NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. Afterall, delivering on the omnichannel promise takes some effort. Is it worth it?

Omnichannel 59

Omnichannel Contact Center 2018 2019 59

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

InMoment XI

OCTOBER 3, 2024

79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Call Experts

JANUARY 23, 2019

Omnichannel is quickly becoming a fundamental concept for businesses. Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. What makes omnichannel challenging? Retailers have lost millions. What is this process?

Omnichannel 53

Omnichannel Management Call Center Multi-Channel 53

Magellan Solutions

JULY 28, 2021

Why is omnichannel retail valuable? The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. Consumers will always want better prices, selection, and convenience. Ultimately, an omnichannel strategy can help drive increased sales and revenue. Sales channels.

Omnichannel 52

Omnichannel Multi-Channel 2022 Retail 52

Call Experts

JANUARY 9, 2019

Omnichannel management creates opportunity. Consumer Experiences in The Digital World. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. The Secret to Long-Term Growth for Your Business.

Consumers 64

Consumers Call Center 2018 Contact Center 64

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Omnichannel Contact Center 2018 48

Comm100

DECEMBER 2, 2021

Omnichannel expectation. In 2022, financial services will step up to the mark and catch up with other industries, investing in technology that allows them to offer customers the array of digital channels they have to expect – and omnichannel will be at the core of this. Between 2018 and 2020, the adoption of chatbots increased by 67%.

2022 98

2022 Financial Customer Experience Omnichannel 98

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

Oracle

JANUARY 17, 2019

It moves beyond just one transaction from start to finish, and instead is the overall perception consumers develop after an encounter — of any kind — with your brand. CX is a connected, holistic approach to engaging consumers and meeting — or better yet, exceeding — the conscious or unconscious expectations they develop about your brand.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

Oracle

NOVEMBER 12, 2019

This is a preview of the ebook “ 3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy “ Omnichannel optimization is essential for success with 21st century shoppers. Neglecting to optimize for mobile is among the top omnichannel marketing mistakes.

Omnichannel 45

Omnichannel Loyalty Social Media 2019 45

Second to None

FEBRUARY 21, 2018

As a result, every brand needs to effectively curate an omnichannel Customer Experience if they hope to compete. Alex Craddock, the global head of marketing for personal systems at HP touched on the importance of omnichannel optimization in his recent interview with CMO’s Giselle Abramovich.

Omnichannel 54

Omnichannel Brands Retail Consumers 54

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 2018 70

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond.

2018 49

2018 Retail Customer Experience 2017 49

Oracle

JANUARY 15, 2019

“2018 was a really good year for retail,” Cornell said, also referencing Target’s 2018 holiday season success , and the overall positive outlook for the results of the 2018 retail shopping season. Seamless omnichannel experiences. “Target posted its best sales in a decade.” Be willing to invest.

2019 100

2019 Retail Customer Experience Omnichannel 100

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards?

Contact Center 57

Contact Center 2018 Customer Centricity Social Media 57

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. 70 per interaction.

2022 105

2022 Customer Service Omnichannel 2021 105

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. At that current rate, digital was expected to overtake voice in 2018. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

Oracle

SEPTEMBER 12, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Audience-First: Get the Fundamentals to Omnichannel Strategy . Ready to register for Oracle OpenWorld today?

2018 66

2018 Marketing Omnichannel Events 66

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Call Experts is a complete contact center offering customer support through live agent experiences with omnichannel management and AI-powered automated solutions. Do you have the answers?

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

Currency Alliance

JUNE 21, 2018

In the attention economy, the mind of the modern consumer is hardwired for instant gratification – often at zero effort. The app cuts through to attention-starved consumers by offering a ‘daily hit of new rewards and experiences’, and is also social-enabled, allowing members to boost their points by sharing the app with friends.

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45

Thunderhead

OCTOBER 19, 2018

Direct to consumer’ sites are springing up everywhere: Hyundai, Smart and Peugeot , plus (on the Rockar platform) Jaguar , Land Rover , and recently, Ford. In the end, eight out of ten consumers are unhappy with their car because the search and selection process is so complex and confusing that they’ve ended up compromising.

Omnichannel 40

Omnichannel Automotive 2018 Retail 40

Oracle

MARCH 29, 2018

At NRF 2018, we asked retail leaders: “ What are the top retail trends in 2018? I think 2018 has the opportunity to be the return of the retail Jedi. I think 2018 has the opportunity to be the return of the retail Jedi. I think that trend is going to continue into 2018. Copyright © 2018 Oracle.

2018 56

2018 Retail Fashion 2017 56

Answer Dash

MAY 7, 2018

79% of consumers want brands to demonstrate they care before considering a purchase,” ( Wunderman ). Discerning Eye 75% of users, “have used comparison services for consumer goods, and trusted online reviews as much as personal recommendations,” ( McKinsey ). Organisations with a poor omnichannel strategy retain just 33% of customers.

2018 54

2018 Customer Experience B2C B2B 54

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. This blog post is not about the top customer service trends to watch out for in 2018. Who is doing this right?

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45

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. What will brands’ biggest concerns be in 2018? Consumer Expectations for Omnichannel Will Soar.

2018 40

2018 Customer Service Contact Center Omnichannel 40

Avaya

JANUARY 14, 2019

External customers (consumers of products, patients, students, investors, etc.) Devoting resources to DCX is a wise move, according to Nemertes’ 2018-19 Digital Customer Experience research study of 697 IT and business leaders across North America, Europe, and Asia-Pacific.

Customer Experience 73

Customer Experience Competitive Advantage 2018 Social Media 73

Oracle

SEPTEMBER 4, 2019

With data and tech improvements in all industries, consumers are — rightfully — expecting more and more from the companies they buy from. Oracle research shows that 86% of consumers will pay more for a better customer experience. Omnichannel strategies are key to a connected customer experience.

Connections 71

Connections Customer Experience B2C 2018 71

Call Experts

JANUARY 8, 2020

Omnichannel experience. Omnichannel management creates opportunity. Consumer Experiences in The Digital World. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. Do you have the answers?

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. The industry continues to change, most recently with the emergence of omnichannel management. Omnichannel management creates opportunity. Consumer Experiences in The Digital World. 10 Trends That Will Disrupt Customer Service in 2018. through 2022.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Oracle

SEPTEMBER 24, 2018

41% of survey respondents don’t feel confident they have access to all of the information necessary to truly comprehend their consumers and in turn deliver better experiences. Managing an omnichannel experience. As a bonus, you’ll get the full 2018 Smarter CX Insights Report right after you’re done.

Customer Experience 77

Customer Experience Omnichannel 2018 Measurement 77

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. 70 per interaction.

2022 90

2022 Customer Service Omnichannel 2021 90

Second to None

APRIL 12, 2019

Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] In the current market where consumers run the show, it is crucial that companies connect with their customer through channels that the customer identifies with. Create an Omnichannel Experience.

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

John Paul

JULY 26, 2018

It is more important than ever for the concierge industry to offer its users outstanding and memorable customer experiences through an omnichannel approach. In 2018, we will see more instances of the data being mined from external sources combined with internal data, to create an even more advanced customer profile.

2018 45

2018 Technology Hospitality Hotels 45

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Artificial intelligence (AI) is hot.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

2018 49

2018 2017 Customer Service Social Media 49

Call Experts

JANUARY 15, 2020

Adopt a consumer-centric model for employee experiences. . Omnichannel management creates opportunity. Consumer Experiences in The Digital World. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. Maintain high Employee Service Index. Do you have the answers?

Call Center 72

Call Center Contact Center 2018 Customer Journey Mapping 72