TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C Wireless 60

PeopleMetrics

APRIL 15, 2016

Examples include social media, Reddit, podcasts, and car blogs. And subject to wireless connectivity. So each extra second, extra click, or extra hurdle can affect the customer experience. Or even lead customers to finding a better option for their mobile toolkit. Just don’t lose sight of what your customers want.

Customer Experience 48

Customer Experience Wireless eBook Social Media 48

Michel Falcon Experience

JANUARY 31, 2017

When we opened Baro, we relied on several traditional and new age methods of recruiting such as posting on job boards and social media platforms which produced leads. At Baro, we separate our training in two parts: customer-centric (i.e. how to identify different personality types etc.) and skill-based (table maintenance etc.).

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Michel Falcon Experience

FEBRUARY 19, 2016

These types of conversations are extremely valuable, especially for individuals who want to grow their customer experience career. Could I have advanced my career in my 20’s faster by spending less time building and more time promoting, by writing a book and positioning myself on social media as an expert?

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Verint

OCTOBER 10, 2017

The bolded items comprise the core elements of a complete customer engagement suite. They work just as well with data and voice communications and are equally accessible from wired and wireless devices. And we believe the best solutions are omnichannel.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147