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The Channel-less Approach Versus The Omnichannel Approach

Second to None

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. What is the Channel-less Approach?

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. How to overcome those challenges?

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Improve the Omnichannel Experience, Reduce Customer Effort

CX Journey

How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. Don't confuse that with multichannel or any of the other "xx-channel" terms.

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A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire! Omni-channel is everything – Digital must be integrated, not isolated.

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Customer Experience Journey Mapping Strategies to Improve Business Performance

InMoment XI

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Align with Business Goals In order to get executive support, you will need to connect your customer journey map to business goals.

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CCO Forum 2017: Why you need a Chief Customer Officer

Customer Bliss

In the economic downturn, there was a great and lasting appreciation, understanding and criticality around organic growth of the customer base. Secondly, Omni-channel and social media challenges has increased and driven them to recognise that they must find a clear operational and behavioral way to show up to customers in a different way.

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How Does Your Organisation Talk Customer Experience? And What Does This Tell You?

Maz Iqbal

Is it any surprise that almost all talk so much and make so little impact when it comes to the Customer Experience? What Customer Experience lacks is not a toolbox of methods-techniques-tools. What Customer Experience lacks is not certified customer experience professionals.