Peter Lavers

JULY 14, 2017

Just like most other sectors, sport has gone digital, omni-channel, real-time, and customer empowered. This is a company that has truly embraced the new realities of omni-channel – it was abundantly clear that customer experience is of top importance. Well, no, to be frank. Another challenging thought!

Omni-Channel 65

Omni-Channel Customer Experience Management Ecommerce 65

NICE inContact

SEPTEMBER 7, 2021

I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass).

Contact Center 184

Contact Center Sports Omni-Channel Management 184

InMoment XI

OCTOBER 4, 2024

The right tools will offer features like real-time feedback collection, omnichannel support, and sentiment analysis to help you make data-driven decisions on enhancing customer experience. Limited channels for feedback collection. You can gain a significant advantage over your competition by investing in a robust CXM platform.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

TechSee

SEPTEMBER 21, 2021

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. The cable industry is at a crossroads.

Self Service 41

Self Service Advertising Entertainment Return on Investment 41

AWS Machine Learning

MARCH 14, 2024

Over time, we aim to evolve the assistant into a personalized, omni-channel experience accessible across web, mobile, and voice interfaces. As the sports generative AI landscape evolves, it enables the creation of new content. Beyond sports, our methodology can be replicated across any industry.

Omni-Channel 114

Omni-Channel Sports Fashion Video 114

NICE inContact

FEBRUARY 6, 2019

It is never a silo-ed operation, it is a team sport. A successful CX toolset is not just one which is customer facing with omnichannel and always-on service. A successful CX organization tries to build a centralized view of CX; aligning different groups – Marketing, Sales, Service and beyond. CX demands a broad and wide technology .

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

Lumoa

FEBRUARY 6, 2018

Silos is often the result of the same product-centricity as above, this needs to be fixed from board level downwards, with equal accountability and collaboration between the heads of customer, product, and omnichannel.” Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Interactions

APRIL 14, 2022

Omnichannel customer engagement seemed like the promiseland. Customers were given the ability to engage on any of the multiple channels a brand deployed and jump between those channels with ease. With several years of omnichannel experience under our belts, we know that reality didn’t play out well for brands.

Omni-Channel 62

Omni-Channel Sports Brands Engagement 62

AWS Machine Learning

MARCH 1, 2024

Genesys Cloud (an omni-channel orchestration and customer relationship platform) provides a contact center platform in a public cloud model that enables quick and simple integration of AWS Contact Center Intelligence (AWS CCI) to transform the modern contact center from a cost center into a profit center.

Chatbots 108

Chatbots Self Service Omni-Channel Contact Center 108

Experience Investigators by 360Connext

APRIL 23, 2024

Strategic Investments in Customer Experience As we often say, CX is a team sport. Building an omnichannel experience ensures a consistent journey across all touchpoints, providing a seamless interaction for our customers. These investments are long-term strategies for returns for both customers and employees alike.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Oracle

JANUARY 17, 2019

Hyken says,”The merged identity fans have with their favorite sports teams is about unshakable loyalty. So, the next time you think of customer loyalty, think about the level of loyalty that the Chicago Cubs, or any other sports franchise, create with their fans. Consider an omnichannel approach.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

2020 Research

AUGUST 3, 2023

Sago’s recent webinar, Back-to-School Tech & Trends: The Power of Influencers and Omnichannel Dynamics, delves into the fascinating world of back-to-school technology trends and the results from a recent survey of American and Canadian back-to-school shoppers. Omnichannel shopping is particularly high for apparel, with 79% of U.S.

Omni-Channel 52

Omni-Channel Trends Apparel Social Media 52

Think Customers

DECEMBER 14, 2020

This is true as true in sales as is it in sports – probably more so. The key to turning casual buyers into loyal customers is delivering a great customer experience, and a key element on that front is having an omni-channel strategy. But what’s the best way to develop diehard fans?

Omni-Channel 52

Omni-Channel Sales Rewards Programs Effort Score 52

OpinionLab

MAY 4, 2017

In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. Consider a sports example, known for highly emotional fan behavior.

Sports 79

Sports Apparel Rewards Programs Omni-Channel 79

NobelBiz

NOVEMBER 6, 2023

It’s like the premium gas you put in a sports car – it makes everything run smoother, faster, and more efficiently. Omnichannel Integration for Holistic Support In the context of contact center automation, the integration of omnichannel support is essential for providing holistic assistance.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Steve DiGioia

SEPTEMBER 16, 2016

To address this we are building a base that will enable us to offer “omnichannel communication” to our tenants, 24 hours a day, 7 days a week. As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. BM : Sounds like a great place to work!

Industry 100

Industry Customer Experience Customer Journeys Sports 100

Comm100

MAY 22, 2020

Free Omnichannel Customer Engagement. Get Omnichannel Free. Omnichannel. If you want an excellent example of innovative and relevant names, look at the sports team names in the NFL, NBA, and NHL. Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too.

Call Center 130

Call Center Omni-Channel Conference Fashion 130

Peter Lavers

JULY 10, 2018

Like most other sectors, sport has gone digital, omni-channel, big data, real-time, and customer empowered. This core match data is a critical part of the big data picture that encircles these two wonderful weeks of sport. Sport Industry Group article on AI speed-editing Wimbledon clips [link].

Omni-Channel 8

Omni-Channel Data Sports Social Media 8

Gainsight

JANUARY 8, 2021

Conor’s team brings a deep understanding of the customer, expertise in developing omnichannel programs, and a high product guide knowledge level. The post Team Sport: Adobe’s Approach to In-Product Guides appeared first on Customer Success and Product Experience Software | Gainsight.

Sports 52

Sports Effort Score Tips Analytics 52

Avaya

MAY 8, 2019

On any given day, contact center agents at C3i Solutions may field inquiries regarding sports drinks, tires, or pharmaceuticals, just to name a few.

Innovation 74

Innovation Customer Engagement Engagement Contact Center 74

Magellan Solutions

JULY 5, 2021

Case 4: Global Sports Media Network. Increase in response rate across all channels – voice and non-voice customer support. The insurance company’s digital strategy was not yielding the complete value of omni-channel engagement. Philippines outsource customer service provided the following results: .

Omni-Channel 52

Omni-Channel Customer Service Average Handle Time e-support 52

Happy or Not

NOVEMBER 13, 2024

XXL Sports & Outdoor: achieving 94% satisfaction during peak season XXL Sports & Outdoor, a leader in sports retail, set out to improve customer experience during busy shopping seasons. This is a great customer service example of how to address customer issues to exceed customer expectations proactively.

Examples 36

Examples Customer Service Case Study Hospitality 36

Beyond Philosophy

JUNE 4, 2015

As they stated, right up front (Chapter 1, page 4): “What we call a humanistic company is run in such a way that its stakeholders—customers, employees, suppliers, business partners, society, and many investors—develop an emotional connection with it, an affectionate regard not unlike the way many people feel about their favorite sports teams.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

CSM Magazine

JANUARY 29, 2024

Omni Channel Support With Multilingual Options Gambling platforms in Canada need to offer several customer service contact details. Also, bettors who are following specific sports like football or basketball or leagues like the NBA or Premier League will have those options displayed at the top.

Omni-Channel 52

Omni-Channel Customer Service Knowledge Base e-support 52

BlueOcean

DECEMBER 13, 2022

Other examples are the collaborations between Hilton and Lyft , Shell and Dunkin’ , Macy’s and Dick’s Sporting Goods , and then there is Scene+ in Canada who’s loyalty program brings together company brands offering movies, travel, shopping, dining, groceries and more all under one consolidated program.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

Kustomer

JUNE 3, 2021

Eric often finds that other leaders overuse buzzwords like omnichannel to gain attention in the CX world, causing such terms to lose their true meaning. Many companies think they’re qualified as omnichannel simply for offering multiple communication routes between customers and agents. You can, that is true omnichannel.”.

Omni-Channel 52

Omni-Channel Multi-Channel Exercises System 52

Optimove

NOVEMBER 14, 2019

Arc’s offering allows brands to nudge the shopper down the path to purchase by creating contextually relevant omni-channel content, engagements and experiences that extend the reach and impact of physical and digital activations to drive sales and post-transaction loyalty.

Omni-Channel 40

Omni-Channel Multi-Channel Ecommerce Sports 40

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. In 2019, automatic call distribution sported 23.3% The industry continues to change, most recently with the emergence of omnichannel management. Omnichannel management creates opportunity. AI-powered technology that addresses the needs of a changing workforce.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. With advanced data and personalization, we should be able to provide truly personal and omnichannel experiences to customers. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

AUGUST 29, 2015

Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Customer Experience Improvement is a Team Sport. Related articles: Are You a Customer Experience Action Hero?

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

BirdEye

OCTOBER 11, 2024

Omnichannel analysis GenAI data analysis isn’t just about saving time—though Insights AI absolutely does that—it’s also about gathering omnichannel signals from various sources in one place. Ultimately, this means that instead of digging through raw data, you can spend time turning those insights into action.

Comparison 52

Comparison Analysis Trends Social Media 52

Retently

APRIL 5, 2024

Retailers who understand and strategically use an omnichannel approach are more likely to build strong, lasting relationships with their customers. Creating an omnichannel retail experience is about ensuring that customers can glide seamlessly from online to in-store to mobile app platforms without missing a beat.

Retail 78

Retail Engagement Strategy Customer Experience 78

RapportBoost

JUNE 17, 2019

Of course, now it’s changed so much, and there’s been more of an all-around contact, multichannel, omnichannel contact center. I think one of the challenges right now is that many contact centers are multichannel, not omnichannel. Totally different sport and different techniques, right? Back then, it was all voice.

Contact Center 66

Contact Center Call Center Omni-Channel Course 66

SurveySparrow

FEBRUARY 8, 2022

SurveySparrow is an omnichannel experience management platform that helps businesses, of all sizes, refine the journey of their customers and employees from end to end. SurveySparrow powers transformations with omnichannel feedback. Our client list includes Warner Bros, Gartner, EA Sports, GrantThornton, among others.

Omni-Channel 52

Omni-Channel Sports Chatbots Survey 52

AWS Machine Learning

SEPTEMBER 23, 2024

This has led to a steady paycheck since he was 10 years old, with jobs in landscaping, sandwich artistry, sporting goods sales, satellite installation, firefighter, and bookstore aficionado… just to name a few. Josh believes the key to success is curiosity combined with the grit and grind to make ideas reality.

Analytics 110

Analytics Self Service First Call Resolution Banking 110

Optimove

FEBRUARY 16, 2023

This cutting-edge mobile marketing solution ensured our clients could execute a truly omnichannel CRM Marketing strategy without ever needing another platform. In  May , we welcomed  Fanatics , the leading sports apparel company, to help them employ a more customer-led marketing approach.

CRM 52

CRM Sports Marketing Apparel 52

SurveySparrow

OCTOBER 30, 2022

5 Sports Poll Questions. If politics is an ever-present topic, so is sports. Sports bring people together from one end of the world to the next. So, if you’re creating a sports poll, these are the types of questions you should use; On a scale of 1 to 10, how active a person are you? What would be your favorite sport?

Sports 52

Sports Travel Financial Omni-Channel 52