Experience Investigators by 360Connext

MARCH 24, 2015

Case in point: Gibson discovered many customer communications said “you are terminated” because that was legal language. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them. Kevin Gibson, Humana #ngce. curtis kopf (@ckopf1) March 20, 2014.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Message bots to enable round-the-clock, multi-purpose customer service. The post Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience appeared first on Shep Hyken.

Technology 107

Technology Blog Customer Experience Social Media 107

BirdEye

NOVEMBER 22, 2024

However, online reputation management in Australia can be challenging, especially for multi-location businesses. This blog post is your guide for Australian businesses to streamline their online reputation management. Multi-location listing management can be challenging.

Multi-Channel 52

Multi-Channel Management Social Media Customer Centricity 52

Beyond Philosophy

SEPTEMBER 22, 2015

In a recent article, “ 3 Ways to Use Mobile To Your Advantage,” I discuss how Macy’s, Dick’s, and Taco Bell have embraced mobile Omni-channel approaches in unique ways to take their relationships with their Customers on-the-go to a new level. Hilton is a fan of accessibility and a multi-channel approach.

Multi-Channel 167

Multi-Channel Call Center 2015 Customers 167

Optimove

FEBRUARY 17, 2025

By integrating multi-channel strategies, real-time analytics, and dynamic personalization, retailers can optimize each customer journey, ensuring messages resonate and drive engagement. Modern consumers expect personalization , real-time relevance, and seamless cross-channel experiences. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

BirdEye

DECEMBER 28, 2024

Traditional communication channels often fall short, leaving patients frustrated and uncertain. This blog post explores how AI chatbots transform healthcare communication and provides insights into their potential to reshape patient experiences. Healthcare is complex, time-sensitive, and deeply personal.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

BirdEye

DECEMBER 28, 2024

Specialized enterprise social media management software can address the unique needs of large multi-location businesses, providing tools to simplify operations and enhance customer engagement. In this blog post, we explore everything you need to know about choosing the right enterprise social media management platform for your business.

Social Media 52

Social Media 2025 Management Multi-Channel 52

Optimove

MARCH 17, 2025

Retail marketers can enhance customer journeys by moving away from rigid campaign calendars to more responsive, behavior-triggered communications that yield a much better marketing return on investment (ROI.) ” Messaging frequency and channel selection could also be varied according to engagement levels. .”

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

BirdEye

DECEMBER 30, 2024

For multi-location healthcare companies, the challenge goes beyond attracting leadsits about delivering consistent, locally relevant messaging. To succeed, multi-location businesses must balance efficiency with personalization, ensuring each location connects with its unique audience while maintaining a consistent brand voice.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

BirdEye

FEBRUARY 4, 2025

But here’s the catch: Reputation management isnt just about tracking online reviewsits about taking control of your brands online reputation across digital channels. If youre not actively managing it, youre leaving it to online reviews, social channels, and customer sentiment to define your brand reputation.

Brands 52

Brands Management Multi-Channel Social Media 52

BirdEye

OCTOBER 10, 2024

This is even more critical for multi-location enterprises, which handle hundreds of customers across numerous locations daily. This blog post will help you master enterprise reputation management and grow your multi-location brand. The more customers and locations you have, the more complicated the process becomes.

Multi-Channel 98

Multi-Channel Management Social Media Feedback 98

Optimove

NOVEMBER 13, 2024

AI allows brands to analyze behavior patterns, predict next-best actions, and automatically trigger personalized communications across channels. By leveraging AI to manage these multi-channel journeys, brands can ensure that each interaction is impactful, driving engagement and conversion during peak periods.

E Commerce 69

E Commerce Insights Multi-Channel 2023 69

BirdEye

NOVEMBER 22, 2024

Today’s buyers expect instant property information, virtual tours, and seamless communication. AI auto-generates optimized descriptions, schedules social posts, and updates channel pricing. Client communication: Missing a potential buyer’s inquiry can cost a sale.

Marketing 52

Marketing Social Media Multi-Channel Document 52

Beyond Philosophy

SEPTEMBER 13, 2016

Informal communication programs can work, if and because both stakeholder groups feel they are getting information and advice from individuals and entities they know and trust. Channels such as Twitter, YouTube and Facebook (and RipoffReport and ComplaintsBoard) are open forums for disaffected, even angry, groups with special interests.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Is communication, and are marketing efforts, omni-channel, micro-segmented and even personalized?

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina first noticed these changes and shifts with apps that launched, which enabled people to communicate directly with their customers in a new way. In other words, brands behave like humans in these channels.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Avaya

OCTOBER 11, 2016

The reality is that traditional business communications have failed to keep pace with consumer-focused technological devices. Now, all that’s needed is similar thinking and innovation applied to business communications. The post Finally… A Contact Center for the Digital Era appeared first on Avaya Connected Blog.

Contact Center 80

Contact Center Multi-Channel NPS Innovation 80

Totango

AUGUST 11, 2022

Blog content consumption. The wide variety of channels involved in SaaS customer exchanges and the multi-faceted levels of decision-makers who may be involved make digital client interactions and relationships highly complex. Keep communication consistent. Build a digital community. Keep Communication Consistent.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

BirdEye

JANUARY 5, 2023

In this blog post, we’ll discuss what kind of skills are required for an online reputation manager and why online reputation management services are so important. Search engine optimization (SEO) is the practice of optimizing content, on your website, social media channels, and review pages so that it ranks higher in search engine results.

Management 98

Management Multi-Channel Social Media Interaction 98

Thematic

MARCH 30, 2025

It’s not enough to run a customer review analysis and implement changes based on the insights; you need to circle back and communicate with the customer about their feedback. This gives you the substance to communicate back to the customer. The product team will revise the interface in the next update.

Feedback 62

Feedback Roadmap NPS Loyalty 62

BirdEye

JANUARY 24, 2025

In this blog, you’ll learn proven strategies and actionable insights to leverage social media effectively, prioritize the right platforms, and optimize your efforts to get the most out of your social media efforts. Create a long-term content calendar Consistency is key to maintaining active social media channels.

Social Media 52

Social Media Hotels Marketing Travel 52

BirdEye

SEPTEMBER 11, 2023

This is especially true for multi-location businesses catering to local customers. In this blog post, we explore how businesses can drive delight in their customers with AI-driven customer experience models. These include channels like SMS, surveys, reviews, website chatbots, and social media message inboxes.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

BirdEye

FEBRUARY 21, 2025

In this blog, we’ll guide you through the importance of doctor review management, its benefits, and practical steps to improve your practices online reputation. Multi-platform review monitoring From a single dashboard, track doctor reviews across multiple platforms, including Google, Facebook, Healthgrades, and Yelp.

Management 59

Management Healthcare Multi-Channel 2024 59

Avaya

SEPTEMBER 23, 2016

It’s clear that eCall won’t just happen by itself and so one of the biggest topics discussed at the event—and one of the biggest challenges for public safety communications professionals—was around ensuring command and control rooms are ready for the directive. Multi-Channel Contact Centres Required. Training Required.

Multi-Channel 77

Multi-Channel Events 2017 Government 77

Customers That Stick

AUGUST 11, 2015

Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. No Channel Is THE Channel. Still, can it be THE channel for customer service?

Customer Service 138

Customer Service Multi-Channel Omnichannel Customer Service Strategies 138

ProProfs Chat

JUNE 11, 2020

You have created a presence for your business on multiple channels, and have also invested in creating valuable content across all the channels. All you need is an Omni-channel experience. And the only way you can satisfy them is by implementing the Omni-Channel experience. What is an Omni-Channel Experience.

Multi-Channel 76

Multi-Channel Omnichannel Entertainment Brands 76

Beyond Philosophy

OCTOBER 12, 2017

Per Deloitte’s Millennial Survey 2017 , 76% of Millennials say business has a positive impact on the world, but they also think business could do more , particularly at the multi-national level. If you can communicate how you advocate for change and make the world a better place at your store (e.g.,

Fashion 130

Fashion Retail Multi-Channel 2017 130

Beyond Philosophy

AUGUST 17, 2015

Because experience and value delivery are so often multi-channel, even omni-channel, the consistency and reliability we’re discussing must, today, extend across all modes of communication and conveyance. Customers expect experience reliability and consistency, irrespective of channel. Michael Lowenstein, Ph.D.,

White Paper 100

White Paper Multi-Channel Hotels Banking 100

Optimove

JULY 6, 2020

Every online learning platform must orchestrate communications using prioritization and exclusion. CRM marketers must gain the tools and skills required to assign priorities to each communication they send out to students at all times. The Challenge for E-learning Platforms. However, this might not be the best option for each student.

Marketing 98

Marketing Multi-Channel Download Communication 98

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. Umesh co-founded Uniphore with Ravi Saraogi to bridge the communication gap between man and machine using voice and speech. Previously, Annie held various strategic communications and marketing roles for the global technology giant Cisco for nine years.

2022 126

2022 White Paper Contact Center Innovation 126

Inbenta

NOVEMBER 29, 2022

This blog will explain to you everything you need to know before you choose the right chatbot for your website. Multi-lingual capabilities. You want to be able to communicate with as many people as possible on your website. An omnichannel chatbot can equip customer support channels with the use of a bot.

Multi-Channel 90

Multi-Channel Customer Experience Omnichannel Social Media 90

BirdEye

FEBRUARY 6, 2023

In this blog post, we’ll explore the role of social media in healthcare marketing and how you can make the most of it. The advancement in communication technology has impacted patients and service providers in the healthcare industry. Social media is constantly evolving, and healthcare is a challenging topic to create content around.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

BirdEye

APRIL 1, 2025

This blog explores how hotel owners, general managers, and marketers can master hotel review management in 2025. With Birdeyes centralized dashboard, multi-location hotels can monitor reviews and respond across multiple platforms from one place. Use this feedback channel to catch and address dissatisfaction privately.

Hotels 52

Hotels 2025 Books Management 52

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

2015 97

2015 Multi-Channel 2014 CEM 97

eGain Blogs

OCTOBER 10, 2019

After all, we are a pioneer with more than decades of experience in both those spaces, and we lead the industry in the breadth and depth of supporting digital channels such as messaging, virtual assistant, chat, cobrowse, social, and email. appeared first on eGain Blog. We are not surprised. I won’t be surprised if we got a 5.0/5.0

Net Promoter Score 70

Net Promoter Score Multi-Channel Contact Center Omnichannel 70