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.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

GetFeedback

JULY 25, 2018

When customer support team members aren’t equipped to offer a customized, helpful experience via rich profiles with a 360-degree view of the customer’s data, they often fail to deliver the support experience those shoppers have come to expect. Higher customer expectations. Desire for seamless omnichannel CX.

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

Experience Investigators by 360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? Omnichannel paints a picture of an all-knowing customer journey. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience. It’s all about the omnichannel experience. That is omnichannel for customers.

Omnichannel 137

Omnichannel Brands Customer Journey Mapping Social Media 137

InMoment XI

NOVEMBER 18, 2024

Qualtrics Known for its experience management platform, Qualtrics enables businesses to collect and analyze customer, employee, product, and brand experience data. Its powerful analytics and feedback collection tools make it easy for companies to understand customer expectations and pain points. Here are some trends to watch: 1.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

CSM Magazine

FEBRUARY 3, 2025

Customer expectations have evolved. They may send an email in the morning, follow up with a chat message in the afternoon, and make a phone call by eveningall expecting a seamless experience. A customer who emailed one day and called the next often had to repeat their issue from the beginning.

Omnichannel 52

Omnichannel Customer Service Touchpoint Social Media 52

InMoment XI

OCTOBER 29, 2024

Customers are loyal to experiences that save their time, make them feel valued, and satisfy their needs. The following aspects contribute to experiences that drive loyalty: Consistency : Customers expect reliable service and product quality whenever they interact with your business.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

NOVEMBER 21, 2024

For example, if price is a significant factor for your customers, you can satisfy them by adjusting your pricing model or offering loyalty rewards. A deeper understanding of customer expectations highlights areas for improvement. It shows you what features to prioritize based on customer pain points.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. When customers feel heard and valued, they are more likely to develop trust and loyalty toward the brand.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

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. Customer experience in credit unions Credit union members expect smoother interactions than ever before.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

OCTOBER 19, 2023

As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience. Omnichannel contact center solutions have risen to meet this expectation.

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

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

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

DECEMBER 9, 2024

And when 75% of customers expect free returns, whats a retailer to do? Top Customer Experience Trends You Should Watch in 2025 by Scott Clark (CMSWire) Customer experience has become more than just a priority; it’s a competitive differentiator. Thats a lot of returns! Find out in this article.

2024 75

2024 Article 2025 Customer Service 75

Playvox

APRIL 21, 2023

Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. What Is Omnichannel Customer Experience? First, it’s important to understand the difference between multichannel and omnichannel customer service centers.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

InMoment XI

AUGUST 17, 2023

Identify Pain Points: By listening to your customers’ experiences and collecting feedback at various touch points along the journey by utilising voice of the customer surveys , you can identify areas where your product falls short or where improvements can be made.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

BirdEye

AUGUST 28, 2020

No matter how hard your team works to exceed customer expectations, the job is never done. In this guide, we’ll discuss the 5 different types of customer expectations and how managers can put the right processes in place to ensure that they are constantly staying ahead of them. What are customer expectations?

Customer Expectations 98

Customer Expectations Omnichannel Automotive Culture 98

Playvox

JUNE 28, 2022

Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. Meeting these escalating customer expectations while simultaneously keeping employees satisfied and containing operating costs can be intimidating.

Contact Center 84

Contact Center Omnichannel Competitive Advantage Article 84

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. The answer is in Omnichannel Customer Service, and we’ll tell you why.

Omnichannel 116

Omnichannel Blog Customer Service Social Media 116

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

CSM Magazine

OCTOBER 21, 2024

By handling routine tasks, AI frees up agents to focus on more complex customer inquiries that require emotional intelligence and problem-solving skills. This combination of AI and human touch allows call centres in the Philippines to offer a more responsive and efficient service while maintaining the empathy that customers expect.

Innovation 52

Innovation Customer Experience Omnichannel Social Media 52

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

CSM Magazine

OCTOBER 22, 2024

In the age of technology, providing seamless, personalized, and efficient customer experiences has become a key differentiator. Businesses that ignore the importance of CX risk losing customers to competitors who prioritize it. This helps build trust and makes customers more likely to return.

Technology 52

Technology Customer Experience Omnichannel Touchpoint 52

InMoment XI

AUGUST 23, 2023

It involves a comprehensive overhaul of internal processes, technologies, organizational culture, and customer engagement strategies. The ultimate goal is to create meaningful, seamless, and personalized experiences that meet and exceed customer expectations, fostering customer loyalty , advocacy, and ultimately driving business growth.

Customer Experience 195

Customer Experience Omnichannel Innovation Loyalty 195

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Align with Business Goals In order to get executive support, you will need to connect your customer journey map to business goals.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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 do customers expect from contact centers? .

Customer Journey 127

Customer Journey Brands Sales Contact Center 127

CloudCherry

JULY 25, 2018

For their purposes, an Iconic firm is one that maintains “the highest levels of customer experience and have world-leading brand recognition” and also possess other key distinctions from their counterparts, such as: Being omnichannel leaders. They’ve mastered omnichannel support. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omnichannel 170

InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

InMoment XI

MAY 17, 2024

In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed. The “third wave” of CX represents a paradigm shift in how businesses approach customer experience.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

InMoment XI

OCTOBER 4, 2024

Customer Experience Management (CXM) is the set of processes that aims to deliver that positive experience to your customers at each step of their journey. It helps brands track, analyze, and organize each customer interaction with them. Encourage a customer-centric culture. Limited channels for feedback collection.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Kustomer

NOVEMBER 10, 2021

Kustomer also releases data study with findings on how to improve speed and quality of customer service through omnichannel chatbot engagement. Kustomer’s new chat feature leverages full customer data and intelligent automation to deliver hyper personalized and contextual experiences for modern consumers across multiple channels.

Omnichannel 88

Omnichannel Multi-Channel 2015 Consumers 88

GetFeedback

APRIL 29, 2019

Learn how your customers discovered your brand and their perception of your performance and values as a company. Doing this gives you an overview of what you’re doing right and shows the changes you need to make to align with what your customers expect. Employee engagement feedback.

Net Promoter Score 265

Net Promoter Score NPS Healthcare Events 265

InMoment XI

JULY 19, 2023

By analyzing customer data, conducting surveys, and studying customer feedback, they uncover valuable insights that can drive transformative changes. They have a finger on the pulse of evolving customer expectations, enabling businesses to proactively adapt and stay ahead of the competition.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

InMoment XI

APRIL 8, 2025

Conversational intelligence offers a data-driven solution by enabling both teams to access shared insights into customer expectations. Understanding Conversational Intelligence (CI) Conversation intelligence (CI) is an AI-driven approach to analyzing and optimizing customer conversations.

Sales 195

Sales Marketing Net Promoter Score Metrics 195

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Inbenta

OCTOBER 30, 2024

Adopting an omnichannel approach keeps your user experience consistent and seamless across all your touchpoints, making these tools even more effective. It’s not merely a plug-and-play solution; it’s an integral strategy that enhances customer interactions and the efficiency of your business.

Omnichannel 52

Omnichannel Customer Satisfaction Touchpoint Demo 52