InMoment XI

MAY 31, 2022

With the number of touchpoints a customer has with a brand increasing with the proliferation of technologies and channels, the need to create a consistent experience is critically important.” – McKinsey & Company. It’s also a way to ensure that the brand experience remains consistent for each customer across touchpoints.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. A positive ecommerce customer experience leads to higher customer retention, increased word-of-mouth referrals, and ultimately, higher sales.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. customer service and support. What’s key? A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

Alida

OCTOBER 5, 2017

Joint research released by CMO Council, SAP Hybris and SellingPower magazine suggests it’s sales and marketing who should take joint command. Although it recommends that sales and marketing should spearhead CX strategy, the report found only seven percent of sales leaders and nine percent of CMOs own the CX experience in their organizations.

Sales 140

Sales Marketing E Commerce Magazine 140

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. Audio Transcription: Audio data is typically transcribed into text using speech-to-text technology. Let’s look at a few industry-specific examples.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Mike is the President of Reflective Keynotes , a Canada-based training firm that helps contact centers improve their sales and CX results.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

CSM Magazine

APRIL 10, 2025

Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice. Cost Savings Reducing the burden on customer service teams can significantly cut labor costs without compromising the quality of support. What is Conversational AI?

E Commerce 52

E Commerce E-support Books Healthcare 52

CSM Magazine

NOVEMBER 26, 2024

Understanding AI in Customer Experience Artificial intelligence (AI) encompasses technologies designed to simulate human intelligence, analyze vast datasets, and improve over time. The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support.

Interaction 52

Interaction Engagement E Commerce E-support 52

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. They’re all getting automatically e-charged and they seem happy because they’re not complaining. And what about “the rest of them?”

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

CSM Magazine

MARCH 18, 2025

E-commerce has revolutionized the way businesses interact with consumers. Every day, millions of transactions take place online, making the e-commerce industry one of the most dynamic and fast-evolving sectors. But how exactly can generative AI transform e-commerce? What is Generative AI and Why It Matters for E-commerce?

E Commerce 52

E Commerce E-support Innovation Customer Satisfaction 52

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Contact centres have been at the forefront of advancements in customer-facing communication technology.

E-support 145

E-support Omnichannel Competitive Advantage Customer Centricity 145

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

E Commerce 164

E Commerce E-support Sales Fashion 164

ShepHyken

SEPTEMBER 15, 2020

As with any new technology, there always needs to be a human fallback. Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. Have it support an employee (versus a customer) so they have faster access to the right information. Think of AI instead as IA, or intelligent assistant.

E Commerce 128

E Commerce E-support Omnichannel B2C 128

CSM Magazine

NOVEMBER 21, 2024

This peak season is especially important for retailers and e-commerce brands, but many associated industries also see a sharp increase in business as the year winds down. Black Friday is no longer just a sale – it’s a retail phenomenon that has gone global. Use technology to automate interactions. Advance planning.

E Commerce 52

E Commerce E-support Retail Omnichannel 52

InMoment XI

FEBRUARY 14, 2024

By analyzing this data, businesses can gain a deeper understanding of their customers and make informed decisions to improve their marketing, sales, and customer service efforts. Additionally, providing self-service options through digital channels can reduce the need for expensive customer support resources. Schedule a demo today!

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

CSM Magazine

FEBRUARY 5, 2025

From renting office space to installing advanced technologies and hiring skilled staff, the initial costs can add up quickly. Crowdfunding Campaigns Platforms like Kickstarter, GoFundMe, and Indiegogo are great for raising funds directly from supporters.

Call Center 52

Call Center E Commerce E-support Social Media 52

Gainsight

JANUARY 26, 2022

CS adds value to all parts of your business, whether Product, Sales, or Marketing. By advising and incorporating CS ideas into other teams in your company, especially Sales, they make the team members better at what they do. A CSQL is similar to a Marketing Qualified Lead (MQL) or Sales Qualified Lead (SQL).

Sales 111

Sales Customer Success ROI Customer Centricity 111

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale. .

Customer Service 136

Customer Service E-support Customers Sales 136

Solvvy

JUNE 22, 2022

When they search your website for answers or reach out for customer service or support, they want answers now. But the relevance of that answer can vary depending on the type of technology that powers the solution. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

E Commerce 119

E Commerce E-support Banking ROI 119

Thematic

OCTOBER 30, 2024

Customer service interactions : Your customer support team plays a vital role in collecting and analyzing customer calls, emails, and support chat feedback. Satisfied and loyal customers are more likely to make repeat purchases and recommend the brand to others, leading to increased sales and revenue growth.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

TechSee

OCTOBER 19, 2021

retail sales – in 2020. For every $1 billion in sales, the average retailer incurs $106 million in merchandise returns. Every step in the return process, from return merchandise authorization (RMA) to shipping and receiving, processing, asset recovery, and disposal, adds another cost that further cuts into product sales revenue.

E Commerce 124

E Commerce White Paper E-support Retail 124

CSM Magazine

NOVEMBER 25, 2024

With the constantly evolving technology in retail businesses, electronic shelf labels have become an essential tool for dynamic pricing. Compared to traditional paper labels, ESLs are easily updatable because they use LCD technology and e-ink. According to research, technology has grown unprecedentedly in the last ten years.

Innovation 52

Innovation Retail E-support Technology 52

TechSee

JANUARY 8, 2019

With e-commerce and digital banking/, insurance becoming increasingly popular, resolving billing issues and contract payments is becoming a massive challenge for customer service centers. The visual experience is powered by a variety of technological solutions for different use cases. Options for Visual Assistance. Screen Sharing.

Engagement 167

Engagement E Commerce Download E-support 167

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. So, if your NPS is flat, but customer effort scores are dropping, that signals a friction point in your journey—maybe users are finding it harder to reach support or complete a task.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

OCTOBER 4, 2024

It increases revenue by bringing more sales from existing customers. By guiding you toward practices that improve customer satisfaction, CXM helps you boost sales. Customer Relationship Management (CRM) Definition CRM helps businesses understand customer profiles to increase sales and revenue. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

ProProfs Chat

MARCH 13, 2020

Earlier, the synchronicity of customers across multiple channels simultaneously was a challenge for retail or e-commerce companies. However, technology has made things possible. It refers to the type of customer engagement management in which multiple channels of sales are used to provide customers with a unified shopping experience.

Omnichannel 110

Omnichannel Customer Engagement Engagement E Commerce 110

InMoment XI

MARCH 25, 2024

The e-commerce and retail giant implements predictive analytics techniques across various facets of its operations, from its powerful product recommendation engine (“Customers also bought these items”) to dynamic pricing adjustments. Prioritize sales efforts. Reduce sales cycle length. A classic example comes from Amazon.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

ChurnZero

DECEMBER 15, 2021

Sales, Marketing, and Product teams can all benefit from having the answers to those sorts of questions. Customer Success Software & Sales. Customer Success software can easily show Sales teams the customer type or particular industry in which current customers have renewed, or are forecasted to renew. Realistic Timeliness.

Sales 98

Sales Customer Success Marketing Net Promoter Score 98

Kustomer

APRIL 14, 2021

While post-transaction support, like order status and return initiation, likely will never subside, CX teams can now take on more of a revenue-generating advisory role, answering product questions or directing customers to better alternatives. Read on for a preview, and access the full e-book here. The Shift to Digital-First.

Retail 101

Retail Consumers E-support E Commerce 101

Optimove

DECEMBER 11, 2024

Increase conversions: Create a pre-holiday sale for your loyal customers and make sure that they know it is available only to them. Be attentive: Make it easier to get support by putting all of your support options on one easily accessible page. Provide your support team with the tools to turn complaints into opportunities.

E Commerce 52

E Commerce E-support Loyalty Programs Social Media 52

Blueshift

JANUARY 3, 2025

Heres a closer look at how CDPs compare: CRM (Customer Relationship Management) : Designed to manage customer relationships, CRMs primarily track sales, support, and service data. Why CDPs are Rising in Popularity The demand for CDPs has skyrocketed due to a combination of evolving technology and shifting consumer expectations.

E Commerce 52

E Commerce Marketing E-support ROI 52

Kustomer

DECEMBER 2, 2021

Live chat is no longer a nice-to-have in e-commerce customer service. The pressure to meet the demands of today’s consumer is higher than ever, with companies scrambling to onboard more agents and deploy chatbots in order to provide quality support at scale. 5 Findings on Human and Chatbot Live Chat Experiences in E-Commerce.

E Commerce 92

E Commerce E-support 2022 Effort Score 92

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. Layering on unrelenting supply chain issues , retailers must arm themselves with tools and technology that can help them post a better-than-expected season. In August 2021 alone, 4.3

2021 97

2021 E Commerce E-support Contact Center 97

Kustomer

NOVEMBER 4, 2020

Sales and CX teams are using business VoiP services equipped with AI to quickly address customer queries and improve their communication. One of the biggest challenges facing customer service teams is handling an increase in customer support calls, emails, and social media inquiries. Automating manual tasks like tagging. Hey Google!)

2021 124

2021 Customer Experience E-support Omnichannel 124

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Technology solutions are the need of the hour. The pandemic has brought everyone back to basics.

B2B 154

B2B E Commerce B2C E-support 154