Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. The telecommunication industry is a multi-billion dollar infrastructure that has been steadily growing every year. This blog will share some of the highlights of the webinar.

Industry 221

Industry Telecommunications Customer Experience Multi-Channel 221

BirdEye

DECEMBER 11, 2024

Managing communications across multiple locations, both internally and externally, can be a daunting task. Yet, ensuring seamless communication is critical for keeping your organization running smoothly. Traditional communication methods often lead to fragmented messaging systems, resulting in inconsistent customer experiences.

Communication 52

Communication Software Multi-Channel Social Media 52

InMoment XI

NOVEMBER 22, 2024

As a result of its personalized, two-way communication, this method helps collect insightful feedback. You can use InMoment’s social listening tool to track relevant keywords and conversations across your social media channels. These surveys work by engaging customers and responding to them in real-time.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

JUNE 11, 2024

The Multi-Dimensional Impact of AI AI’s impact on the employee experience is multi-faceted, providing significant benefits while also posing substantial challenges. Collaboration and Communication AI-powered communication tools facilitate better collaboration, especially in remote and hybrid work environments.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

ECXO

JULY 10, 2024

Despite its widespread use across various industries, NPS has come under scrutiny for not providing a holistic view of the customer experience. AI can mitigate survey biases by covering all customers and using operational data to generate insights, facilitating communication within the company.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

NOVEMBER 30, 2023

Establish Brand Guidelines: Define clear guidelines for how your brand should be represented across different channels. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Time-Efficiency Monitoring your brand manually across various online channels can be time-consuming.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

FEBRUARY 3, 2025

These interactions can be text-based (email, chat) or voice-based (phone, where the conversation is recorded and transcribed) and can originate from many different channels. Data-Driven Decision Making Marketers know that there are plenty of vibes at play in the industry.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. At Uniphore Converse 2022 you will: Hear from leading industry analysts and speakers around the future of CX. Learn from Industry Experts. Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

CSM Magazine

JANUARY 13, 2025

Balancing clear, effective communication with the need to protect sensitive data is a constant challenge. Why the Communication-Security Balance Matters Secure and seamless communication is the backbone of any successful customer service team. What happens?

Communication 52

Communication Tools Customer Service Omni-Channel 52

ChurnZero

APRIL 11, 2025

Every task, meeting, and communication serves the ultimate goal of getting that customer to realize value. Is your onboarding process multi-phased? Use whatever system works best for your business – created terms like decision makers and champions, or based on customer maturity, industry, or other demographics.

Strategy 86

Strategy Multi-Channel How To Metrics 86

Retently

NOVEMBER 27, 2024

Expanding Revenue Channels 4. With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Let’s explore how expanding revenue channels can complement personalization for even greater growth.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

JANUARY 21, 2025

Their first big hit was a multi-functional pen that worked as a stylus, flashlight, and bottle opener. The video gained millions of views, and Apex became the laughingstock of the industry. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. Additionally, AI is continuous in nature, using operational data to generate information expressed through existing metrics and KPIs, facilitating easier communication within the company.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. However, there are a number of contact center best practices that transcend industries.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Aveus

NOVEMBER 25, 2019

Consumers receive fragmented communications across their care journey. Payors send EOB’s, claims, and care management communications. An omni-channel approach will help you expose and address key inconsistencies as customers attempt to learn about and purchase healthcare services, ultimately leading to better loyalty for your brand.

Omni-Channel 213

Omni-Channel Healthcare Multi-Channel Conference 213

Inbenta

JANUARY 30, 2020

The tourism industry, an ever-changing sector. As a consequence, the tourism industry needs to shift the way they engage with visitors and customers and travel companies need to keep seeking new ways to improve customer journey and make travel more convenient. The face of tourism has evolved a lot in the past decades.

Tourism 121

Tourism Chatbots Self Service Industry 121

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions. Why is Conversational Intelligence Important?

e-support 195

e-support Healthcare Multi-Channel Call Center 195

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. Wondering how to effectively use AI in the mortgage industry for a competitive edge?

Multi-Channel 52

Multi-Channel Social Media Analysis Financial 52

Comm100

OCTOBER 16, 2018

Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change. Use journey maps based on real customer experiences to identify personalization opportunities across all channels and systems. Complex queries?

Multi-Channel 178

Multi-Channel Customer Experience Customer Journeys Chatbots 178

Optimove

NOVEMBER 13, 2024

AI allows brands to analyze behavior patterns, predict next-best actions, and automatically trigger personalized communications across channels. By leveraging AI to manage these multi-channel journeys, brands can ensure that each interaction is impactful, driving engagement and conversion during peak periods.

Report 69

Report Multi-Channel Analysis Brands 69

NobelBiz

NOVEMBER 26, 2024

Answer: The platform supports smooth scaling, so you can expand to new communication channels, integrate advanced tools, and add more agents. NobelBiz Omni+ excels in multi-channel support and helps businesses consolidate all communication channels into one intuitive interface. How secure is your platform?

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. With GenAI, your multi-location dental practice can focus on delivering quality patient care without compromising growth or the bottom line.

Multi-Channel 52

Multi-Channel Insurance Chatbots Analytics 52

C3Centricity

JULY 3, 2019

If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication. This shows how instant customer feedback has become a necessity in so many industries. This is why social media has become such an important element of the communications plan.

Multi-Channel 246

Multi-Channel Consumers Social Media Connections 246

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Freshdesk Freshdesk is a cloud-based customer support software that offers multichannel support solutions.

Software 243

Software Chatbots Customer Service Knowledge Base 243

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Disruptions in the Industry. Consumers expect that retailers will know who they are across channels. Smart Beacons.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

BirdEye

JANUARY 27, 2021

One of the most important responsibilities for any property manager is to effectively communicate with their tenants in order to create a long-lasting relationship. The concept of maintaining good communication with tenants may seem simple enough to consistently execute. Expand your channels: Offer live chat and chatbot solutions.

Communication 98

Communication Multi-Channel How To Chatbots 98

BirdEye

DECEMBER 16, 2024

The storage industry is experiencing a transformation in how facilities operate and serve customers. Today’s storage customers reach out through multiple channels at all hours, expecting quick, personalized responses. Providing secure units is no longer enough to stay competitive.

Management 52

Management Multi-Channel Social Media System 52

NICE inContact

NOVEMBER 12, 2019

Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

CSM Magazine

JANUARY 24, 2025

In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. ICIW chose to use nShift Track.

Multi-Channel 52

Multi-Channel Ecommerce Communication Brands 52

CSM Magazine

JANUARY 24, 2025

In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. ICIW chose to use nShift Track.

Multi-Channel 52

Multi-Channel Ecommerce Communication Brands 52

CSM Magazine

DECEMBER 10, 2024

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. Offer Multiple Channels for Customer Support One of the most important steps cryptocurrency companies can take to improve their customer service is offering multiple communication channels.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

AWS Machine Learning

DECEMBER 3, 2024

Generative AI is reshaping businesses and unlocking new opportunities across various industries. With the capability to embed human expertise and communicate in natural language, generative AI amplifies human abilities, allowing organizations to utilize knowledge at scale. Seeding Rates: The recommended seeding rates vary.

Sales 108

Sales Knowledge Base Innovation Data 108

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BirdEye

DECEMBER 28, 2024

Specialized enterprise social media management software can address the unique needs of large multi-location businesses, providing tools to simplify operations and enhance customer engagement. Therefore, balancing a local presence, maintaining a consistent brand identity, and streamlining content publishing are critical for long-term success.

Social Media 52

Social Media Software Management Multi-Channel 52

BirdEye

NOVEMBER 22, 2024

However, online reputation management in Australia can be challenging, especially for multi-location businesses. A positive online reputation means a stronger brand perception in the industry. Multi-location listing management can be challenging. It is crucial that you take charge of the process.

Multi-Channel 52

Multi-Channel Management Social Media How To 52

Comm100

APRIL 25, 2019

consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal. Omnichannel has been one of the most talked about industry terms in the customer experience space. The challenge is that only 30%. So, what gives? What omnichannel is NOT.

Omni-Channel 169

Omni-Channel Customer Experience Multi-Channel Software 169