InMoment XI

JANUARY 10, 2024

The future of the contact center lies in the omnichannel contact center. What is an Omnichannel Contact Center? An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. What Does an Omnichannel Contact Center Solve?

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

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

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

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

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. It involves leveraging customer feedback, reviews, videos, and other customer-created content to create an authentic customer experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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? Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Omni-Channel 178

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

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

Vonage

FEBRUARY 23, 2017

Using multiple retail channels promotes success. Research by Salesforce revealed that companies are 22 times more likely to retain their customers if they have a strong omni-channel strategy. This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

InMoment XI

SEPTEMBER 29, 2022

Strategy #2: Master Omnichannel Experiences. Retail banking customers today demand consistent, intuitive omnichannel experiences that are personalized and accessible anywhere. Learn how retail banking giant Virgin Money analyzed customer emotions across the journey to create specific improvements and positive emotions in this video!

Banking 370

Banking Retail Data Omni-Channel 370

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? inContact conducted research on Omnichannel customer service experiences and results. Voice being by far the most preferred contact channel. The post Are You Meeting Your Customers’ Expectations for Omnichannel Service?

Omni-Channel 145

Omni-Channel Customer Expectations Meeting Self Service 145

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Check the video below from UX Mastery to understand the basics of customer journey mapping.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. For businesses, mastering omnichannel marketing is no longer optional; its essential. Table of contents What is omnichannel marketing? Where can your business benefit from an omnichannel strategy?

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. For businesses, mastering omnichannel marketing is no longer optional; its essential. Table of contents What is omnichannel marketing? Where can your business benefit from an omnichannel strategy?

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

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

Comm100

MAY 16, 2021

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. Omnichannel customer support platforms connect every digital channel and customer conversation together on one platform.

Software 224

Software Social Media Knowledge Base Omni-Channel 224

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

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

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

Comm100

OCTOBER 13, 2022

This includes producing a variety of content types across the web, in a variety of formats, such as: Blog posts Long form videos like interviews and video podcasts Short form videos showcasing answers to common questions Infographics. Thankfully, omnichannel software is making it easier than ever to be everywhere at once.

Strategy 244

Strategy Chatbots Social Media Omni-Channel 244

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

Comm100

JANUARY 25, 2022

At the center of this, and key to empowering your agents to provide customized support, is an omnichannel platform. . Digital omnichannel platforms connect every key digital channel together, whether that be live chat, email, social media, or even SMS. Another important feature that live chat provides is audio and video chat.

How To 246

How To Chatbots Omni-Channel Social Media 246

Esteban Kolsky

MARCH 17, 2022

in other words, Ed and I wrote the initial idea that customers, now more connected and better equipped, were in the position to demand experiences and we tried to help them understand what experiences were (here’s a video i did with Ed talking about that and the progress since then, really worth the 20′ to understand the evolution).

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

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. In that scenario, I used the website FAQ, live chat, video, and email.

Omni-Channel 85

Omni-Channel Multi-Channel Video Social Media 85

Retently

DECEMBER 10, 2024

Omnichannel Accessibility: Centralized customer interactions across touchpoints, ensuring surveys are accessible on any device. Optional Media Integration : Availability to include videos and images within forms. It also includes video questions/answers, reCAPTCHA and custom subdomain.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Quadient

JULY 25, 2022

Quadient has been building on first-to-market capabilities in Omnichannel Orchestration and Journey Management with strong Personalized Video integrations, making it easy to see why Quadient is a Leader in this new grid. We are excited to hear what you, and others, have to say about this developing grid.

Omni-Channel 95

Omni-Channel Marketing Software Social Media 95

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. And when it comes to the production floor, a contact center with an elegant omni-channel offering utilizing leading edge tools offers a win-win for both the customers and the agents who support them.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

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

Comm100

SEPTEMBER 14, 2022

Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. As well as instant messaging, Comm100 Live Chat also enables video and audio chat, co-browsing, file sharing, and auto-chat translation.

Software 237

Software Omni-Channel Social Media Chatbots 237

Comm100

AUGUST 1, 2023

Thoughtful touchpoints such as checking in post-purchase, sending a how-to video or asking consumers to write a review generate positive brand perceptions were given as examples of important personalized customer service. These platforms connect every digital channel into one platform and unified inbox. s personalization survey.

Customer Service 215

Customer Service How To Omni-Channel Video 215

Comm100

FEBRUARY 6, 2023

Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. A humanized digital CX should allow you to deliver a consistent experience through all these channels. Omnichannel experiences are important to financial institutions for two reasons.

Financial 243

Financial Trends Self Service Customer Experience 243

Uniphore

JANUARY 4, 2022

Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Sylvain Tremblay Senior Vice President Sylvain Tremblay is Senior Vice President of Video AI Business at Uniphore. Conversational AI Platform. U-Self Serve. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI. Speech Analytics. Our Mission.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

GetFeedback

FEBRUARY 12, 2019

Check out our demo video to see SMS Invitations in action. Browse our different distribution channels on our omnichannel page. Ready to supercharge your omnichannel feedback program and collect actionable customer experience data? Want to learn more? Get into the weeds with our Knowledge Base article.

Omni-Channel 236

Omni-Channel Transportation Comparison Survey 236

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

Upstream Works

SEPTEMBER 15, 2021

Omnichannel is a foundational piece when it comes to modernizing the contact center and adopting the technologies needed to meet today’s customer expectations. The term “omnichannel” has been with us for several years, but the concept remains poorly understood, creating a holdback for adoption.

Omni-Channel 78

Omni-Channel Contact Center Customer Centricity B2C 78