UJET

OCTOBER 22, 2020

Omnichannel was never supposed to be just about your agents. But omnichannel was always supposed to unify the customer journey, too. embraced the capabilities of their customers’ smartphones and applied the omnichannel 21st-century mentality to their customer service. Put Customers First to Drive Real Results.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

Optimove

APRIL 20, 2023

We’re here to help marketers boost customer loyalty and better understand consumer behavior and preferences, but we’re happy to help however we can. So, make a mental note, and let’s dive into our survey results – what do consumers have planned for this Mother’s Day? Last-minute Mother’s Day shopper?

Consumers 98

Consumers 2023 Omnichannel Retail 98

InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report. Thank you Your download will begin shortly.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

UJET

OCTOBER 22, 2020

Omnichannel was never supposed to be just about your agents. But omnichannel was always supposed to unify the customer journey, too. embraced the capabilities of their customers’ smartphones and applied the omnichannel 21st-century mentality to their customer service. Put Customers First to Drive Real Results.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

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? Making the Transition to Omnichannel Support.

Omnichannel 93

Omnichannel Culture Communication Technology 93

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Optimove

NOVEMBER 25, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: As we approach 2025, the marketing landscape is rapidly evolving, requiring marketers to stay ahead of emerging trends and technologies to maintain a competitive edge. How AI is Transforming CDPs Download Now>> 3.

2025 59

2025 Technology Marketing Omnichannel 59

Optimove

JUNE 29, 2023

The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year. Plus, typically budget-conscious consumers are willing to invest more in educational needs, a significant increase compared to other shopping periods such as holidays, summer, and Mother’s Day.

2023 52

2023 Loyalty Consumers Loyalty Programs 52

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement. Others even further back in 2003.

Omnichannel 59

Omnichannel Multi-Channel 2003 Download 59

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. Why is omnichannel the key difference between providing basic customer support and truly excellent customer support? With omnichannel, it’s a breeze.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement. Others even further back in 2003.

Omnichannel 52

Omnichannel Multi-Channel 2003 Download 52

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% for companies with weak omnichannel strategies. . for companies with weak omnichannel strategies. . Omnipresent .

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

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. Additionally, another 43% rated themselves as only “moderate” at seamless omnichannel delivery.

Omnichannel 59

Omnichannel Contact Center 2018 2019 59

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage! Take The Lead!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. . Why is omnichannel the key difference between providing basic customer support and truly excellent customer support? With omnichannel, it’s a breeze.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

Oracle

MARCH 6, 2019

Until recently, when omnichannel strategy become widespread, many retailers were struggling to stay in business. Flexibility for consumer and retailer. A recent report from Kibo (download required) found that 67% of shoppers took advantage of BOPIS in the past six months.

Omnichannel 69

Omnichannel Retail Competitive Advantage 2017 69

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? Then we compared these findings to what consumers said in our 2018 consumer study. Organizations’ perceptions about how they execute service don’t always align with consumers’ actual experiences.

Download 54

Download Contact Center 2019 Omnichannel 54

Kustomer

MAY 25, 2022

You read that statistic correctly: 77% of consumers under 25 say that chatbots are helpful, according to Kustomer’s own survey data. Today’s consumers expect a high level of customer support and they expect it on multiple channels. What does this mean for the future of customer experience channels? Benefits of SMS Customer Support.

Consumers 98

Consumers Social Media Customer Experience 2022 98

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

Kustomer

JANUARY 7, 2020

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. But true omnichannel support is more than simply communicating with customers on every channel. How Omnichannel Support Elevates Your Service.

Omnichannel 40

Omnichannel Customer Centricity Touchpoint Download 40

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

AUGUST 1, 2022

For the full low-down and success stories from fellow schools, download the cheat sheet below. 70% of consumers currently use or are interested in using chatbots for simple customer service. With consumers favoring chatbots for simple customer service, it’s a great opportunity for universities to introduce chatbots for 24/7 support.

Omnichannel 91

Omnichannel Social Media B2C Download 91

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

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? True omnichannel experience allows customers to move seamlessly across an organization’s service channels. appeared first on NICE inContact Blog.

Omnichannel 48

Omnichannel Contact Center 2019 Download 48

CSM Magazine

SEPTEMBER 30, 2024

Commissioned by CommBox , an enterprise-grade omnichannel, AI-powered customer experience platform, the survey gathered insights from over 1,000 consumers and 250 managers in customer-facing roles to help assess current attitudes towards the technology, as well as adoption levels across the sector.

Customer Service 52

Customer Service Omnichannel B2C Government 52

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results.

Omnichannel 58

Omnichannel Customer Expectations Contact Center Social Media 58

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . The cumulative result is that, after just one poor experience, 92% of consumers say they would stop shopping with that brand if they could.

Consumers 52

Consumers Brands Customer Service 2022 52

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel? Reduced costs.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

TechSee

APRIL 17, 2022

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. Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

Strativity

NOVEMBER 30, 2022

Seeing your customers as people, not just purchasers, means reconsidering the depth and nature of your brand-consumer relationships. Being aware of potential roadblocks to developing and sustaining strong consumer-brand relationships will help you cultivate a more thoughtful, high fidelity connection with your customers.

Consumers 52

Consumers Brands Multi-Channel Touchpoint 52

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

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. 77% of CX professionals cite omnichannel as an organizational priority, yet 51% of institutions still have siloed channels. The CX stakes are rising.

Insurance 135

Insurance Financial Contact Center Omnichannel 135

Comm100

JANUARY 25, 2022

At the center of this, and key to empowering your agents to provide customized support, is an omnichannel platform. . Digital omnichannel platforms connect every key digital channel together, whether that be live chat, email, social media, or even SMS. Typical chat routing scenarios include: .

2022 96

2022 Omnichannel Download Social Media 96

Kustomer

JUNE 7, 2022

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. If tickets aren’t the ticket, what is the secret to direct-to-consumer success today? Omnichannel Customer Experience.

Customer Experience 90

Customer Experience E-support Omnichannel Contact Center 90

Kustomer

JANUARY 7, 2022

The same report finds that 43% of consumers are expecting fast and free shipping. Furthermore, 70% of consumers expect the curbside pickups or pay in-store with home delivery options facilitated through self-service expected. In addition, social media platforms have been an increasingly popular channel for consumers.

Social Media 82

Social Media E Commerce Omnichannel Multi-Channel 82

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Consumers 52

Consumers Customer Service 2021 Customer Service Representative 52

Optimove

JULY 25, 2023

It reveals that 42% of consumers prefer to shop exclusively at familiar stores or websites they have patronized before, highlighting the significant impact of loyalty on driving sales. Why it Matters: Brands will gain crucial consumer insights for winning customer loyalty during the Holiday season.

2023 52

2023 Retail Loyalty Insights 52