InMoment XI

JANUARY 10, 2024

The future of the contact center lies in the omnichannel contact center. What is an Omnichannel Contact Center? An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. What Does an Omnichannel Contact Center Solve?

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Listen to the audio or read the article.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. It boosts customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

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. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. Evolving Customer Habits.

Omnichannel 156

Omnichannel Customer Care Consumers Customer Journey 156

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey.

B2B 375

B2B Customer Experience Customer Centricity Omnichannel 375

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play. The result?

Insights 369

Insights Social Media Return on Investment Travel 369

CSM Magazine

FEBRUARY 3, 2025

Customer expectations have evolved. The modern consumer no longer relies on a single method to reach businesses. This shift has pushed Business Process Outsourcing (BPO) providers to embrace omnichannel support, transforming how customer service operates.

Omnichannel 52

Omnichannel Customer Service Touchpoint Social Media 52

Optimove

OCTOBER 14, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post highlights the growing challenge of marketing fatigue, particularly during the holiday season when customer engagement is critical. The more targeted the message is, the more likely a customer will respond positively. #2

Consumers 59

Consumers E Commerce Marketing 2024 59

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. Outcome : Mixed accuracy.

2024 109

2024 2025 Omnichannel Social Media 109

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Table of contents What is omnichannel marketing?

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. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Table of contents What is omnichannel marketing?

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! 5 Pieces of Advice from Our EMEA Customer Experience Experts. #1: Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Culture Workshop Events 397

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. However, offering the customer choices doesn’t always create a better customer experience.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. As consumers, we expect more than the flexibility of multiple channels.

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. To begin, let’s look at what omnichannel customer service is and how it works.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

BlueOcean

APRIL 7, 2025

Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 156

Contact Center Measurement Customer Care Metrics 156

Comm100

OCTOBER 9, 2022

As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need to be available in more places, all at once. Omnichannel customer service platforms are making this transition easy, as they connect every digital channel together in one place.

Omnichannel 98

Omnichannel Customer Service Social Media E-support 98

InMoment XI

AUGUST 22, 2024

Delivering exceptional customer experiences is a fundamental and necessary business practice that also can significantly impact your bottom line – but up until this point, it wasn’t a requirement. Key Insights from the Study Accessibility to Live Support : 70% of customers struggle to reach a live representative, with 39.6%

Consumers 150

Consumers Omnichannel Competitive Advantage Social Media 150

Comm100

JANUARY 20, 2022

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. To provide this experience, brands must adopt an omnichannel platform that connects every key channel and the conversations and data within them. Security and compliance. Personalization.

Omnichannel 98

Omnichannel Customer Engagement Engagement Social Media 98

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? What is Customer Experience Improvement? The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

Retail 144

Retail Social Media Technology Brands 144

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

TechSee

APRIL 17, 2022

” The Modern Call Center Customer Journey. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. Why Organizations Should Embrace Warm Transfer In their Customer Journey Strategy.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 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

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. Businesses that prioritize exceptional customer experiences are more likely to retain loyal customers and attract new ones.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Omnichannel. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.”

2017 236

2017 Omnichannel Retail Article 236

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?

Omnichannel 93

Omnichannel Culture Communication Technology 93

CSM Magazine

OCTOBER 21, 2024

The outsourcing industry in the Philippines has experienced exponential growth over the past two decades, cementing its reputation as a global leader in customer support services. This article explores how the Philippines is leading the way in customer experience innovation.

Innovation 52

Innovation Customer Experience Omnichannel Social Media 52