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.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Proactively communicate with customers. Focus on customer experience, to improve cross-selling opportunities.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. A high rate indicates strong engagement with your product and loyalty to your brand. Customer satisfaction results in positive reviews and testimonials.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

TechSee

NOVEMBER 27, 2024

When customers interact with a company, their expectations revolve around receiving prompt, attentive, and tailored communication. Tailored Communications Personalized service interactions involve understanding and addressing the unique needs and preferences of each customer.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

GetFeedback

JULY 25, 2018

The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. Why Consumers Are Bailing on Brands. What is omnichannel support?

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. For businesses, mastering omnichannel marketing is no longer optional; its essential. Table of contents What is omnichannel marketing? Where can your business benefit from an omnichannel strategy?

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. For businesses, mastering omnichannel marketing is no longer optional; its essential. Table of contents What is omnichannel marketing? Where can your business benefit from an omnichannel strategy?

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

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.

Omnichannel 156

Omnichannel Customer Care Consumers Customer Journey 156

TechSee

DECEMBER 11, 2024

Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

2024 109

2024 2025 Omnichannel Social Media 109

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Customer sentiment is how a customer feels about a brand’s products or services.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. Voice interactions cannot be mined for valuable data by traditional Business Intelligence (BI) systems as easily as omnichannel transcripts. Even before the coronavirus outbreak, companies already experienced an average of 1.5

Contact Center 118

Contact Center Omnichannel Multi-Channel Social Media 118

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 397

Customer Experience Culture Workshop Events 397

eglobalis

JUNE 27, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. The discrepancy between what is promised and what is delivered can deeply impact brands negatively. Communication, continuous change management initiatives, and other strategies are essential to this alignment.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. No one wants a disjointed experience, or channels that don’t even communicate with each other. Nine out of 10 consumers report wanting an omnichannel experience with seamless service between communication channels. per contact.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. By introducing omnichannel customer service , organizations can effectively serve customers across all the channels they expect, in the manner that they now demand. What is omnichannel customer service?

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Comm100

OCTOBER 9, 2022

Omnichannel customer service platforms are making this transition easy, as they connect every digital channel together in one place. We recently explained what omnichannel customer service is , and with omnichannel becoming an essential tool in customer service, it’s worth a deeper look here. Increase agent efficiency.

Omnichannel 98

Omnichannel Customer Service Social Media E-support 98

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.

Omnichannel 98

Omnichannel Customer Service E Commerce Social Media 98

ShepHyken

JUNE 15, 2021

Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. They discuss the value of omnichannel communication in the different stages of the customer journey. What is omnichannel customer service?

Omnichannel 160

Omnichannel Contact Center Social Media Communication 160

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Customer Journey 127

Customer Journey Brands Sales Contact Center 127

Kustomer

JULY 12, 2022

The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. What Is Omnichannel Customer Support? Get the Guide.

Omnichannel 93

Omnichannel Culture Communication Technology 93

GetFeedback

FEBRUARY 12, 2019

Branded Experience: Customers are greeted with sleek, branded surveys that are easy to take. Joseph Kubon, Director of Cloud Solutions at SWBC says : We’re excited to use SMS Invitations to communicate with our customers on a whole new channel. Browse our different distribution channels on our omnichannel page.

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

Comm100

MARCH 30, 2021

Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more. Read on to find out how omnichannel customer service can help cut costs while improving customer service operations. What is omnichannel customer engagement? Why is 2021 the year for omnichannel customer engagement?

Omnichannel 105

Omnichannel 2021 Customer Engagement Engagement 105

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

InMoment XI

APRIL 8, 2025

Sales teams use CI to understand communication strategies tailored to their audience. When both departments have separate goals, fragmented data, and no cross-team communication, youll struggle to see how they affect each other. This inconsistency breeds confusion and mistrust, affecting your brand reputation management efforts.

Sales 195

Sales Marketing Net Promoter Score Metrics 195

Optimove

OCTOBER 14, 2024

By October, over half of consumers expect to feel overwhelmed by brand messaging, putting retailers at risk of losing attention. Marketers will learn how to combat marketing fatigue by delivering personalized, relevant, and well-timed content while balancing frequency and omnichannel engagement.

Consumers 59

Consumers E Commerce Marketing 2024 59

Kustomer

OCTOBER 25, 2022

Consumers expect to be able to contact your brand anywhere, anytime. But true omnichannel support is more than simply communicating with customers on every channel. Consider that 64% of consumers now report they enjoy talking to customer service via the same channels they communicate with family and friends on.

Omnichannel 82

Omnichannel Social Media Customer Centricity Customer Service Strategies 82

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. In fact, studies suggest that as much as 90% of communication is non-verbal. But it wasn’t until the advent of digital communication and big data mining that sentiment analysis became a viable business tool. Take sarcasm, for instance.

Definition 370

Definition Feedback Communication Social Media 370

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. Instead, your brand needs to have incredibly intentional customer experience management techniques in place. How exactly do you do this? This is called the customer journey.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

Lumoa

JUNE 26, 2023

But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. But first, you need to understand what an omnichannel customer experience is.

Omnichannel 78

Omnichannel Customer Experience Net Promoter Score Social Media 78

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. If that communication breaks down, customer engagement will drop, and they’ll likely take their business elsewhere.

Communication 97

Communication Social Media Customers Touchpoint 97

InMoment XI

APRIL 9, 2025

Poor communication, staff changes, and resource constraints contribute to unpredictable revenue growth. Poor communication impacts the quality of data businesses feed into their forecasting models. It’s crucial to invest in an omnichannel customer experience platform like InMoment that doesnt miss out on key insights.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. For example, if the caller initially complained via email before picking up the phone, they will expect the agent to have a record of that initial communication. This is where the omnichannel contact center solution provided by InMoment can assist your agents.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Kustomer

NOVEMBER 30, 2020

They want effortless and seamless customer service across all communications and social channels. They are the factors that build brand loyalty and repeat business, which translates directly into positive impact on the bottom line. . These practices are not just good business.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?

Communication 98

Communication Social Media Document Advertising 98