Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. We’re moving towards personalized omnichannel experience in B2B customer journeys. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

SuiteCX

JUNE 16, 2017

Retailers will continue to struggle with an “omni channel” existence, trying to determine the perfect balance of physical presence and digital touch. What are the critical areas: Shared ownership of the Omni-channel Experience. What does this mean for Retailers? Investment in data and Technology. Change in mindset.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

InMoment XI

AUGUST 17, 2023

Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. Customers should be able to start an interaction on one channel and seamlessly transition to another without losing context. Personalise Interactions: Tailor your customer interactions to meet individual needs.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Responsetek

MAY 3, 2018

Your goal in the current sales environment is omnichannel consistency, but it requires a great deal of coordinated effort to achieve. Omnichannel consistency is worth the effort; it can create a point of differentiation that leads to greater customer loyalty. So, how can you establish your own Omnichannel Listening Strategy?

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

SuiteCX

JUNE 1, 2015

Multi-channel and Omni channel. Multi channel is enabling a customer to interact with you in multiple channels ( on the web, in person, through your call center etc.). Omni-channel is focused on integrating all the channels to make it easier for the customer to interact with you in any channel.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

SuiteCX

JUNE 16, 2017

Retailers will continue to struggle with an “omni channel” existence, trying to determine the perfect balance of physical presence and digital touch. What are the critical areas: Shared ownership of the Omni-channel Experience. What does this mean for Retailers? Investment in data and Technology. Change in mindset.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Omni-Channel 118

Omni-Channel Financial Groups Analytics 118

InMoment XI

JUNE 24, 2024

Key criteria might include: AI: ML-based, knowledge-based, or symbolic Generative AI: Pre and post-processing Deployment options Omnichannel data integration Security and regulatory compliance Strategy: This category assesses the vendor’s vision and roadmap. Product Roadmap: The planned future developments and improvements.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

Calabrio

MARCH 22, 2025

Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand. But they also want their experiences to be consistent across channels. These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

Happy or Not

APRIL 4, 2022

More flexibility, more integration and better omnichannel capabilities – those were the three themes in this year’s roadmap introduced in the first blog post of the year. Helping customers gain more omnichannel benefits. The post Flexibility, integration & omnichannel appeared first on HappyOrNot.

Omni-Channel 69

Omni-Channel Roadmap Feedback Analytics 69

InMoment XI

MAY 3, 2024

Click and Collect Data: Understanding customer preferences for omnichannel shopping experiences. Digital Post Fulfillment and Post-Purchase Data: Analysis of customer interactions and feedback after digital purchases, aiding in refining the online shopping experience.

Retail 195

Retail Return on Investment ROI Analysis 195

Quadient

JUNE 22, 2022

Consumers expect frictionless experiences that are timely and relevant, yet many organizations struggle to meet this standard, especially in an omni-channel world of increasingly diverse channel preferences. . He joined Quadient in 2019 and leads the portfolio vision and roadmap for Quadient CXM. Any-prem alternatives .

Omni-Channel 52

Omni-Channel Multi-Channel Roadmap Communication 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. We’re moving towards personalized omnichannel experience in B2B customer journeys. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Retently

NOVEMBER 27, 2024

It’s like a roadmap that shows where things are working – and where they’re not. By exploring new revenue channels, ecommerce businesses can tap into untapped markets, increase customer lifetime value , and future-proof their strategies. Emerging Channels 1. Here are the most powerful approaches: 1.

Ecommerce 149

Ecommerce Sales Strategy Tips 149

InMoment XI

APRIL 9, 2025

Technological Limitations Without omnichannel data collection and AI-driven insights, your business will struggle to collect and act on valuable competitor and customer data. It’s crucial to invest in an omnichannel customer experience platform like InMoment that doesnt miss out on key insights.

Trends 195

Trends Sales Analysis First Call Resolution 195

InMoment XI

AUGUST 16, 2024

When digital tools are integrated into customer-facing processes, such as service delivery, communication channels, and support systems, businesses can offer faster, more personalized, and consistent interactions. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

SuiteCX

MARCH 31, 2015

©2015 suitecx – Confidential Phases to Develop and Execute a CEM/CJM Governance /Quality Program PLANNING Develop CEM/CJM Program and Implementa-on Roadmap 1.  . ©2015 suitecx – Confidential What is the main purpose and goal of your journey mapping efforts? .

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Martin Hill-Wilson

JANUARY 29, 2016

Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent. I’ve tracked the previous two conferences and been updating my omni-channel master classes with the use cases as soon as they were published.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. Trend 3: Seamless Omnichannel CX in a Zero-Click World Whats Happening in 2025? With search engines evolving (hello, zero-click results), omnichannel customer experience is more critical than ever.

Trends 52

Trends Customer Experience Omni-Channel How To 52

Calabrio

APRIL 24, 2025

Omnichannel Capabilities The ability to apply consistent quality standards, analysis, and scoring across all relevant. Consider their implementation support, training resources, ongoing technical assistance, and product roadmap to ensure they are a long-term partner invested in your success.

Management 130

Management Contact Center Customer Experience Effort Score 130

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Playing the CX long game.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Need : Customer service software, sales tools, omnichannel software, live chat software. Zendesk divides its software into separately priced sub-products, meaning that to get its full omnichannel functionality, you have to pay more. Company Seeks Tool for Advanced Marketers.

Software 145

Software Customer Engagement Engagement Omni-Channel 145

Comm100

APRIL 23, 2019

According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. Clearly, there’s a disconnect here. There’s so much more to live chat than just reactive, customer-initiated conversations.

Customer Experience 170

Customer Experience Roadmap Omni-Channel Video 170

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. Omnichannel Voice of the Customer (VOC) : Integrate interaction data across various channels to create a comprehensive view of customer feedback.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Omnichannel Integration: Seamlessly unifying online and offline player data can help LATAM operators create consistent experiences, reward loyalty across channels, and engage mobile-first audiences effectively.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

InMoment XI

APRIL 3, 2024

Here, we highlight several elements intrinsic to meeting and surpassing customer expectations online: Making Omnichannel Your Top Priority Creating an omnichannel customer experience may be the biggest factor determining the success of any modern digital experience plan. Always be on the lookout for areas where you could be improving.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 195

Analytics Effort Score Social Media Innovation 195

CSM Magazine

NOVEMBER 21, 2024

As part of its strategic roadmap, TTEC Digital continues to invest in digital innovations that enable organizations to remain agile, competitive, and customer-centric in an evolving market landscape. For more information on digital transformation services from TTEC Digital, please visit ttecdigital.com.

Case Study 52

Case Study Roadmap Innovation Contact Center 52

Talkdesk

MARCH 12, 2020

Whether fulfilling their customer’s technology requirements or a need for support specialists to help manage and optimize omnichannel interactions, Humach’s human and AI-powered digital agents use Talkdesk’s cloud contact center technology to provide a world-class experience. Choosing Talkdesk.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

AWS Machine Learning

AUGUST 8, 2024

Notably, the team’s work extends to Webex Contact Center, a cloud-based omni-channel contact center solution that empowers organizations to deliver exceptional customer experiences. In the past year, the team has increasingly focused on building AI capabilities powered by LLMs to improve productivity and experience for users.

Contact Center 126

Contact Center Omni-Channel Multi-Channel Innovation 126

SurveySparrow

JUNE 2, 2023

Our omnichannel experience management platform can help you gather invaluable customer feedback, analyze it, and implement actionable changes that can take your ecommerce experience from good to great. Discover how SurveySparrow’s omnichannel experience management platform can revolutionize your ecommerce customer experience.

Ecommerce 52

Ecommerce Roadmap e-support Customer Experience 52

Hero Digital

OCTOBER 16, 2018

Our CX Maturity Model is a framework that helps to assess your current organizational approach and provide an achievable roadmap for moving forward. Segmentation practices are multi-faceted and robust at the cookie and customer levels, delivering cross-channel data that get centrally stored on well-integrated platforms. Let’s talk.

Omni-Channel 41

Omni-Channel Customer Experience Multi-Channel Roadmap 41

NobelBiz

NOVEMBER 6, 2023

How NobelBiz Steps In: Real-Time Insights NobelBiz’s omnichannel contact center software Omni+ plays a crucial role in improving connection rates with customers by offering a more personalized touch to each interaction. It’s like having a crystal ball that guides agents in delivering exceptional support.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

InMoment XI

OCTOBER 10, 2023

By offering a granular view of customer service operations and creating an omnichannel customer experience , these metrics empower businesses to make informed decisions, optimize processes, and craft experiences that resonate with their audience. They are not passive observers but active catalysts for change.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

OCTOBER 3, 2024

However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. Maintain An Omnichannel Experience An omnichannel customer experience is key for guests in the hospitality industry.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ECXO

NOVEMBER 16, 2023

Any technology that makes CX poorer has no place on the roadmap. Hyperpersonalisation at scale –for your eyes only Hypersonalisation – B2Bs delivering the best omnichannel experience are focussed on using customer data, analytics, AI and real time automation to deliver hyperpersonalised experiences.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194