How to Deliver a Seamless Customer Experience in the New Normal
GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.
GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.
BlueOcean
JANUARY 6, 2020
We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. Listen to the audio or read the article.
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Customer Bliss
APRIL 27, 2017
After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. Typically in the modern business ecosystem, omnichannel refers to: Website. Omnichannel and the rapid scale of Big Data .
BlueOcean
APRIL 30, 2021
A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. When we wrote that article, we could not have ever predicted a global pandemic and the resulting change in consumer behaviors that pushed omnichannel into the spotlight.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
Oracle
DECEMBER 5, 2019
Omnichannel is set to move front and center as part of customer experience (CX) strategy in 2020. This is all set to change in 2020, as companies move to avoid falling behind competitors in the race to keep pace with changing customer demands. So what exactly will be the drivers of change in 2020?
Upstream Works
JANUARY 2, 2020
This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. All of this is transparent, not just for enabling omnichannel communication, but also to support agents in real-time with the right data to provide a personalized CX.
Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert
Post-2020 life has changed the world in many ways — not the least of which is accelerating our reliance on digital commerce.
Speaker: Laura Sikorski, Contact Center Consultant
Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic. June 25th, 2020 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT. Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
If this is a situation can you relate to, then join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.
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