. Say goodbye to overwhelm and hello to crystal-clear prioritization.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52