Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Each year, contact center executives gather for a few days of education on the latest innovations designed to ensure customers have a great experience.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

ShepHyken

SEPTEMBER 4, 2017

(Forbes) I talked with 10 top CMOs from a number of industries to get their insights into the changing role of the CMO, how they build relationships with customers, how they stay on top of changes in today’s omnichannel world, and more. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken.

2017 66

2017 Article Customer Service Net Promoter Score 66

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 Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Avaya

JUNE 27, 2017

That’s exactly why HITEC 2017 exists. In addition to educating on the future of the guest experience, we’re showing attendees exactly how they can begin reimagining CX possibilities—creating innovative new business outcomes and identifying unique revenue streams—with the right technology strategy.

2017 53

2017 Hospitality Guest Experience Hotels 53

ShepHyken

MAY 5, 2017

Forrester predicts that in 2017 “a new wave of technologies that remake industries and customer experience will begin to emerge.” That perfectly describes an omnichannel customer experience platform. Omnichannel enables businesses to manage all types of customer experiences through one place, too.

Blog 81

Blog Omnichannel Social Media Retail 81

transcosmos Information Systems

JANUARY 29, 2017

Fast forward to today and you could expect more innovations coming customers’ way. Here’s how experts weigh in on customer support trends for 2017 and the not-so-distant future: . Omnichannels are good for as long as customers can manage them. Customer Support Trends and Predictions.

Social Media 85

Social Media Omnichannel 2017 Customer Service 85

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. More than 50% of our customer interactions are now digital.

Chief Customer Officer 66

Chief Customer Officer 2017 Events Omnichannel 66

Avaya

MAY 31, 2017

For the contact center industry, it’s doubly impactful because not only do contact center companies need to transform themselves, they need to be innovating to enable all their customers and partners to transform as well. We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

ShepHyken

JANUARY 27, 2017

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. Whether it’s a text message when a package has been delivered, or a push notification when inventory is restocked, this omnichannel approach is nothing new.

Blog 99

Blog Technology Customer Service Management 99

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

CSM Magazine

FEBRUARY 15, 2019

Are you thinking about starting an omnichannel marketing campaign, but you’re not quite sure how to do it? In this article I’ll take a closer look, so you can effectively start an omnichannel marketing campaign and see why this useful method brings so much success to businesses around the world.

Omnichannel 40

Omnichannel Marketing 2017 ROI 40

Retently

SEPTEMBER 17, 2018

According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry. Apple’s focus on simplicity is also noticeable when you take their omnichannel support into account. A Brand Built on Innovation. Yes, it seems it is.

NPS 95

NPS Net Promoter Score Loyalty Omnichannel 95

NICE inContact

JANUARY 10, 2018

This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry as the first in a series of consolidations in the industry with competitors aiming to stay on in the game with the accelerated pace NICE was taking.

Contact Center 48

Contact Center 2017 Omnichannel Innovation 48

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Virtual Agent 59

Virtual Agent Multi-Channel 2019 Banking 59

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Virtual Agent 52

Virtual Agent Multi-Channel 2019 Banking 52

SurveySensum

JULY 14, 2020

She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Bold360

JULY 13, 2017

Multichannel and omnichannel might be this decade’s buzzwords, but that doesn’t mean they aren’t also essential to success for both your business and customers. How can Omnichannel Customer Service take this Further? McDonalds also know how to take their CX to the next level with omnichannel strategy.

Multi-Channel 56

Multi-Channel Omnichannel Advertising Social Media 56

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

Oracle

JANUARY 14, 2018

Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations. So in addition to taking in the magic of innovations at NRF, we also gathered some interesting data and insights on CX and the retail industry.

2018 49

2018 Retail Customer Experience 2017 49

Oracle

NOVEMBER 28, 2018

According to PricewaterhouseCoopers, by 2020 the demand for a one-company omnichannel customer experience will be amplified by the need for near perfect execution. Market disruptor StitchFix has done a masterful job of blending data science, an understanding of customers’ needs and preferences, and shopping behavior.

Hospitality 82

Hospitality Fashion Airlines 2017 82

OpinionLab

JANUARY 27, 2017

In fact, 70% of financial services CIOs say they plan to increase investment in technology in 2017. Mobile savvy individuals are also demanding, expecting continual innovation and maximal convenience. Check out our strategy guide “How a mobile mindset delivers superior omnichannel CX and demonstrable business results”.

Financial 68

Financial Banking Insurance 2017 68

Second to None

APRIL 2, 2018

Be Everywhere With Omnichannel. That’s why omnichannel marketing strategies are essential in today’s selling environment. Omnichannel means delivering a strong brand experience wherever your customers find you. Here’s how to use omnichannel to build ongoing customer relationships: 1.

Omnichannel 54

Omnichannel Voice of Customer Brands Customers 54

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions. For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding edge.” Today, AI in the self-service space (e.g.,

Contact Center 54

Contact Center 2017 Omnichannel Interaction 54

SurveySparrow

NOVEMBER 18, 2020

Honoring the year’s most innovative ventures, & exceptional accomplishments, Red Herring’s Top 100 North America Award brings together C-level technology entrepreneurs, corporate strategists, and venture financiers from across the continent.

2020 59

2020 2017 Omnichannel Innovation 59

OpinionLab

JANUARY 27, 2017

In fact, 70% of financial services CIOs say they plan to increase investment in technology in 2017. Mobile savvy individuals are also demanding, expecting continual innovation and maximal convenience. Check out our strategy guide “How a mobile mindset delivers superior omnichannel CX and demonstrable business results”.

Financial 60

Financial Banking Insurance 2017 60

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

Stella Connect

JUNE 28, 2018

The two things consumers want most— omnichannel consistency and an effortless customer experience —are moving targets. Constant innovation is a brand’s best hope for survival and growth. As of Q3 2017, 30% of the company’s transactions involved mobile payments. Become an Omnichannel Leader: 3 Keys to Success. The results.

Omnichannel 40

Omnichannel Retail 2017 Customer Journey 40

Stella Connect

JUNE 28, 2018

The two things consumers want most— omnichannel consistency and an effortless customer experience —are moving targets. Constant innovation is a brand’s best hope for survival and growth. As of Q3 2017, 30% of the company’s transactions involved mobile payments. Become an Omnichannel Leader: 3 Keys to Success. The results.

Omnichannel 40

Omnichannel Retail 2017 Customer Journey 40

CSM Magazine

APRIL 13, 2022

Stress levels among agents are rising sharply with 96% claiming to feel stressed at least once a week, while 33% of agents are stressed multiple times a week – up from 25% in 2017. additional omnichannel interactions per day? [i] Is it any wonder, given that they are dealing with 14.4 Here are three ideas for inspiration: 1.

2017 59

2017 Omnichannel Article Customer Satisfaction 59

Avaya

APRIL 24, 2017

The key is investing in an extensible, omnichannel customer engagement solution. According to Deloitte’s 2017 “Contact Center Benchmarking Report,” nearly 60% of customer channels are currently being managed in silos. Your customer engagement solution should boast simple capabilities.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

CX Journey

JANUARY 3, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. Silos kill innovation. And say good-bye to the omnichannel experience! In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. There are more than nine, without a doubt!)

Culture 59

Culture Government Leadership Customer Journey 59

Oracle

JANUARY 13, 2020

Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. Trend #3: Getting creative with omnichannel. Omnichannel customer experience is not a new concept in retail, but retailers are getting more creative with it in 2020. Courtesy of NRF.

Retail 54

Retail 2020 Customer Experience Omnichannel 54

Second to None

APRIL 18, 2019

A survey conducted by Influencer Marketing Hub revealed that 86 percent of marketing firms plan to dedicate a part of their budget towards the initiative this year; a percentage that has jumped by nearly 50 percent since 2017. [1] 1] Furthermore, Bloomberg found that $255 million is spent on influencer marketing every month. [2]

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Ascribe

SEPTEMBER 5, 2024

[FOR IMMEDIATE RELEASE] Montreal, QC and Cincinnati, OH, September 05, 2024 Voxco, a global leader in omnichannel survey software, today announced it is joining with Ascribe, a pioneer in text analytics and verbatim coding management solutions.

Omnichannel 40

Omnichannel 2024 2017 Innovation 40

Talkdesk

JANUARY 31, 2018

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. Omnichannel. To learn more about some of Talkdesk’s innovative new tools to increase CX, click the button below.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56

Comm100

DECEMBER 1, 2017

Companies Are Investing in Omnichannel. An omnichannel strategy allows customers to fluidly move from one channel to the next without friction, making it an important part of the customer experience. The top spending areas for omnichannel in 2018 are as follows: Voice communication (62%). Email (54%). Live chat (48%).

Contact Center 58

Contact Center 2018 Customer Centricity Social Media 58