NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Avaya

SEPTEMBER 7, 2017

By 2021, he predicts that: 1 million consumers will be shopping in virtual reality. This has made the concept of an omnichannel customer experience integral for success. Research shows, however, that companies across the board are still struggling to get omnichannel right. Apple, Google, Facebook).

Omnichannel 67

Omnichannel Customer Experience Contact Center Social Media 67

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Under the Telephone Consumer Protection Act, text messages are the same as phone calls. With Omnichannel Session Handling you can do exactly that!

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. Author: Guest author: Martin Hill-Wilson One of the masterclasses I run is on omnichannel engagement. Yes, the snake oil is already out and about for the next greatest hero channel.

Omnichannel 55

Omnichannel Engagement 2017 Multi-Channel 55

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Magellan Solutions

JULY 27, 2017

These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Need for omnichannel communication. Call center technologies are stepping up to meet this demand for an omnichannel communication that improves customer experience by reducing repetition and effort. Contact us now!

Call Center 56

Call Center 2017 Omnichannel Government 56

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Magellan Solutions

FEBRUARY 28, 2017

Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. Get to know them – You’ll need to understand millennials in order to enginner your omnichannel and cater to their specific preferences.

Call Center 61

Call Center Omnichannel 2004 Social Media 61

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Under the Telephone Consumer Protection Act, text messages are the same as phone calls. With Omnichannel Session Handling you can do exactly that!

Contact Center 48

Contact Center Omnichannel 2017 Interaction 48

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Go beyond digital—think omnichannel. Customers are feeling indifferent.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Thunderhead

OCTOBER 19, 2018

While OEM websites now represent the “biggest single influence to purchase decision” *, dealers continue to play a critical role in the sale experience – according to Auto Trader’s Car Buyers Report 2017, 67% of buyers visited dealerships. Does digital car buying need a little more love? Easier said than done?

Omnichannel 40

Omnichannel Automotive 2018 2025 40

ShepHyken

FEBRUARY 27, 2017

RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty.

2017 75

2017 Article Customer Service Retail 75

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Only eight percent of health care organizations consider consumer expectation a high priority and have implemented several consumer-based strategies with some success.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

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 is trusted by 92% of consumers. “It’s every contact the customer has with your people, your product, and the way it is delivered.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Kustomer

AUGUST 11, 2022

An Accenture Strategy Research Report found that 42% of consumers will stop giving a brand business if they’re frustrated with the company. Additionally, 21% of those consumers admit that they’ll never go back after walking away. Consumer expectations are shifting. Customer Loyalty and Retention.

Customer Service 88

Customer Service Social Media Loyalty Competitive Advantage 88

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed. Artificial intelligence (AI) is hot.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

ShepHyken

MAY 5, 2017

But not every company offers self-service options to its customers, which brings us back to more time-consuming and often irritating means of contact. Forrester predicts that in 2017 “a new wave of technologies that remake industries and customer experience will begin to emerge.” So, what can be done to address the problem?

Blog 81

Blog Omnichannel Social Media Retail 81

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. A few things including these 3: An omnichannel approach. The vast majority of consumers today (81%) research online before making a big purchase (e.g., No Googling, either.

Fashion 130

Fashion Retail Multi-Channel 2017 130

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Omnichannel Customer Support Options .

Customer Experience 66

Customer Experience Multi-Channel Call Center Omnichannel 66

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Look for steadily increasing consumer pushback as more companies bring chatbots online.

2018 111

2018 Omnichannel 2017 Customer Centricity 111

Oracle

DECEMBER 18, 2019

Although this article and infographic were published way back in 2017, its continued popularity goes to show that we’re still intrigued by this modern customer – their wants, needs, and motivations to purchase. AR (augmented reality) is the next big thing – but does the common consumer (or professional) know exactly what AR is?

2019 54

2019 Customer Experience Omnichannel 2020 54

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Retail 73

Retail Customer Experience 2017 2016 73

Eptica

MARCH 21, 2019

9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study. 69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Published on: March 21, 2019.

Brands 80

Brands 2019 Insurance Fashion 80

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Comm100

MARCH 4, 2021

In 2017 this was as low as 80.6%, so it’s a fantastic achievement, especially given the difficult circumstances caused by the pandemic. It’s time for omnichannel. While there are many reasons for this, one that is at the heart of it is their ever-increasing embrace of omnichannel customer engagement. Customer satisfaction shone.

2021 52

2021 2020 Omnichannel Download 52

ERDM

FEBRUARY 12, 2018

Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” In our ERDM VoC research , consumers told us time and time again that marketers still don’t get it!

Fashion 58

Fashion 2017 Omnichannel 2018 58

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. In the eyes of consumers, the gap between excellent customer service providers and everyone else continues to widen.

2018 40

2018 Customer Service Contact Center Omnichannel 40

West Monroe

MARCH 17, 2024

Given the high-rate environment, history tells us that when the consumer economy softens, investment dollars tend to flow out of the traditional stock market and into agriculture, looking for tangible assets in the form of land. years from 2017. The result?

2024 52

2024 Banking Financial Insurance 52

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. Kathleen will be sharing highlights from the most recent consumer and corporate reports released within the Customer Experience Management Benchmark (CXMB) Series. and Execs In the Know, focuses on exploring the customer journey from both the corporate and consumer points of view. June 7-9, 2017.

Events 40

Events Seminar 2017 Contact Center 40

Avaya

MAY 31, 2017

Since the beginning of the contact center industry we have been and are innovating communications tools and applications that enable business to get done at the speed of thought—true transformational change that meets the expectations of consumers and employees head on. requires the ability to change. Companies are done kicking the tires.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

ShepHyken

JANUARY 27, 2017

76 percent of consumers say that customer service is the true test of how much a company values them, according to Parature. 2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share. It’s a must-have.

Blog 96

Blog Technology Customer Service Management 96

Team HGS

FEBRUARY 6, 2018

Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017.

2018 45

2018 White Paper 2014 Contact Center 45

eGain Blogs

JANUARY 4, 2018

The second is a consumer survey. eGain, along with Forrester Consulting, asked 5000 consumers what they hated the most when they asked for customer service help. We have these experiences fairly often as consumers. What can contact centers do to address content-related consumer and agent pain points?

Contact Center 53

Contact Center Touchpoint 2017 Omnichannel 53