NICE inContact

FEBRUARY 6, 2018

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Seamless Omnichannel Session Handling makes all the difference in quickly resolving the customer request at the first attempt.

Omni-Channel 186

Omni-Channel Customer Experience Multi-Channel Course 186

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

MARCH 4, 2019

When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). Omnichannel customer experience is no exception. Omnichannel customer experience is no exception. So, what is an omnichannel customer experience (CX) program? post video.

Social Media 186

Social Media Omni-Channel Advertising Customer Retention 186

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? The following is a lightly edited transcript of the video.

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

TechSee

OCTOBER 9, 2018

According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers. Go visual: Whenever possible, always offer visual information as a primary option – images, videos, or other visual engagement opportunities.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Comm100

NOVEMBER 15, 2023

In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs. Contrast this with a modern, AI-supported omnichannel approach. However, challenges abound.

Omni-Channel 113

Omni-Channel Engagement Touchpoint Entertainment 113

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. Shopping for an omnichannel solution can be intimidating. Shopping for an omnichannel solution can be intimidating.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

TechSee

DECEMBER 11, 2018

True omni-channel experience: Many of today’s companies recognize that customers want to contact an enterprise from anywhere at any time and from any device and platform—web, voice, chat, messaging, social media, video and email—and therefore support multiple channels of customer engagement.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. We’re moving towards personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Comm100

MARCH 21, 2023

Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. Provide more channel choice with omnichannel Customers today stay connected across a variety of channels, and they are no longer content with customer service that limits how they get support.

Self Service 226

Self Service Customer Service Strategy Omni-Channel 226

Vonage

MARCH 26, 2018

If you’re not providing an omni-channel service experience, your customers will happily switch to a competitor that does. Suitable materials for self-service portals include FAQs, explainer videos and step-by-step solutions for common problems. Offer support via social media J.D.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Esteban Kolsky

MARCH 17, 2022

in other words, the company was trying to control how the customer interacted with them, and pretended to care about the customer. and that brings us to what modern day CX is: experiences are not managed or designed by the company, they are what customers undergo (experience) when proper interactions happen. tsk-tsk-tsk. and we did.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

Comm100

JANUARY 6, 2022

To achieve digital CX excellence, support must include the following: Omnichannel . First and foremost, today’s digital support must be omnichannel. With omnichannel support, all the qualities needed for excellent CX fall into place. Read more: 4 Reasons Why Omnichannel is Now Key to Customer Support.

Customer Experience 246

Customer Experience Omni-Channel Chatbots Social Media 246

Comm100

MAY 16, 2021

You could try using Interactive Voice Response (IVR) to cut down wait times. So how can you manage all these separate channels? – Omnichannel customer support . If you’re on the hunt for a customer support system, then omnichannel should be on your shopping checklist. Customers want and expect immediate attention.

Software 224

Software Social Media Knowledge Base Omni-Channel 224

NobelBiz

APRIL 23, 2024

The Rise of Omni-Channel Communication in Collections Consumers are accustomed to receiving seamless communication across all channels. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

ProProfs Chat

MARCH 13, 2020

They want to interact with their brand via various channels, while all interactions are unified. . Omnichannel customer experience is the outcome of customer-centricity. Earlier, the synchronicity of customers across multiple channels simultaneously was a challenge for retail or e-commerce companies.

Omni-Channel 110

Omni-Channel Customer Engagement Engagement e-support 110

NICE inContact

JUNE 27, 2017

Carlson contact center leadership sought a way to centralize their guest communications and simplify contact distribution so that every customer interaction could be handled with a level of professionalism, personalization and consistency their competitors just couldn’t match. “We Centralize and simplify.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. ” “In addition to having bigger shopping baskets, omnichannel shoppers were also more loyal,” claims HBR. ” Neiman Marcus.

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

GetFeedback

APRIL 3, 2019

Striving to deliver the best products, services, and experiences, they adopted GetFeedback to create an omnichannel feedba ck program that would scale alongside them. . It allows us to recover any poor customer service interactions and it helps us identify why customers are calling us to improve that situation. .

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls.

Financial 243

Financial Trends Self Service Customer Experience 243

GetFeedback

FEBRUARY 12, 2019

GetFeedback’s SMS survey solution, SMS Invitations, has three elements that drive quality feedback and improve the customer experience: Automation: Survey invitations are automatically sent to customers after an interaction to prompt real-time feedback while it’s top-of-mind. Check out our demo video to see SMS Invitations in action.

Omni-Channel 236

Omni-Channel Transportation Comparison Survey 236

NICE inContact

JULY 18, 2019

Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available.

Contact Center 150

Contact Center Omni-Channel Call Center Video 150

NICE inContact

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. Last mile interactions are the most valuable and critical part of the customer journey.

Company 178

Company Contact Center Omni-Channel Insurance 178

ShepHyken

JANUARY 12, 2022

That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. Then the phrase omnichannel came around. A pop-up window asked if I needed help, so I started to interact via chat.

Omni-Channel 86

Omni-Channel Multi-Channel Video Social Media 86

BlueOcean

DECEMBER 20, 2017

They’ve been using YouTube to learn how to do everything from hacking their video games to curling their hair since YouTube was first created. These tools are also programmed to be highly interactive, with mobile-responsiveness and self-pacing. And in many of the schools they attended, coding is the new cursive.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

TechSee

APRIL 10, 2019

Comcast – Omnichannel support. 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

TechSee

APRIL 17, 2022

Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. This omnichannel customer experience enhances operational efficiencies, drives both customer and employee satisfaction, and, importantly, is increasingly expected by today’s customers.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

GetFeedback

OCTOBER 30, 2018

In fact, a recent Salesforce Research report notes that 80% of business buyers expect companies to respond and interact with them in real time. This type of interaction can occur across varying distribution channels at different touchpoints throughout the customer journey. That’s why we built GetFeedback for Salesforce Chat.

Survey 103

Survey Feedback Omni-Channel Knowledge Base 103

NICE inContact

APRIL 11, 2019

Reduce call wait times and provide faster connect to agents by leveraging global omnichannel routing across your centers so you can leverage global efficiencies . Provide agents with true omnichannel capabilities within an interaction, which enable them to pivot to the channel that is best suited to resolve the issue.

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

Uniphore

NOVEMBER 2, 2021

With the strong work-from-home reality, most people are using collaboration tools, including spending most of their day on video calls. Uniphore’s Conversational Automation platform taps into the non-verbal part of these engagements, like facial expressions, using real-time audio and video analysis.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. We’re moving towards personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

AWS Machine Learning

MARCH 14, 2024

We formulated a Retrieval-Augmented-Generation (RAG) solution that would allow the PGA TOUR to create a prototype for a future fan engagement platform that could make its data accessible to fans in an interactive fashion in a conversational format. As a result, we added columns to indicate common golf terms, such as bogey, birdie, and eagle.

Omni-Channel 130

Omni-Channel Sports Fashion Video 130

Comm100

MAY 13, 2019

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. Telemedicine is a use case that takes full advantage of these functions. It also makes your agents’ lives easier.

Effort Score 167

Effort Score Omni-Channel CRM Video 167

Lumoa

JULY 17, 2023

This Google technology is designed to offer the most accurate understanding of videos, images, and texts. According to Accenture Interactive’s Pulse Check report, 91% of consumers are likely to shop with brands that recognize them, remember previous transactions, and provide relevant offers and recommendations.

Customer Experience 195

Customer Experience Strategy Self Service Chatbots 195

GetFeedback

AUGUST 16, 2018

CSAT surveys measure how customers feel about a specific interaction or experience. Your brand’s CSAT score indicates how satisfied or dissatisfied customers are with a particular service, product, experience, or interaction. As more companies move toward offering omni-channel customer support, CES will continue growing in popularity.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. Video analytics and labor planning tools are matching staffing levels with customer volumes throughout the day. Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133